Dawn Pusic

• Created trusted relationships/partnerships with several Fortune 100 HR Directors.

• Improved operational efficiency in short timeframe to improve quality and overall client satisfaction.

• Innovate on the latest technology enhancements (HR Administration software) with team and clients using standard system development lifecycles.

• Led strategic roadmap and quarterly reviews with clients and team.
• Nominated and completed a competitive year long program based on the Challenger Selling Methodology.

Ability to increase profitability performance for each of my client teams

• Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
• Monitored project progress, identified risks and took corrective action as needed.
• Used standard system development lifecycle to manage code migration of all system changes

Monitor and maintain the overall quality of benefits delivery for the company’s service and serve as the direct point-of-contact for service specific topics. Provide high-quality customer service and support, respond to inquiries, and effectively resolve complaints or issues. Manage the day-to-day operations for specific services and record and analyze internal and external change orders. Supervise, motivate, mentor, and evaluate employees and conduct effective personnel training and orientation programs.

Delivered and maintained fully functional systems and enhanced existing and newly created custom systems. Analyzed plan requirements, system functionality, and conducted system tests. Provided high-level implementation, service, and technical support with large and complex team projects.

Accepted a high-volume of inbound phone calls in a fast-paced environment and placed outbound follow up calls to customers, resulting in enhanced customer satisfaction and client account retention.