Dawn Williams
Summary
Dynamic and results-driven managerial and operations leader with extensive experience in managing staff across multiple levels, optimizing workflows, and ensuring compliance with corporate policies and regulations. Recognized for delivering impactful best practices, fostering strong customer relationships, and driving strategic initiatives that enhance organizational performance.
Overview
4
4
years of professional experience
Work History
Customer Service Manager
U.S. Bank
06.2023 - Current
- Direct and manage customer service operations, ensuring exceptional service delivery across phone and written communication channels while maintaining compliance with internal policies and regulatory standards.
- Analyzed annual performance data for approx. 21 agents, identifying trends and improvement opportunities by comparing initial and final quintile rankings; delivered insights showing 85.7% of agents improved performance year-over-year, supporting strategic coaching and workforce optimization initiatives (including new team members and new hires).
- Directed the Solutions Department interview process, ensuring selection of top talent aligned with organizational goals.
- Lead and coach contact center personnel, aligning team performance with departmental goals and organizational vision; develop and implement training programs and process improvements to enhance productivity and service quality.
- Assisted with monitoring performance metrics to ensure staffing levels align with service-level objectives and operational efficiency.
- Manage complex reporting and analytics projects by acquiring and integrating large volumes of data from multiple sources; perform in-depth analysis to identify trends, interpret results, and provide actionable insights for leadership.
- Develop and maintain performance tracking systems, dashboards, and reporting tools to monitor KPIs and drive continuous improvement across customer and employee populations.
- Collaborate with cross-functional teams to translate analytical findings into strategic initiatives that improve operational efficiency, customer satisfaction, and employee engagement.
Prepaid Solutions Specialist
U.S. Bank
01.2023 - 06.2023
- Directed daily operational activities and provided guidance to Customer Service Center Representatives.
- Resolved escalated customer issues while ensuring compliance with internal policies and regulatory requirements.
- Served as Operations Procedure SME, attending vendor calibration calls and submitting process updates.
- Supported system conversions and identified procedural gaps for new customer account platforms.
- Oversaw complaint email monitoring and distribution to generate actionable insights for process improvement.
Training Facilitator
U.S. Bank
10.2022 - 01.2023
- Delivered virtual training sessions across business lines aligned with strategic goals.
- Created engaging learning environments and supported skill development initiatives.
Offline Support Specialist
U.S. Bank
02.2022 - 01.2023
- Provided back-office support for prepaid debit and gift card accounts.
- Identified trends and escalated issues to management for resolution and procedural updates.
Customer Service Representative, Card Services
U.S. Bank
09.2021 - 02.2022
- Delivered frontline support for credit card customers, resolving inquiries and promoting product features.
- Maintained accurate documentation and ensured compliance with service standards.
Education
High School Diploma -
Jackson Memorial High School
Jackson, New Jersey06-1990
Skills
- Operational Leadership: Knowledgeable in operational functions, systems, and compliance standards
- Regulatory Compliance: Strong knowledge of laws, regulations, and corporate policies
- Project Management: Proven ability to lead complex initiatives with organizational precision
- Customer Relations: Skilled in building and maintaining positive client and team relationships
- Communication: Effective in interpersonal, verbal, and written communication across all levels
- Multitasking & Efficiency: Adept at managing multiple projects and deadlines
- Banking & HR Knowledge: Comprehensive understanding of banking operations and HR practices
Timeline
Customer Service Manager
U.S. Bank
06.2023 - Current
Prepaid Solutions Specialist
U.S. Bank
01.2023 - 06.2023
Training Facilitator
U.S. Bank
10.2022 - 01.2023
Offline Support Specialist
U.S. Bank
02.2022 - 01.2023
Customer Service Representative, Card Services
U.S. Bank
09.2021 - 02.2022
High School Diploma -
Jackson Memorial High School