Dawn Munro
Candia,NH
Summary
Motivated Team Lead possessing excellent leadership and planning abilities with ten years of knowledge in products at Lincoln Financial and trained in all In Force Life queues, including most recent, Life Claims. Focused on teaching representatives to deliver high-quality service to customers on strict metrics. Monitors, trains, and encourages employees to improve skills and meet demanding targets. History of successfully developing and managing strong teams through proactive refreshers, reminders, guided calls and shadowing.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Team Lead
Lincoln Financial Group
Greensboro, NC
06.2020 - Current
- Motivated staff through positive reinforcement techniques.
- Trained representatives for the premier partner queues.
- Trained representatives for the premier partner email inboxes.
- Developed and updated premier partner training material.
- Developed a calendar for Premier Partner Reps that would give them a rotation on shifts which allowed fairness in scheduling for the closing shift.
- Monitored team performance, taking corrective action where necessary.
- Held regular one-on-one coaching sessions with staff members to encourage personal development.
- Develop plan to focus on improvement needed for representative with manager and implement.
- Resolved escalated customer complaints or queries promptly and efficiently by working with multiple teams across Lincoln Financial.
- Managed Help Desk channel for the Teams and answer questions to help the representative service the call or helped them find their answer
- Ensured compliance with company policies and procedures throughout the team.
- Assisted with phone queues when necessary.
Sr. Customer Care Professional
Lincoln Financial Group
Greensboro, NC
09.2018 - 06.2020
- Provided guidance and support to junior colleagues working in the same department.
- Managed multiple tasks simultaneously while adhering to strict goals.
- Spoke with premier partners and provided them with quick and efficient service.
- Managed the email inbox for premier partners.
- Developed calendars for premier partners to rotate working on the email inboxes.
- Worked with multiple teams across Lincoln to compete tasks for premier partners and do it in a quick manner.
Customer Care Professional
Lincoln Financial Field
Greensoro, NC
09.2015 - 09.2018
- Provided product and service information to customers and agents.
- The promotion was obtained by getting my Series 6 license which allowed me to service all VUL Life products.
Customer Care Associate
Lincoln Financial Field
Greensboro, NC
07.2014 - 09.2015
- Assisted with customers inquring about numerous requests from how their product works to making payments.
- Adhered to strict metrics, including handle time and talk time.
- Adhered to my break and lunch schedules in a timely manner.
- Volunteered for overtime frequently.
- Volunteered to learn new things, such as address changes and illustrations.
- Piloted our Chat feature when it was new and we only offered public chats.
- Spoke publicly at a Company Wide Lincoln meeting to inform everyone of the pilot, how it works and what it means for the future of Lincoln Financial.
- Maintained professionalism and understanding.
- Became cross trained in all In Force Life queues.
- Learned the business areas and developed relationships with the areas I worked with the most.
Education
High School Diploma -
John Stark Regional High School
Weare06-2007
Skills
- Positive and encouraging
- Schedule Management
- Mentoring abilities
- Excellent Communication
- Reliability
- Professional
- Flexible and Adaptable
- Multitasking
- Effective listening
- Problem-solving abilities
- Interpersonal Skills
Certification
- Series 6 License obtained 2015
- ACS certification obtained in 2015
- ALMI certification obtained in 2015
Accomplishments
- I have received eight Shout Out Awards from colleagues and managers in 2023.
- I have received six Shout Out Awards from colleagues and managers in 2024.
References
References available upon request.
Timeline
Team Lead
Lincoln Financial Group
06.2020 - Current
Sr. Customer Care Professional
Lincoln Financial Group
09.2018 - 06.2020
Customer Care Professional
Lincoln Financial Field
09.2015 - 09.2018
Customer Care Associate
Lincoln Financial Field
07.2014 - 09.2015
High School Diploma -
John Stark Regional High School