Strategic Operations Leader with 20+ years of experience in customer service, virtual contact center management, and cross-functional program leadership. Proven ability to manage and mentor large, distributed teams (1,500+ agents), drive performance improvements, and deliver exceptional client and patient experiences in fast-paced, compliance-driven environments. Expert in leveraging data analytics, monthly Chat GPT/Slack trend analysis, and CRM tools to inform business strategy, optimize processes, and support retention and growth. Recognized for building high-performing teams, fostering collaboration across departments, and delivering clear, actionable communication to diverse stakeholders. Adept at managing complex projects, balancing competing priorities, and supporting organizational objectives with an entrepreneurial, resultsoriented approach.
Hi, I’m
Dawn Kristine Hendershot
Call Center/BPO
Oklahoma City,OK
Summary
Overview
24
years of professional experience
Work History
Liveops
Senior Associate - Client Results Team
08.2021 - Current
Job overview
- Led multiple client networks of 200+ independent agents, consistently achieving 95%+ agent satisfaction
through personalized engagement. - Collaborated cross-functionally with WFM, IT, and client leadership to enhance agent experience and
drive business growth. - Analyzed complex data sets and monthly Slack/Chat GPT transcripts (2,000+ interactions/month), implementing solutions that increased agent productivity by 12% and reduced repeat support requests by
10%. - Conducted 100+ monthly 1:1s, driving engagement, retention, and compliance.
- Developed and executed account plans, achieving/exceeding KPIs and SLAs for AHT, FCR, and
adherence. - Optimized staffing and real-time SOW adherence, reducing queue wait times by 20%.
- Managed daily communications, reporting, and real-time support, meeting 100% of deadlines.
- Proactively identified and escalated trends, resolving 95%+ of issues within target timeframes.
- Designed reporting tools, improving performance metric visibility by 40%.
- Fostered agent engagement through educational support, troubleshooting, and 100% compliance.
- Facilitated 20+ Open Office and Nesting sessions per quarter for onboarding and continuous learning.
- Effectively managed multiple competing priorities while maintaining focus on delivering exceptional results for clients and the organization.
Do-Up's & Digi's By Dawn
Independent Contractor
08.2001 - 10.2021
Job overview
- Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.
- Consulted with customers to assess needs and propose optimal solutions.
- Managed costs and quality of Do-Up's & Digi's by Dawn.
- Provided primary customer support to internal and external customers.
- Developed community reputation through committed customer satisfaction and strong client relationships.
- Gathered and reviewed current data to determine areas in need of improvement.
- Maintains professional work environment through separated life and work areas to reduce background noise by 90%.
Cherie Dori, Inc
Accounts Receivable Manager
03.2016 - 02.2017
Job overview
- Year - ending 2/24/17 Responsible for acquiring reparations for debts owed to Cheri Dori.
- Receives and post payments to accounts and monitors overdue accounts to collect debts.
- Maintains files regarding the financial status of customer accounts.
- Performed duties by all applicable standards, policies, and regulatory guidelines to maintain safe working environments.
- Reconciled daily AR ledger and verified proper posting.
- Verified discrepancies and resolve clients' billing issues.
- Prepared bills receivable, invoices, and bank deposits.
- Performed routine closings, maintained clean, accurate, and accessible records, and kept up with transaction updates throughout each quarter.
Comcast Corporation
SME - Sales & Retention
09.2009 - 01.2016
Job overview
- Delivered exceptional customer support across multiple channels (phone, SMS, eChat, email), ensuring a
positive experience aligned with company service delivery strategy and Operating Principles. - Established rapport and built consultative relationships with customers, consistently upholding the
Comcast/Xfinity brand through professional, empathetic communication and effective problem-solving. - Accurately handled a wide range of customer inquiries, account changes, and service requests, resolving
issues and proactively identifying opportunities to upgrade or add services. - Retained at-risk customers by addressing concerns, reselling the value and benefits of Xfinity products,
and tailoring solutions to meet individual needs, resulting in improved customer satisfaction and loyalty. - Utilized consultative sales techniques to promote current and emerging products, consistently meeting or
exceeding sales and retention targets. - Demonstrated strong soft skills and quality behaviors, contributing to Net Promoter System (NPS) goals
and positive customer feedback. - Maintained detailed records of customer interactions and account changes, ensuring accuracy and
compliance with company policies. - Interacted with business analysts to understand requirements and verified system requirements for respective applications; Vision.
- ASCR/CSG, Einstein and Coastal Communications Guide.
- (Frontend and Backend Applications - Amdocs, Billing and CMS Logics) for Xfinity.
- Built strong relationships with customers through positive attitude and attentive response.
- Mentored and guided employees to foster proper completion of assigned duties.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Facilitated training for associates through daily coaching and regular performance appraisals.
- Initiated timely response to emails, voicemails and written correspondence.
- Positioned as go-to person for up to 1300 staff members, troubleshooting complex administrative and training issues promptly.
