DAWN H. BABICH
Shallotte
Summary
Dynamic Customer Service Manager with a proven track record in client onboarding, de-escalations, and fostering cross-departmental collaboration to enhance operational efficiency. Strong advocate for cultivating a positive team environment and ensuring Specialists are equipped with necessary resources to deliver exceptional customer service. Committed to providing personalized experiences for customers, recognizing the importance of human connection in an increasingly automated world. Expertise in innovative problem-solving and strategic thinking drives continuous improvement and customer satisfaction.
Overview
27
27
years of professional experience
Work History
Manager – Academics Customer Service Department
WT Cox Information Services
Shallotte, NC
01.2016 - 09.2025
- Managed customer service team to resolve inquiries and issues professionally, courteously, and effectively.
- Implemented new processes to streamline customer support operations.
- Coordinated communication between departments to ensure consistent service experience.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Provided outstanding service to new and long-standing customers by attending closely to concerns, developing solutions, and providing training whenever necessary.
- Monitored staff performance to ensure adherence to customer service standards.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Provided resolutions for clients with unusual billing needs by conducting research, reviewing findings, and making recommendations that fell within company parameters.
- Delegated work to staff, setting priorities and goals.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations regarding escalations that required management intervention.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Remote since March 2020
Assistant Manager – Academics Customer Service Department
WT Cox Information Services
Shallotte, NC
01.2014 - 01.2016
- .
- Facilitated regular team meetings, fostering open communication and collaboration among departments.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Developed strong working relationships with staff, fostering a positive work environment.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Enhanced team productivity by streamlining operational processes.
- Generated repeat business through exceptional customer service.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
Customer Service Specialist
WT Cox Information Services
11.2010 - 01.2014
- Resolved customer inquiries through multiple communication channels, ensuring high satisfaction levels.
- Mentored junior team members on best practices for customer interaction and problem resolution.
- Collaborated with cross-functional teams to streamline operations and improve service offerings.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Cross-trained and provided backup support for organizational leadership.
- Maintained up-to-date knowledge of product and service changes.
- Increased efficiency and team productivity by promoting operational best practices.
- Remote
Pricing Department Manager
WT Cox Information Services
01.2010 - 08.2010
- Led a team of professionals to consistently achieve or exceed performance targets.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Led cross-functional teams in high-priority projects, ensuring successful outcomes within tight deadlines.
- Established team priorities, maintained schedules and monitored performance.
- Customized narratives for bid responses, ensuring submission prior to the deadline, allowing time for feedback and questions from potential clients.
Account Manager
WT Cox Information Services
05.2008 - 01.2010
- Managed client relationships, ensuring satisfaction and fostering long-term partnerships.
- Coordinated cross-functional teams to streamline project execution and improve communication.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Negotiated contract terms with clients, securing favorable agreements for both parties.
- Streamlined internal processes for better efficiency in account management tasks.
- Facilitated client meetings to gather feedback and adjust strategies accordingly, ensuring alignment with client objectives.
- Organized trade show participation, showcasing company offerings to prospective customers and generating leads.
Customer Service Specialist
WT Cox Information Services
Shallotte, NC
11.2006 - 05.2008
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Met customer call guidelines for service levels, handle time and productivity.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Cross-trained and provided backup support for organizational leadership.
- Maintained up-to-date knowledge of product and service changes.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
Office Assistant
ERA Walters Realty
Calabash, NC
07.2006 - 10.2006
- Assisted in scheduling appointments and maintaining calendars for real estate agents.
- Processed incoming correspondence, prioritizing urgent matters for timely response.
- Maintained confidentiality in handling sensitive information while performing administrative tasks.
- Facilitated smooth operations by efficiently handling incoming mail, phone calls, and visitor inquiries.
- Achieved high levels of accuracy in data entry tasks while adhering to strict deadlines.
- Prepared and edited documents to produce precise, accurate and professional communication.
- Improved data accuracy, entering and updating records in database with keen eye for detail.
Human Resources Representative
Westgate Resorts
Myrtle Beach, South Carolina
06.2005 - 07.2006
- Maintained accurate employee records using HR information systems effectively.
- Organized company-wide events such as charity drives or holiday parties.
- Completed background checks, onboarding, paperwork, and new hire orientation for employees.
- Completed employment termination paperwork.
- Conducted recruitment activities such as job postings, interviewing candidates, and reference checks.
- Supported employees with benefits enrollments by guiding process and answering questions.
- Provided essential support to address individual HR needs of employees.
- Assisted candidates with application processes by answering questions about application, performing background checks, providing I-9 forms and handling drug screening paperwork.
- Coordinated with external vendors for the provision of employee services, such as training and benefits administration.
Business Services Representative
American Soundcraft / TAC Electronics
Syosset, New York
09.1998 - 12.2004
- Coordinated service requests and ensured efficient workflow across departments.
- Implemented process improvements that streamlined service delivery and reduced turnaround time.
- Delivered outstanding customer service while managing high call volume and maintaining accuracy in data entry.
- Managed billing processes, ensuring accurate invoicing and timely payment collection from clients.
- Trained new personnel regarding company operations, policies and services.
- Maintained up-to-date knowledge of product and service changes.
Education
Certification - Early Childhood Education
Brunswick Community College
Bolivia, NC07.2005
Bachelor of Arts - English Literature
Stony Brook University
Stony Brook, NY12.2002
Skills
- Remote Collaboration and Project Management: Zoom, Skype, GoToMeeting, Microsoft Teams
- Software & Document Sharing: Microsoft Office - Word, Excel, Outlook
- Skillful at adapting to new technologies quickly and independently
Languages
English
Native or Bilingual
Spanish
Elementary
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Work Preference
Work Type
Full TimeGig WorkLocation Preference
RemoteImportant To Me
Work-life balanceCompany CultureHealthcare benefitsWork from home optionPaid time offInterests
Music
Reading
Writing
Animals
Kids
Painting
Quilting
Timeline
Manager – Academics Customer Service Department
WT Cox Information Services
01.2016 - 09.2025
Assistant Manager – Academics Customer Service Department
WT Cox Information Services
01.2014 - 01.2016
Customer Service Specialist
WT Cox Information Services
11.2010 - 01.2014
Pricing Department Manager
WT Cox Information Services
01.2010 - 08.2010
Account Manager
WT Cox Information Services
05.2008 - 01.2010
Customer Service Specialist
WT Cox Information Services
11.2006 - 05.2008
Office Assistant
ERA Walters Realty
07.2006 - 10.2006
Human Resources Representative
Westgate Resorts
06.2005 - 07.2006
Business Services Representative
American Soundcraft / TAC Electronics
09.1998 - 12.2004
Bachelor of Arts - English Literature
Stony Brook University
Certification - Early Childhood Education
Brunswick Community College