Summary
Overview
Work History
Education
Skills
Timeline
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Dana Hazen

Director
Westerville,OH

Summary

Strategic-thinking and driven individual with 15+ years leadership experience in Supply Chain, Operations and Customer Service. Experienced in forecasting, budgeting, lean-based process improvements, analytics, and customer service. Outgoing and detail-oriented; proficient at building and maintaining professional relationships.

Overview

12
12
years of professional experience
7
7
years of post-secondary education

Work History

Director

VSP Vision
Columbus, OH
07.2021 - Current
  • Developed high-performing teams through talent development, guidance, and opportunities for professional growth leading to 14 advancement opportunities in 4 years.
  • Cultivated a positive work environment fostering employee engagement, increased retention rates, and stronger collaboration. Engagement + Enablement scores have improved annually with +15 points in 3 years.
  • Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
  • Implemented innovative solutions to solve complex problems, driving efficiencies and positioning for scalability through data-driven decisions contributing to $15M in budget savings.

Senior Manager

JCPenney
Columbus, Ohio
09.2018 - 06.2021
  • Develop and Implement staffing objectives and operating budget for domestic, near- and off-shore sites for omnichannel (voice, chat, email, social) strategy for 1,500 employees ($40M).
  • Evaluate Key Success Metrics and Performance Indicators to optimize processes and drive operational efficiencies yielding $18M in cost savings.
  • Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
  • Implemented and developed operational standards, policies and procedures.

Manager

JCPenney
Columbus, OH
07.2017 - 09.2018
  • Improved intervallic forecasting incorporating 1, 3, and 12 week intervals driving 12% staffing efficiency improvements.
  • Partner with senior management and finance to establish fiscal budget forecast based on projected call arrival trends and future gross demand projections.

Director of Operations

Left Brain Logistics
Orange, California
08.2015 - 07.2017
  • Oversaw operations across Supply Chain and CX departments, ensuring collaboration, process improvements, and voice of the customer incorporation to improve operational efficiencies by 15% in 2 years.
  • Analyzed data and operations to increase process efficiencies, forecast order volume, and implement staffing models to optimize turn time.
  • Consulted 12 clients on operational processes, structure, while maximizing revenue opportunity with $30M revenue annually.

Care Services Leader

JCPenney
Columbus, OH
04.2013 - 08.2015
  • Improved customer-based experience with e-commerce and e-mail-based customer service, improving email Customer Satisfaction scores by 30 points.
  • Analyzed and implemented process improvements for customer service network.

Education

Master of Science - Theology

Ashland Theological
Ashland, OH
05.2011 - 06.2014

Bachelor of Science - Business Administration

Ohio State University
Columbus
05.2005 - 12.2008

Skills

  • Leadership

  • Team Management

  • Analytics including Tableau, Cognos, Power BI

  • Problem-Solving

  • Forecast and Staff Modeling

  • Operations Management

  • AI Product Implementation Business Sponsor

  • EDI and API Software Integrations

  • CRM, WFM, WMS Software Management

Timeline

Director

VSP Vision
07.2021 - Current

Senior Manager

JCPenney
09.2018 - 06.2021

Manager

JCPenney
07.2017 - 09.2018

Director of Operations

Left Brain Logistics
08.2015 - 07.2017

Care Services Leader

JCPenney
04.2013 - 08.2015

Master of Science - Theology

Ashland Theological
05.2011 - 06.2014

Bachelor of Science - Business Administration

Ohio State University
05.2005 - 12.2008

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