Education
CourseraRemote
Google Data Analytics Professional Certificate from Data Analytics
10.2024
University Overview
- Learn key analytical skills (data cleaning, analysis, & visualization) and tools (spreadsheets, SQL, R programming, Tableau).
- Understand how to clean and organize data for analysis, and complete analysis and calculations using spreadsheets, SQL, R programming.
- Learn how to visualize and present data findings in dashboards, presentations, commonly used visualization platforms.
- Gain an immersive understanding of the practices and processes used by an associate data analyst in their day-to-day job.
Skills
- ACSR/VSG, RTA, Remedy,
- All Microsoft Systems; Excel, Teams, PowerPoint
- Avaya
- Call Cast
- Call Center
- Comtrac, Amdocs, Vision,
- Delta Systems; Dialer, Recorder, Library, Supervisor
- Einstein
- Emma HQ
- Google Drive
- HTML
- Looker
- OpenForce
- SalesForce, ARC
- SharePoint
- Shiftboard
- Tableau
- UKG
- Azure Library Fundamentals
- Chat GPT
Additional Information
Additional Information
Thriveops ERG - Communications Officer
- The Thriveops ERG (Employee Resource Group) is an internal community at LiveOps designed to support, empower, and connect employees who are passionate about personal and professional growth, wellness, and thriving at work. While specific details about Thriveops at LiveOps are not publicly documented as of June 2024, ERGs like Thriveops typically focus on:
- Fostering Well-being: Promoting mental, physical, and emotional wellness through events, resources, and peer support.
- Professional Development: Offering workshops, mentorship, and networking opportunities to help members advance in their careers.
- Community Building: Creating a safe and inclusive space for employees to share experiences, challenges, and successes.
- Advocacy: Raising awareness about issues affecting employee well-being and advocating for supportive workplace policies.
Agent Experience - Program Liaison
- Mission: The Agent Experience is purposefully built to work cross-functionality and with a neutral mind set with all agent-facing teams to improve the client and customer experience by focusing on improving experience and processes associated agent enablement, engagement, and support.
- Projects Liveops Philanthropy - Oklahoma City Humane Society Acted as a bridge between client/program leadership and agent-facing teams, ensuring alignment on experience goals and operational priorities.
- Led initiatives to streamline agent onboarding, training, and support processes, resulting in improved agent satisfaction and faster ramp-up times.
- Collaborated with cross-functional teams (WFM, IT, Operations, Training) to identify and resolve pain points in the agent journey.
- Gathered and analyzed agent feedback, performance data, and sentiment to inform process improvements and engagement strategies.
- Developed and implemented best practices for agent enablement, resulting in measurable gains in agent productivity, retention, and customer satisfaction.
- Facilitated open communication and knowledge sharing between client stakeholders and internal teams to ensure a unified approach to agent support.
- Maintained a neutral, solutions-focused mindset to advocate for both agent needs and client objectives.
Liveops Philanthropy - Oklahoma City Humane Society
- June 2025 - 16 Hours - Adoption Campaign Photographer
Availability
See my work availability
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Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
“Life’s too short for dull moments—bring energy, humor, and purpose to every chapter, and make your story one worth reading.”
Accomplishments
Accomplishments
- Successfully managed and mentored networks of 1,500+ independent agents, achieving agent satisfaction scores above 95% and reducing attrition by 15% through targeted engagement and retention strategies.
- Implemented data-driven process improvements by analyzing complex data sets and conducting monthly Slack/Chat GPT transcript reviews (2,000+ interactions/month), resulting in a 12% increase in agent productivity and a 10% reduction in repeat support requests.
- Developed and executed strategic account plans, consistently exceeding client KPIs and SLAs for average handle time (AHT), first call resolution (FCR), and agent adherence.
- Led cross-functional collaboration with WFM, IT, and client leadership to optimize agent experience and drive business growth.
- Designed and facilitated 20+ Open Office and Nesting sessions per quarter, improving onboarding completion rates to 98% and boosting agent engagement scores by 18%.
- Created and implemented reporting tools that increased performance metric visibility by 40%, supporting continuous improvement and informed decision-making.
- Proactively identified and escalated emerging trends, resolving 95%+ of issues within target timeframes and directly informing operational strategy.
- Recognized for reliability, teamwork, and as a trusted resource for process, operational support, and agent engagement.
Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Work-life balanceCompany CultureHealthcare benefits401k matchWork from home optionPaid time offPersonal development programsFlexible work hoursStock Options / Equity / Profit SharingCareer advancementTimeline
Senior Associate - Client Results Team
Liveops
08.2021 - Current
Accounts Receivable Manager
Cherie Dori, Inc
03.2016 - 02.2017
SME - Sales & Retention
Comcast Corporation
09.2009 - 01.2016
Independent Contractor
Do-Up's & Digi's By Dawn
08.2001 - 10.2021
Coursera
Google Data Analytics Professional Certificate from Data Analytics