Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Proficient In:
References
Timeline
Generic

Dana Dollaeye

High Point,NC

Summary

I believe I am a take-charge professional delivering team leadership to business operations! Dependable and detail-oriented to manage multiple tasks and priorities. My broad experience includes office management, invoicing, dispatching, vendor negotiations and contract management, software scoping and deployment, Business Process Review discovery, and Relation Management. I have been recognized for exemplary customer service and team collaboration across all my roles.

I am a knowledgeable Servicer Director with over 8 years of experience bringing planning and problem-solving abilities to the art of customer support and resource dispatch. I keep a strong focus on maximizing resource utilization to support scalable operations and increase bottom-line profitability.

I have a natural talent for people skills and relationship-building and act as a confident leader dedicated to process and procedures seeking opportunities for team improvement. I am a motivational problem-solver with advanced supervisory, team building and customer service skills. My strongest skillset is stepping into roles and quickly making positive changes to drive company success.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Vice President of Technology Services

Relentless Solutions
Miami , FL
09.2021 - Current
  • Oversaw the design, installation, configuration, maintenance and support of IT systems.
  • Monitored performance of technology services team members and provided feedback as necessary.
  • Collaborated with vendors to ensure timely delivery of products or services at competitive prices.
  • Identified opportunities for streamlining processes through automation or use of advanced technologies.
  • Implemented quality assurance processes for all technology initiatives undertaken by the organization.
  • Evaluated vendor proposals from a technical perspective before making purchasing decisions.
  • Managed multiple projects and ensured successful completion within budget and timeline constraints.
  • Established policies, procedures and standards related to technology services operations.
  • Ensured compliance with applicable laws governing data security, privacy protection.
  • Provided training sessions to staff members on use of various technologies used by the company.
  • Performed system testing activities prior to deployment of applications into production environment.
  • Developed strategic plans for technology services and led implementation of those plans.
  • Coordinated with other departments to develop integrated approaches that leverage existing technologies effectively.
  • Maintained up-to-date knowledge about industry trends in order to make informed decisions regarding investments in technology resources.
  • Analyzed customer needs and identified areas where technological solutions could improve operations.
  • Conducted research to evaluate current technologies available on the market for potential purchase or upgrade decisions.
  • Created detailed reports summarizing project progress and presented them to senior management.
  • Prepared staff work schedules and assigned team members to specific duties.
  • Delegated work to staff, setting priorities and goals.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
  • Formed and sustained strategic relationships with clients.
  • Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
  • Implemented successful business strategies to increase revenue and target new markets.
  • Created effective business plans to focus strategic decisions on long-term objectives.
  • Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
  • Coordinated and directed activities of businesses or departments concerning production, pricing and sales.
  • Mitigated business risks by working closely with staff members and assessing performance.
  • Implemented campaigns and promotions to help with developing goods and services.
  • Forecasted customer demand to set prices or credit terms for goods or services.
  • Structured HR consulting services to support clients during organizational developments and changes.

Vice President of Technology Services

Accelerando, inc.
Greensboro, NC
12.2018 - 09.2021
  • Oversaw the design, installation, configuration, maintenance and support of IT systems.
  • Monitored performance of technology services team members and provided feedback as necessary.
  • Collaborated with vendors to ensure timely delivery of products or services at competitive prices.
  • Identified opportunities for streamlining processes through automation or use of advanced technologies.
  • Implemented quality assurance processes for all technology initiatives undertaken by the organization.
  • Evaluated vendor proposals from a technical perspective before making purchasing decisions.
  • Managed multiple projects and ensured successful completion within budget and timeline constraints.
  • Established policies, procedures and standards related to technology services operations.
  • Ensured compliance with applicable laws governing data security, privacy protection.
  • Directed development of new software applications based on user requirements specifications.
  • Provided training sessions to staff members on use of various technologies used by the company.
  • Performed system testing activities prior to deployment of applications into production environment.
  • Developed strategic plans for technology services and led implementation of those plans.
  • Coordinated with other departments to develop integrated approaches that leverage existing technologies effectively.
  • Negotiated contracts with third party providers for hardware, software or IT service agreements.
  • Maintained up-to-date knowledge about industry trends in order to make informed decisions regarding investments in technology resources.
  • Analyzed customer needs and identified areas where technological solutions could improve operations.
  • Conducted research to evaluate current technologies available on the market for potential purchase or upgrade decisions.
  • Created detailed reports summarizing project progress and presented them to senior management.
  • Prepared staff work schedules and assigned team members to specific duties.
  • Delegated work to staff, setting priorities and goals.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
  • Formed and sustained strategic relationships with clients.
  • Implemented successful business strategies to increase revenue and target new markets.
  • Created effective business plans to focus strategic decisions on long-term objectives.
  • Monitored progress by establishing plans, budgets and measuring results.
  • Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
  • Mitigated business risks by working closely with staff members and assessing performance.
  • Implemented campaigns and promotions to help with developing goods and services.
  • Forecasted customer demand to set prices or credit terms for goods or services.
  • Structured HR consulting services to support clients during organizational developments and changes.

