Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Dawn Anderson

Pleasant Hill

Summary

Quality driven and organized professional skilled in compiling, organizing and analyzing data. Talented customer service representative bringing necessary skills and experience to uphold the company expectations.

Overview

29
29
years of professional experience
1
1
Certification

Work History

Program Coordinator - Transformation Delivery

American Equity
09.2021 - Current
  • Serve as Project Coordinator for creation, updating, discontinuing and reprinting of forms utilized by Customer Excellence
  • Work with stakeholders and all necessary business partners to determine tasks and timeline needed for other areas to complete their process
  • Communicate and verify all changes with all necessary partners
  • Attend daily stand-up meetings for CA, PIT and Ops Comms
  • Provide information for new projects coming up, updating status of current projects, watch for existing JIRA projects that may impact Customer Excellence and gather necessary information to get a project started in Workfront
  • Managed communication channels for seamless coordination between teams and stakeholders.
  • Enhanced resource allocation, effectively meeting program demands and reducing waste.
  • Cultivated relationships with partners to expand program reach and impact.
  • Kept projects on schedule by managing deadlines and adjusting workflows.
  • Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
  • Enhanced team collaboration through regular meetings, fostering a positive work environment for increased productivity.
  • Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
  • Coordinated cross-functional teams to achieve seamless collaboration in achieving project objectives.
  • Played an active role in brainstorming sessions held for the purpose of generating innovative ideas/solutions which could potentially be incorporated into existing/new projects being undertaken by the company.
  • Maintained accurate documentation of all projects, facilitating efficient audits and future reference.
  • Responded to requests for information on materials to inquiring parties.
  • Elevated overall quality of completed projects by consistently monitoring progress and addressing issues proactively.
  • Decreased project completion times by efficiently prioritizing tasks and delegating responsibilities to team members.
  • Managed competing demands and professionally adapted to frequent change, delays and unexpected events.
  • Collaborated with stakeholders to define clear project goals, leading to consistent alignment with expectations throughout the process.
  • Fostered culture of continuous improvement by organizing regular review meetings, leading to identification and implementation of key process optimizations.
  • Enhanced team productivity with introduction of agile project management techniques, facilitating quicker adjustments to project scope.
  • Coordinated cross-departmental meetings to streamline project communication, enhancing team collaboration and efficiency.

Customer Care Specialist

Principal Financial Group
11.2020 - 09.2021
  • Confer with customers about concerns with products or services to resolve problems and drive sales
  • Defuse customer concerns with exceptional conflict and problem resolution skills
  • Use Exceptional communication to connect with customers, assess needs and present solutions
  • Verify accuracy of customer account information and update when necessary
  • Respond to customer inquiries via phone and email
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Took ownership of customers issues to follow problems through to resolution.
  • Provided exceptional support during high call volume periods, maintaining a professional demeanor under pressure.
  • Reduced customer complaints by efficiently resolving issues through effective communication and problem-solving skills.

Centralized Accounting Coordinator

Hy-Vee, Inc
05.2019 - 11.2020
  • Manages books for multiple stores
  • Responsible for daily balancing and reconciliation of all aspects of store operations including: western union, money orders, utility payments, gift cards, ATM, lottery, registers and safes
  • Researching discrepancies, providing feedback to correct and monitoring trends
  • Provide daily reports to store director
  • Provide monthly inventory reports

Life Solutions Analyst

Global Atlantic Financial Group (contracted through Insight Global)
08.2018 - 05.2019
  • Responsible for start to end resolution and timely responses to escalated correspondence
  • Collaborate with multiple departments to gain proper resolution
  • Have working knowledge of multiple products and company procedures
  • Have knowledge of legal and compliance guidelines
  • Administer and maintain escalation database
  • Analyze and report weekly statistics to management
  • Identify trends

Sr. Research Specialist

Credit Bureau Mortgage Services
03.2007 - 03.2018
  • Work with multiple state and County agencies to compile liens, judgments and property ownership
  • Work closely with lenders to resolve issues against properties or individuals
  • Provide a written report with supporting documents to lenders
  • Research new counties, set up necessary accounts, develop training
  • Property Condition Reports: drive to property, take pictures, provide property assessment to lender
  • Performed regional Human Resources duties including reviewing applications, performing interviews, providing candidate feedback and new hire recommendations to the home office for official job offer
  • Develop training material, provide new hire training

Cash Accountability Clerk

Hy-Vee
10.2003 - 05.2007
  • Responsible for daily balancing of registers
  • Reconcile cash, checks, vouchers and coupons
  • Identify and correct point of sale, loan and processing errors
  • Balance and reconcile safe, utilities, postal and lottery

Problem Resolution Coordinator

ING (fka Equitable of Iowa)
12.1995 - 03.2003
  • Process policy loans and changes
  • Handle elevated calls from agents and policy holders
  • Provide written and verbal communications to agents and policy owners in elevated situations
  • Worked closely with the compliance department and Insurance Department regarding complaints
  • Accompanied manager on interviews and provided feedback on potential new hires

Education

High School Diploma -

Des Moines East
Des Moines, IA
05-1986

Skills

  • Ability to manage time and prioritize work to meet deadlines
  • Highly dependable, skilled researcher
  • Quick learner who is eager to continue learning
  • Ability to work as a team or with little to no supervision
  • Program management
  • Project coordination
  • Stakeholder engagement
  • Team leadership
  • Resource allocation
  • Communication skills
  • Conflict resolution
  • Analytical thinking
  • Time management
  • Problem solving
  • Process improvement
  • Continuous improvement

Certification

  • Root Cause Analysis, Coursera 2024
  • Foundations of Project Management, Coursera 2024

Timeline

Program Coordinator - Transformation Delivery

American Equity
09.2021 - Current

Customer Care Specialist

Principal Financial Group
11.2020 - 09.2021

Centralized Accounting Coordinator

Hy-Vee, Inc
05.2019 - 11.2020

Life Solutions Analyst

Global Atlantic Financial Group (contracted through Insight Global)
08.2018 - 05.2019

Sr. Research Specialist

Credit Bureau Mortgage Services
03.2007 - 03.2018

Cash Accountability Clerk

Hy-Vee
10.2003 - 05.2007

Problem Resolution Coordinator

ING (fka Equitable of Iowa)
12.1995 - 03.2003

High School Diploma -

Des Moines East

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Dawn Anderson