Dawn Wells

Facilitated responses to questions about classification and inmate records from departments and the public. Constructed detailed files that followed inmates through their duration in Oklahoma correctional facilities. Systematically logged completed files into database for integrity of records management. Pursued missing information diligently to ensure completion of inmate files for transfers. Assisted in refining the process of entering inmate/offender 10 pager data into ICON. Checked NCIC compliance for each incoming inmate, confirming identities with social security details. Worked alongside receiving officers and county deputies to troubleshoot intake challenges effectively. Inputted new reception details into CODIS, securing recent DNA sampling dates and disseminating information.

• Streamlined office processes, improving document retrieval and filing systems.
• Led initiatives to improve workflow processes, increasing overall departmental productivity.
• Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
• Ensured accurate record-keeping with diligent data entry and database management for vital company information.
• Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.

Facilitated inquiries from state employees, retirees, and families about medical, dental, vision, and life insurance options. Coordinated enrollment processes for insurance plans while handling address and beneficiary modifications. Processed claim forms for life insurance and COBRA requests promptly. Provided detailed assistance on insurance claims to enhance member clarity. Supported retirement coordinators and members in navigating benefits and addressing medication-related challenges.

• Facilitated communication between employees and insurance providers regarding coverage options and claims issues.
• Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.

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.

• Managed high-volume inbound calls, ensuring customer inquiries received timely and accurate responses.
• Resolved complex retirement account issues, enhancing member satisfaction through effective problem-solving.
• Trained new staff on call handling protocols and system navigation to improve team performance and efficiency.

Coordinated venue bookings and developed training schedules for Oklahoma public awareness liaison trainings. Executed events smoothly through room setup and attendee registration. Maintained educational integrity by collecting paperwork and grading program exams. Managed participant records effectively by inputting data into database. Fostered agency participation by communicating about attendance at trainings. Organized additional training opportunities for agencies missing standard sessions. Updated website with current training schedules and showcased event images for increased visibility. Maximized engagement through support of the invitation process for relevant organizations.

• Created detailed reports and documentation for stakeholder review
• Implemented office procedures that improved workflow efficiency
• Coordinated travel arrangements, optimizing itineraries for cost-effectiveness
• Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
• Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
• Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
• Ensured accurate record-keeping with diligent data entry and database management for vital company information.