Dawn Wells

A&R records-I answer questions from other departments within department of corrections and the public regarding classification and inmate records. I currently build files that will follow the inmates through their time during their stay at Oklahoma correctional facilities. I log completed files into our database. If a file is missing information it is my job to track down the information so that the inmates file can be completed and the inmate can then be transferred to another correctional facility.

A&R Intake-Check in new reception inmates, print reception receipts for counties, write statutes on receipts for the officers to enter in the system to take inmates pictures and prints, admit new reception inmates, verify and input information from Inmate/Offender 12 pagers into ICON, scan and upload Inmate/Offender 12 pagers into each inmates files.

• Proven ability to learn quickly and adapt to new situations.
• Worked effectively in fast-paced environments.
• Managed time efficiently in order to complete all tasks within deadlines.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Adaptable and proficient in learning new concepts quickly and efficiently.
• Identified issues, analyzed information and provided solutions to problems.

Assisted state employees, retirees and family members with questions regarding all medical, dental, vision and life insurance plans offered through the state. Assisted with enrolling members in insurance plans, address changes, beneficiary changes, processing life insurance claim forms, COBRA forms and answering questions regarding insurance claims , assisting members and retirement coordinators with any issues they were having accessing benefits and or medications.

• Skilled at working independently and collaboratively in a team environment.
• Managed time efficiently in order to complete all tasks within deadlines.
• Excellent communication skills, both verbal and written.
• Identified issues, analyzed information and provided solutions to problems.
• Self-motivated, with a strong sense of personal responsibility.
• Organized and detail-oriented with a strong work ethic.
• Proved successful working within tight deadlines and a fast-paced environment.
• Used critical thinking to break down problems, evaluate solutions and make decisions.

Greet all visitors to OPERS, Answer all incoming calls direct them to correct departments or persons, answered questions from the public regarding retirement, vesting, active members and their families, fill form requests from members, assist records department with scanning and filing documents, address changes and beneficiary forms, preparing files for storage, assisted soonersave members with forms, withdrawals, address changes, enrollments, investments and answered any questions about the 401A and 457 b plans. I also assisted any walk-in members with filling out retirement paperwork and or soonersave paperwork.

• Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
• Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
• Managed high call volumes while providing exceptional customer support and maintaining professional composure.
• Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
• Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
• Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.

I attended training events for our Oklahoma Public Awareness Liaison trainings. At the events I assisted in setting up the room, our scenario table, registration of the attendees collecting paper work and grading the attendee exams. I also entered attendee information into our data base. I assisted in booking venues, developing the training schedules and contacting all invited agencies to see if they would be attending. Assisted in the invitation process. I also scheduled the ADHOC training events for agencies who were not able to attend the trainings and I made sure our website information was up to date with training dates and uploading photos taken at training events and any trade shows OPAL took part in.

• Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
• Enhanced office efficiency by streamlining administrative processes and implementing organizational systems.
• Facilitated collaboration within the team by organizing regular meetings, maintaining meeting minutes, and tracking project progress.
• Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
• Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
• Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
• Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff.
• Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.

I started at Teleflora as a temporary employee signing up florists to use their eagle software and later sold them computers. I was hired on as a permanent employee as an Eagle Tech Level 1. I walked our member florist through setting up their Eagle Systems. I transferred to Media Sales. I sold websites and forms to our member florist. I assisted them in logo selection, wording of their forms, font selection and helped them with any issues they had once they received their custom forms.

I was placed with Teleflora as a temporary employee and was eventually hired by company as a permanent employee. I made outbound calls to teleflora florist selling them accounting software and also selling computers to the member florists. My employment ended when I was hired on permanently by Teleflora Inc.