Dawn Taylor
Converse,TX
Summary
Focused Operations Project Manager adept at planning, directing and maintaining continuous compliance and process operations in various departments. Demonstrates proficiency in managing projects related to compliance initiatives and ensuring adherence to day-to-day operations through effective employee interaction. Applying creative and analytical approach to operations for continuous process improvement. Skilled at identifying or anticipating problems and providing solutions. Excels through mentoring, training and empowering team to excel in performance.
Overview
38
38
years of professional experience
Work History
Operations Project Manager
GCI
02.2019 - Current
- Implementation of various quality checks and audits that focus on order and billing accuracy.
- Monitor, upgrade and Maintain LARS and LARS reporting.
- Verify Lifeline Recertracker is working as designed, pull reports and complete required tasks.
- Gather and analyze statistical information for management.
- Prepare Lifeline portion of forms for 555 reporting.
- Audits for USAC and FCC.
- Prepare and update Lifeline new hire and annual trainings.
- Review and create internal processes to maintain compliance regarding Lifeline and other products or processes as required.
- Maintain compliance and updates with LCAD.
- Prepare and audit reports for lifeline for NLAD discrepancies.
- ETC administrator creating and maintaining RAD ID's for GCI.
- Provide support for various departments by ensuring accuracy of billing and order entry for new
products, services, plans and promotions. - Make recommendations and requirements for error reports
- Participate in project, weekly and ad hoc meetings regarding requirement gathering, review and
implementation. - Work projects as required by Product or Management.
- Open defects and tickets to support testing that is not approved due to defects.
- Keep toolkit updated with all information regarding, sales audits, lifeline updates.
- Audit for compliance, maintain scorecards on error types and reasons for errors to provide feedback
to managers, employees. - Create and maintain share point sites for department.
- Provide timely feedback to agents when sale is not validated, billing or order entry errors, as well
as advice on what agent can do to correct. - Forward suggestions for training for specific agents and/or product lines to supervisor and manager.
- Communicate known system and billing issues. Assist with updating and maintaining processes and procedures for new promotions, plans and products.
- Create and maintain Toolkit pages owned by consumer services.
- Update Toolkit with new product launches.
- Design QBITs (new Lifeline system).
- Assist, create or maintain new FCC programs or projects (such as Affordable Connectivity Program, Broadband Labels, or Safe Connections Act) assigned by LCAD or Product.
- Monitored project progress closely, adjusting strategies as needed to ensure all objectives were met within deadlines.
- Collaborated with upper management on strategic initiatives, aligning operations projects with overall business goals.
Mgr, Lifeline Quality & Data Control
GCI
04.2015 - 02.2019
- Hiring, leading, developing and managing performance of Lifeline Quality & Data Control team.
- Reorganize structure of Lifeline daily operations.
- Ensure Lifeline compliance and quality assurance.
- Develop reporting and recording keeping to ensure GCI met USAC Lifeline requirements.
- Update and create Lifeline training for GCI.
- Update intranet / toolkit for Lifeline, Quality, and any other sections overseen by team.
- Redefine and create Quality reports for auditing.
- Worked with NC team to correct Lifeline issues in NC.
- Ensured Lifeline customers recertified yearly.
- Line counts for Lifeline subsidy.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Restructured Lifeline daily process and employee tasks.
- Caught Lifeline up from being 6,923 applications behind to being worked within hour.
- Designed Lifeline Automated Reporting System (LARS).
- Redesigned Recertracker process and program to meet USAC's new requirements.
- Worked with NC team to correct NC issues so that Lifeline could be added and modified in NC as it was broken at Go Live.
- Redesigned Lifeline application and recertification in GCI's online portal to new design by USAC / FCC.
Systems & Services Trainer
GCI
07.2007 - 04.2015
- Product, systems and services training.
- Project development with Marketing & IT.
- Creating training / lesson plans.
- Online training.
- e-training.
- Class Scheduling.
- Back up for Rachel when out of office.
- Creation of Training Scheduling & Class Database.
- Intranet Creation / Updates (Old Toolkit).
- Lifeline Training Compliance.
- Multiple Project completions or transitions such as eBill, Prepaid, Verisign Alaska Digitel conversion, Alaska Communications conversion.
- Online Training via VTC for those in other cities.
- Creation of Training Scheduling & Class Database.
- Intranet re-organization for agents to find information easier.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided one-on-one mentoring to help individuals reach their full potential within organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Evaluated effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Collaborated with subject matter experts to create accurate training content.
- Delivered dynamic presentations to facilitate learning and retention among diverse audiences.
- Streamlined processes for creating, updating, and distributing training materials, resulting in significant time savings for staff members involved in these tasks.
Consumer Service Delivery Specialist
GCI
02.2006 - 07.2007
- SLR team.
- DLPS Order Processing / Provisioning.
- UF Order Processing.
- Coordinate orders with other LECs & Cellular Providers.
- CSD Emails.
- Customer Service.
Quality Order Processing Specialist II
GCI
11.2004 - 02.2005
- Auditing / Commissions.
- Provided cross-functional support during peak periods or staffing shortages, demonstrating adaptability and teamwork skills.
- Completed accurate order entry and data verification.
- DSR Customer Service.
- Assisted customers with product and service selections.
- Auditing / Commissions.
- Data Entry.
- Order Processing.
- RCS Emails.
CSR
GCI
03.2003 - 11.2004
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
- Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
Service / Office Manager
Taylor's Transmission Service
04.1990 - 03.2003
- Staff management.
- Manage operations.
- Payroll.
- Customer Service.
- Accounts Payable / Receivable.
- Scheduling.
- Data Entry.
- Website.
- Order parts.
- Create sales quotes.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
Receptionist
Industrial Roofing
05.1989 - 05.1990
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Reorganizing file systems / blue prints.
- Paper files to electronic.
- Temporary Position.
Teller
First National Bank of Anchorage
03.1988 - 05.1989
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Processed customer transactions promptly, minimizing wait times.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
Assistant Manager
Burger King
01.1987 - 03.1988
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Ensuring clean prep / work area / restaurant area.
- Ensuring quality, productivity, and quick delivery times.
- Safety.
Education
Associate of Science - AAS Accounting & Bus. Admin.
Charter College
Anchorage, AKSkills
Scheduling and Planning
Operational Efficiency
Data review
Compliance Monitoring
Risk Management
Business Analysis
Logistics Management
Stakeholder Communications
Processes and procedures
Productivity Improvement
Timeline
Operations Project Manager
GCI
02.2019 - Current
Mgr, Lifeline Quality & Data Control
GCI
04.2015 - 02.2019
Systems & Services Trainer
GCI
07.2007 - 04.2015
Consumer Service Delivery Specialist
GCI
02.2006 - 07.2007
Quality Order Processing Specialist II
GCI
11.2004 - 02.2005
CSR
GCI
03.2003 - 11.2004
Service / Office Manager
Taylor's Transmission Service
04.1990 - 03.2003
Receptionist
Industrial Roofing
05.1989 - 05.1990
Teller
First National Bank of Anchorage
03.1988 - 05.1989
Assistant Manager
Burger King
01.1987 - 03.1988
Associate of Science - AAS Accounting & Bus. Admin.
Charter College
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