Summary
Overview
Work History
Education
Skills
Timeline
Generic

Dawn Packard

Harrison

Summary

More than 15 years' successful experience in customer service management and account management, with recognized strengths in collections, problem-solving, trouble shooting, planning/implemented proactive procedures and systems to enable quick resolutions and keeping customer standards at A+ levels. Knowledgeable Executive Assistant offering advanced administrative abilities and polished nature necessary to successfully serve executives. Focused on keeping schedules organized and operations efficient with detail-oriented and organized approach. Professional with articulate nature and expertise in call center industry and office operations. Well-versed in compliance and recordkeeping requirements. Diligent about staying on top of diverse needs with good multitasking and prioritization skills.

Workforce management professional with proven history of enhancing operational efficiency through strategic workforce planning. Known for strong team collaboration and delivering impactful results. Adept at adapting to dynamic work environments and skilled in workforce analytics and process improvement.

Overview

22
22
years of professional experience

Work History

Workforce Management Analyst

Medserve LLC
02.2021 - Current
  • Overhauled outdated reporting systems, introducing modern tools that increased data accuracy and accessibility.
  • Mentored junior analysts on best practices in workforce management analytics techniques.
  • Enhanced productivity with streamlined processes for staff allocation and workload management.
  • Coordinated closely with department heads to align workforce needs with business objectives.
  • Collaborated with cross-functional teams to develop strategies for optimizing staffing levels.
  • Optimized workforce scheduling by analyzing historical data and identifying trends.
  • Established clear communication channels among staff members regarding scheduling updates or conflicts.
  • Conducted comprehensive data analysis to identify opportunities for process improvement in workforce management.
  • Designed forecasting models to predict future workforce requirements based on historical data and trend analysis.
  • Reduced labor costs through effective forecasting and strategic planning.
  • Provided real-time support during high-volume periods, ensuring adequate staffing levels and minimizing wait times.
  • Implemented key performance indicators to measure workforce efficiency, leading to targeted improvements.
  • Improved employee satisfaction by addressing scheduling concerns and implementing flexible solutions.
  • Managed time-off requests and shift swaps efficiently, maintaining a fair and balanced schedule for all employees involved.
  • Created custom reports to track team performance, enabling informed decision-making and targeted interventions.
  • Continuously monitored industry trends in order to stay up-to-date on emerging technologies related to workforce optimization.
  • Evaluated the effectiveness of implemented solutions by monitoring key performance metrics over time, making adjustments as needed.
  • Identified inefficiencies in current scheduling processes, implementing changes that resulted in improved resource utilization.
  • Managed overtime, shift swaps, breaks and PTO requests.
  • Set and adjusted to schedules to maintain optimal coverage and service levels.
  • Produced and updated documents, reports, and tracking spreadsheets using [Software], [Software] and [Software].
  • Worked with management to develop strategic and tactical plans to meet different requirements.
  • Reduced expenses by analyzing compensation policies and implementing competitive programs while ensuring adherence to legal requirements.
  • Partnered with departmental managers to ascertain hiring needs and subsequently provide candidate recommendations.
  • Improved office efficiency by effectively managing internal communications and correspondence.
  • Conducted performance reviews and provided feedback to managers on employee performance.
  • Completed human resource operational requirements by scheduling and assigning employees.
  • Generated and analyzed reports to monitor employee engagement and attrition trends.
  • Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.

Executive Assistant to the CEO

Resource 1 Telecom
03.2013 - 02.2021
  • Executing routine responses via telephone and/or email inquiries on behalf of executives.
  • Establishing and maintain a positive public relations with customers, vendors, and industry partners.
  • Setting up special projects for success by researching topics and coordinating resources.
  • Reorganizing scheduling for internal and external meetings, travel plans, conference calls, and day-to-day executive obligations.
  • Developing proposals for independent jobs and large contracts.

Account Manager / Sales Support Specialist

Lifetouch National Studios / Shutterfly
03.2015 - 12.2020
  • Executing resolutions based on thorough investigations of concerns.
  • Resolving customer grievances consistently with 99% satisfaction.
  • Processing customer and operation needs while maintaining strict performance targets.
  • Collaborating effectively with diverse sales team and house co-workers to accomplish daily objectives and meet all long term goals.
  • Compiling all necessary data for job set up and execution. Including student data, locations, times, photographers, equipment needed and marketing materials.

Call Center Manager

Covista Communications
10.2003 - 03.2013
  • Implementing a one call call center with cross training from all departments to enable the “one call” customer service center.
  • Reorganizing and managing customer service, collections department and 1st level network operations technicians.
  • Responding to all Federal Communications Commissions and Better Business Bureau complaints against the company with a 100% verdict on the side of the company.
  • Evaluating all current paperwork to verify it is in compliance with internal standards, legal and tariffs filed.
  • Directing 100% of call center operations, including staff management, task delegation and customer service escalations.
  • Eliminating 35% of resource and billing waste through effective monitoring of 45267 lines and improved controls on costs.
  • Maximizing employee performance with effective training and close mentoring.
  • Restructuring daily workloads by organizing effective schedules and delegating tasks.

Education

HR associates -

Chattanooga State
Chattanooga, TN

Skills

  • Account management updates

  • Inbound call management

  • Customer service expertise

  • Effective time management

  • Professional writing skills

  • Strategic workforce planning

  • Optimized scheduling processes

  • Conflict resolution skills

  • Data pattern evaluation

  • Operational capacity analysis

  • Data-driven forecasting

  • Schedule management

  • Workforce management tools

  • Effective team collaboration

  • Analytical problem-solving

  • Strong verbal communication

  • Responsive to new challenges

  • Strategic decision-making

  • Experienced with Microsoft Office applications

  • Proactive self-starter

  • Strong relationship-building abilities

  • Complex Problem-solving

  • Staffing analysis

Timeline

Workforce Management Analyst

Medserve LLC
02.2021 - Current

Account Manager / Sales Support Specialist

Lifetouch National Studios / Shutterfly
03.2015 - 12.2020

Executive Assistant to the CEO

Resource 1 Telecom
03.2013 - 02.2021

Call Center Manager

Covista Communications
10.2003 - 03.2013

HR associates -

Chattanooga State

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