Hi, I’m
Dawn Hendershot
Call Center/BPO
Oklahoma City,OK
"Life's too short for dull moments and boring stories; sprinkle a little humor, write your narrative with gusto, and make each chapter a page-turner!"
Dawn Kristine Hendershot
Summary
Experienced Senior Client Results Associate (SR CRA), dynamic leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
15
years of professional experience
Work History
Liveops
Senior Client Results Associate
07.2022 - Current
Job overview
- Years of Experience: 2.5 years of Liveops contact center/BPO experience.
- Computer Skills: Mastery of Microsoft products including Outlook, Word, Excel, and PowerPoint.
- Typing Speed: Able to type 125+ words per minute.
- Data Analysis: Experience analyzing complex data sets, identifying trends, and extracting insights to drive client success.
- Adaptability: Demonstrated ability to adapt to rapidly changing business requirements and priorities.
- Customer Support: Delivered exceptional customer support, personalizing interactions and demonstrating empathy in all engagements with Agent community.
- Collaboration: Collaborated effectively with cross-functional teams to enhance Agent experience and support client business growth.
- Proactivity: Exhibited a proactive and self-motivated attitude, manage tasks independently and resources to assist the Agent community.
- Issue Resolution: Identified and escalated trends within Agent community to ensure swift and effective issue resolution.
- Real-time Support: Provided real-time support to Agents, leveraging available tools to promptly address inquiries and resolve issues.
- Agent Engagement: Fostered Agent engagement and retention by offering educational support, troubleshooting assistance, and adhering to Liveops compliance standards.
- Client Engagement: Engaged professionally in client-specific activities, including communication channels, responding to support tickets, engaging with agents in forums, monitoring performance metrics, etc.
- Key Point of Contact: Served as a key point of contact for Agents, facilitating sessions and maintaining consistent communication.
- Strategic Account Management: Executed strategic account plans by focusing on key client metrics (KPIs, SLAs, etc.) while communicating these daily/weekly/monthly goals to Client community of Agents.
- Task Management: Consistently implemented skills and knowledge to manage and prioritize competing tasks; ability to multi-task and pivot from one task to another to include internal and Agent communications, on/off-call Agent questions, client reporting, and more.
- Research: Independently conducted research on programs, processes, and initiatives.
- Client Solutions: Understood and empathized with clients' challenges and goals, and consistently strived to provide solutions that meet their unique needs, maintaining confidentiality and respecting client privacy.
- Team Support: Ability to independently provide guidance, support, and encouragement to team members.
Liveops
Client Results Associate
10.2021 - 07.2022
Job overview
- Demonstrates high level of customer experience to support Agent community
- Collaborates with cross-functional teams as team player
- Highly motivated self-starter with can-do attitude
- Utilizes provided resources to assist Agent community
- Recognizes trends within Agent community and escalates concerns for effective resolution
- Partners with program and cross-functional teams to support growth of client business and Agent community
- Delivers consistent, excellent customer experience to Agent community by personalizing interactions and showing empathy in every Agent engagement
- Provides real-time support to Agents by utilizing resources to quickly answer on-call questions
- Promotes active Agent engagement through motivation and education
Diagnose, troubleshoot, and resolves Agent issues via both on-call and off-call communications while adhering to Liveops compliance standards - Actively contributes to Agent retention by utilizing current and new support tools
- Professionally participates in client-specific activities such as email/Slack communications, calibration calls, responding to support tickets, engaging with agents in the forums, etc.
- Monitors contact to identify agent performance and contact trends
Reads and executes instructions for a variety of applications and/or processes - Serves as point-of-contact to Agent community through the facilitation of sessions, office hours, reach-out calls, and daily/weekly communications
Assists the Brand Specialist with QA-specific areas and communication as needed - Leads and/or participates in virtual meetings in a distraction-free environment with a willingness to participate on camera for both internal and external meetings, as needed
- Adapts to rapidly changing business requirements and priorities
Works independently and meets deadlines
Do-Up's & Digi's By Dawn
Independent Contractor
08.2017 - 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
Leadership Team Member
09.2009 - 01.2016
Job overview
- 7 Years - ending 1/18/16 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
Coursera, Remote
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
Additional Information
- AWARDS , Customer Service Appreciation: Quarters 1-4, 2011 Customer Service Appreciation: Quarters 1&3, 2012 Customer Service Appreciation: Quarters 1-4, 2013 Customer Service Appreciation: Quarters 1-4, 2015
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Successfully led and mentored a network of 600 agents, enhancing engagement, retention, and compliance.
- Spearheaded weekly communications for 700 agents, driving metric awareness and improving performance.
- Reduced agent attrition by 15% through improved onboarding processes and engagement strategies.
- Developed strategic account plans that aligned with client KPIs, resulting in performance excellence.
- Analyzed and streamlined APF report processes, optimizing performance tracking and strategic planning.
- Created and delivered branded communications, improving clarity and engagement within Nordstrom teams.
- Implemented new workflows at Comcast, reducing response times by 20% and increasing operational efficiency.
- Played a pivotal role in training initiatives, enhancing team skills and productivity through structured programs.
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 Client Results Associate
Liveops
07.2022 - Current
Client Results Associate
Liveops
10.2021 - 07.2022
Independent Contractor
Do-Up's & Digi's By Dawn
08.2017 - 10.2021
Accounts Receivable Manager
Cherie Dori, Inc
03.2016 - 02.2017
Leadership Team Member
Comcast Corporation
09.2009 - 01.2016
Coursera
Google Data Analytics Professional Certificate from Data Analytics
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