Dawn Jarvis
Herndon,VA
Summary
Experienced leader within Customer Support, Sales, and Operations, with over 15 years of experience in e-commerce and technology-based organizations. Excellent reputation for building teams and processes while improving customer satisfaction, and driving overall operational improvements. Passionate about designing and implementing training programs that lead to superior customer experiences and team member development. A people focused leader who coaches, motivates, and engages employees to support company goals and values.
Overview
21
21
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
Work History
Enterprise Support Manager
Amazon Web Services, AWS
08.2022 - Current
- Lead a team of Enterprise Financial Account Managers to drive customer satisfaction through providing a seamless billing experience to AWS Enterprise customers.
- Act as a Kaizen Champion, guiding teams through workshops utilizing six sigma tools and methodology to create project opportunities and drive process improvement.
- Develop leaders through training and mentoring as an instructor of the global Customer Support Future Leadership Development Program on topics such as coaching, feedback, delegation, and emotional intelligence.
- Launched first ever AWS Customer Service Webinar program to educate customers on billing and cost optimization tools with customer satisfaction rating of 98%.
- Lead efforts for process automation and optimized intra-day queue coverage to improve the frequency of meeting the First Response Service Level (FRSL) metric by 50%.
- Provide strategic guidance to the CS Cost Optimization SMEs including implementation of a quality assurance process. Cost optimization initiatives have produced customer savings over $21M YTD.
- Drove CS AI adoption by ensuring 100% compliance of AI foundational training and certification.
- Acted as a point of escalation for billing and account issues to coach builders to resolution with customers who spend on average $30-$50M per month with AWS.
Manager, Clinical Operations
Syneos Health
09.2021 - 08.2022
- Oversaw all operations of the Registry Coordinating Center to include resource budgeting and allocations, performance management, and business owner of tools and resources
- Collaborate with Project Managers to allocate resources efficiently based on project budgets and ensure 90% utilization of Registry Management Associates.
- Reduce duplication of work by developing new tools and systems by working with internal software developers to integrate call center functionality and good clinical research practices.
- Gained sponsor (customer) confidence quickly by introducing forward-thinking technology strategies to improve patient enrollment and compliance with non-interventional studies.
- Implemented new Sharepoint site as a singular resource for SOPs, team documents, and study-related content.
- Quickly got up to speed on Clinical Research best practices and tools (Veeva Vault, Medidata CTMS, Medrio, and Medable databases).
Enterprise Customer Service Team Manager
Amazon Web Services, AWS
10.2020 - 09.2021
- Led a team of high performing technical customer support representatives to provide superior white glove customer service for the highest value commercial customers at Amazon Web Services with portfolios of customers with spends of millions of dollars in revenue per month.
- Drove improvement in customer experience by leading training and implementation for new quality assurance program
- Acted as point of escalation for high volume strategic customers and technical account managers
- Implement process improvements to the training and Onboarding program by mentoring team to improve a "check ride" process to better prepare agents for customer facing consultations and onboarding meetings.
- Improved manager satisfaction rating by ~25%, increasing to 5/5 stars, by driving individual performance and development initiatives
- Encouraged cross-functional collaboration by leading Customer Connection training - providing shadowing and insight opportunities for other departments to learn more about the customer service team at AWS and to connect them to the lends of the customer.
Senior Manager, Customer Support
Notarize Inc.
04.2020 - 08.2020
- Grew Support organization by 500% while improving customer satisfaction and chat and email response time.
- Re-vamped on-boarding and training process - implemented improvements allowing new team members to ramp more quickly into the Support role.
- Developed KPIs for Support team as they relate to productivity and quality standards.
- Collaborated with Engineering and Product/UX design to report bugs, customer issues, and proposals for platform enhancements
- Successfully on-boarded Enterprise accounts and acted as primary point of contact for all product and technical support during on-boarding process.
Director, Residential Sales and Operations
US Inspect
Chantilly, Virginia
07.2017 - 04.2020
- Increased inbound call conversion by 50% through implementation of new training and call coaching methodology
- Led technical implementation for multiple call center solutions.