Customer Service Director

Accelerando, Inc.
Greensboro, NC
03.2015 - 12.2018
  • Resolved escalated customer complaints in a professional manner.
  • Interacted directly with customers via telephone or email to address inquiries or complaints.
  • Resolved customer complaints and answered customers questions regarding policies and procedures
  • Collaborated with other departments to ensure customer needs were met in a timely manner.
  • Actively monitored competitor activities in order to stay up-to-date on current trends in the marketplace.
  • Conversed with customers to receive valuable feedback and suggestions for improvement.
  • Measured and tracked KPIs to enhance customer experience and improve customer retention.
  • Supervised schedules and duty assignments for customer service personnel to properly staff department.
  • Recruited, trained, and managed a team of customer service representatives.
  • Assisted customer service representatives in troubleshooting orders requiring special handling.
  • Conducted regular meetings with staff to review progress and provide feedback.
  • Monitored call center performance metrics such as average handle time, first-call resolution rate, and abandonment rate.
  • Participated in industry events to promote products and services, build relationships with clients, and expand brand awareness.
  • Reviewed operational challenges with external vendors, consistently improving service levels.
  • Worked closely with marketing teams on promotional campaigns targeting customers.
  • Worked with executive management teams to align customer service department policies and systems with company objectives.
  • Trained and instructed employees in job duties or company policies, arranging for training when needed.
  • Created scorecards per customer service representative to gauge progress and improve satisfaction and service outcomes.
  • Analyzed customer feedback data and identified opportunities for improvement.
  • Reduced department labor costs by managing overtime and refining shift schedules.
  • Established key performance indicators to measure the effectiveness of customer service operations.
  • Implemented new technologies such as live chat software to improve customer experience.
  • Provided guidance on customer service strategies to ensure satisfaction goals were achieved.
  • Re-designed quality program to accurately evaluate team performance and provide feedback.
  • Coordinated cross-functional teams to develop comprehensive solutions for complex requests from customers.
  • Developed and implemented procedures pertinent to successful and efficient operation of sales and customer service department.
  • Developed training materials for new hires and ongoing development of existing staff members.
  • Ensured compliance with industry regulations regarding privacy protection standards.
  • Identified areas of process improvement by analyzing call volume patterns and staff utilization rates.
  • Maintained knowledge base documentation related to product features, services, system updates.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Delegated work to staff, setting priorities and goals.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Recruited and trained new employees to meet job requirements.
  • Reviewed completed work to verify consistency, quality and conformance.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Assigned work and monitored performance of project personnel.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Produced thorough, accurate and timely reports of project activities.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Mediated conflicts between employees and facilitated effective resolutions to disputes.
  • Organized team activities to build camaraderie and foster pleasant workplace culture.
  • Analyzed business performance data and forecasted business results for upper management.
  • Proposed or approved modifications to project plans.
  • Created and managed budgets for travel, training and team building activities.

Education

Associate of Applied Science -

ECPI University
Virginia Beach, VA
06-2014

Associate of Applied Science -

Davidson County Community College
Thomasville, NC
06-2012

Skills

  • Customer Support and Retention
  • KPI Tracking
  • Customer Service Management
  • Client Account Management
  • Employee Development/Team Building
  • Employee Schedule Management
  • Performance Improvement
  • Department Oversight
  • Delegation and Allocation for Resources
  • Teamwork and Collaboration
  • Excellent Communication
  • Multitasking/Adaptability
  • Policy Development and Enforcement
  • Process Improvements
  • Cross-Functional Team Management
  • Staff Scheduling
  • Performance Evaluation and Monitoring
  • Policy/Program Development
  • Logistics
  • Problem-Solving Aptitude
  • Hiring and Onboarding
  • Analytical Thinking
  • Continuous Improvement
  • Time Management
  • Adaptability and Flexibility
  • Proficient in Connectwise Manage
  • Goal Setting
  • Time Management Abilities
  • Systems Implementation
  • Written Communication
  • Task Prioritization
  • Employee Motivation
  • Performance Improvements

Affiliations

  • Fitness nut, working out 6-7 days a week with various HIIT, strength and yoga schedules.
  • Animal Activist. Volunteer at local shelters as well as walk several neighborhood beloved pets.
  • Mother. Living the athletic mom life as my 13 year old participates in multiple sports in both school and travel associations!

Certification

  • Project Management certified through the Agile Program from the International institute for Learning, inc. Dec 2023.

Proficient In:

  • Connectwise PSA
  • Microsoft Products
  • Teams
  • VOIP
  • Automation
  • Cloudradial
  • MSPbots
  • Brightgage
  • HUDU
  • Slack
  • Zoom
  • Quickbooks
  • Sales Force
  • Zuper
  • Counterpoint

References

References available upon request.

Timeline

Vice President of Technology Services

Relentless Solutions
09.2021 - Current

Vice President of Technology Services

Accelerando, inc.
12.2018 - 09.2021

Customer Service Director

Accelerando, Inc.
03.2015 - 12.2018

Associate of Applied Science -

ECPI University

Associate of Applied Science -

Davidson County Community College

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Dana Dollaeye