Kailee Dawson
Chicopee,MA
Summary
Results-driven professional with experience providing leadership and operational oversight within a fast-paced higher education environment. Skilled in team leadership, performance management, workflow optimization, data analysis, quality assurance, and cross-functional collaboration. Experienced in developing staff, monitoring performance metrics, improving processes, and supporting prospective students throughout the enrollment process. Recognized for managing competing priorities, identifying improvement opportunities, and driving organizational success through effective leadership and operational efficiency.
Overview
13
13
years of professional experience
Work History
Associate Director of Enrollment Support
Bay Path University
08.2022 - Current
- Contributes to weekly leadership meetings for development and informs division leaders of updates.
- Responsible for overseeing and communicating daily data
- Execute call campaigns aiming for 85-90% outreach
- Guided staff to enhance professional development and strengthen team cohesion.
- Regularly evaluated departmental performance metrics against established benchmarks, identifying areas of improvement and implementing necessary changes accordingly.
- Analyzed inquiry trends to inform decision-making and identify growth opportunities.
- Assisted with the institution’s NECHE self-study process, supporting the collection, organization, and review of materials for accreditation.
- Call Center Supervisor responsibilities
Call Center Supervisor
Bay Path University
06.2021 - 08.2022
- Provide management and operational oversight for Tele-Counselors and Enrollment Center operations, with responsibility for staff performance, workflow, training, and service delivery.
- Track staff attendance, daily call statistics, time off requests, performance issues, etc.
- Assist with interviewing, hiring, and training employees; develop and maintain training programs for new and existing staff.
- Organize workflow to ensure call center staff understand their duties and/or delegated tasks
- Monitor and track inbound/outbound calls, text messaging, and live chat activity
- Collaborates with admissions and other academic departments to provide support to prospective students and connect them with the appropriate representative.
- Implemented quality assurance measures to enhance customer satisfaction and service delivery.
- Coordinated team meetings to discuss goals, share feedback, and foster a collaborative work environment.
- Serve as the point of contact for difficult calls requiring manager intervention
Contact Center Supervisor
AAA Pioneer Valley
10.2018 - 05.2021
- Supervised fifteen call agents per shift, addressing customer issues and providing support over the phone and in person while also handling member inquiries and feedback.
- Coached team members in effective communication skills and strategic conflict resolution.
- Supported recruitment efforts, staff selection, and employee training
- Developed and implemented a quarterly bonus program.
- Secured contact center fulfillment of all performance targets outlined by auto club.
- Executed payroll processing aligned with policy, ensuring precision and punctuality.
Lead Contact Center Call Agent/ Trainer
AAA Pioneer Valley
08.2017 - 10.2018
- Investigated and addressed member concerns, provided training and coaching to employees, and filled in for supervisors when needed, all under the supervision of management
- Provided expert support on AAA membership benefits, effectively resolving complex customer issues.
- Built strong customer relationships with empathetic communication and active listening skills.
- Balanced high call volume while maintaining composure under pressure, resulting in satisfied customers and positive feedback ratings.
- Boosted sales by offering tailored recommendations based on customer needs and preferences.
- Place ERS service calls
- Maintained up-to-date knowledge of products and services, which facilitated accurate and helpful customer interactions.
- Customer Service Representative
- Train new employees
Call Center Agent
AAA of the Pioneer Valley
11.2013 - 08.2017
- Provided expert support on AAA membership benefits, effectively resolving complex customer issues.
- Built strong customer relationships with empathetic communication and active listening skills.
- Balanced high call volume while maintaining composure under pressure, resulting in satisfied customers and positive feedback ratings.
- Boosted sales by offering tailored recommendations based on customer needs and preferences.
- Place ERS service calls
- Maintained up-to-date knowledge of products and services, which facilitated accurate and helpful customer interactions.
Education
Bachelor of Science - Business Administration
Bay Path University
Longmeadow, MA05-2025
Associate's degree - General Studies
Springfield Technical Community College
Springfield, MA05-2020
Skills
- Performance management
- Leadership & Team Development
- Operations Management
- Data Analysis & Reporting
- Process Improvement
- Cross-Functional Collaboration
Timeline
Associate Director of Enrollment Support
Bay Path University
08.2022 - Current
Call Center Supervisor
Bay Path University
06.2021 - 08.2022
Contact Center Supervisor
AAA Pioneer Valley
10.2018 - 05.2021
Lead Contact Center Call Agent/ Trainer
AAA Pioneer Valley
08.2017 - 10.2018
Call Center Agent
AAA of the Pioneer Valley
11.2013 - 08.2017
Bachelor of Science - Business Administration
Bay Path University
Associate's degree - General Studies
Springfield Technical Community College