- Acted as primary point of contact for on-boarding new Enterprise relationships (to include presenting API integrations and training of our home inspection software)
- Developed and implemented a new internal on-boarding and training program and team KPIs to improve customer service levels and call quality
- Implemented the Net Promoter Score (NPS) process to monitor customer satisfaction and lead innovations in improving the customer experience
- Act as account manager for key corporate client relationships - providing excellent customer service and reporting on successes and opportunities.
- Collaborated with, and presented to, C-level executives to ensure successful partnerships.
- Spearheaded leadership training within the company by designing a 3-day off-site training. Created content, managed the event, and delivered the training to company leaders
- Drove projects to innovate processes within the Residential Sales Team and overall operations of the company
Senior Manager, Sales and Service Operations
CustomInk
Fairfax, VA
06.2009 - 12.2017
- Grew the Sales and Service team by 500% (300+person sales force) over five years. Expanded company call centers to Dallas, TX and Reno, NV
- Implemented customer experience review and NPS closed loop processes into weekly team health review
- Designed and established a new personnel recruitment process to accommodate rapid sales force growth, maintain high standards of customer service, and fostered low attrition rates. This process included resume screening, interview training, and sourcing strategy for new locations
- As a key participant on executive leadership teams, analyzed data to develop short and long-term sales strategy and revenue goals
- Fostered company transparency by developing and implementing a collaborative communication plan for sales and team managers. Oversaw a “commitment to communicate” mindset with supervisors to convey new goals and values to employees
- Exceeded productivity and sales targets by 20-25% consistently by providing coaching and feedback to sales managers and, in turn, improved their coaching to sales representatives
- Developed KPIs and maintained the performance based earnings (commission) compensation program for the Sales and Service Team, leveraging performance analytics and reporting
- Established a quality assurance process (the WOW customer experience) that aligned sales managers and team members customer goals that increased leads to sales conversion from 18% to 35%
- Increased employee engagement and morale by organizing department contests, fun events, and incentive programs
Sales And Service Associate Manager
Customink
01.2008 - 06.2009
- Coached and developed a team of 8-10 sales representatives to exceed performance targets in sales, productivity, conversion, and customer satisfaction
- Identified areas for improvement in the experience team members were receiving and developed standardized one on one templates and performance evaluations
Sales And Service Representative And Trainer
CustomInk
06.2005 - 01.2008
- Became up to speed quickly by exceeding sales and performance targets and became a coach and trainer for incoming team members
- Consistently a top performer in the department in regards to productivity and commission, typically earning in the top 5-10% of the team, often doubling the monthly sales quotas
- Developed and implemented new training program and acted as a trainer for 30+ new team members
Education
Bachelor of Arts - Economics
University of Virginia
Charlottesville, VA 08.1999 - 05.2003
Skills
CRM Platforms
Support Ticketing Software
Gen AI
Six Sigma Methodology
Leadership Development
Account Management
Learning and Development (Training)
Technical Support
Real Estate Transactions
Behavior Based Interviewing
Data and Analytics
Certification
Moseley Real Estate Training
Timeline
Enterprise Support Manager
Amazon Web Services, AWS
08.2022 - Current
Manager, Clinical Operations
Syneos Health
09.2021 - 08.2022
Enterprise Customer Service Team Manager
Amazon Web Services, AWS
10.2020 - 09.2021
Senior Manager, Customer Support
Notarize Inc.
04.2020 - 08.2020
Director, Residential Sales and Operations
US Inspect
07.2017 - 04.2020
Moseley Real Estate Training
02-2017
Senior Manager, Sales and Service Operations
CustomInk
06.2009 - 12.2017
Sales And Service Associate Manager
Customink
01.2008 - 06.2009
Group Fitness Instructor Certification
09-2006
Sales And Service Representative And Trainer
CustomInk
06.2005 - 01.2008
Bachelor of Arts - Economics
University of Virginia
08.1999 - 05.2003