Oliver Dawood

• Facilitate the Property & Casualty member experience by handling inbound phone calls from members.
• Apply developing knowledge of personal lines' insurance to assist members with policy questions, billing, payment, contract and coverage provisions, and premium changes for insurance products and services.
• Identify, evaluate and understand member needs to consistently provide complete and accurate advice and solutions for insurance products and services. Provide detailed issue diagnosis while minimizing member transfers, escalations and call backs.
• Efficiently operate in a contact center environment and navigate multiple systems and programs while maintaining an engaging member interaction that may occur across multiple channels.
• Maintain required Property & Casualty license and state registrations.
• Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

• Actively engaged in the analysis and design phases, participating in the elicitation of technical requirements through various methods such as interviews, workshops, surveys, process analysis, use case scenarios, task inquiry, and workflow analyses.
• Delivering solution artifacts, participating in implementation, and contributing to ongoing sustainment.
• Played a key role in the review of test artifacts, actively managed defects, and participated in change control activities for system artifacts, while maintaining a focus on identifying, measuring, monitoring, and controlling risks in alignment with established policies and procedures.

Food Service Supervisor, Davis-Monthan Air Force Base March 2017- August 2019

• Promoted to the position of Operations Supervisor, overseeing day-to-day operations and ensuring efficient and effective service delivery.
• Prepared and served nutritious meals based on the World-Wide Preface and go-4-green program, contributing to the overall health and wellbeing of clients.
• Managed subsistence amounts by adjusting quantities based on headcounts, thaw reports, and supervisory input, reducing waste and optimizing resources.

Fitness Specialist, Ramstein Air Base February 2015- March 2017

• Delivered equipment orientations and fitness center events to 57K personnel, promoting fitness and wellness across the organization.
• Managed daily cash controls, receipts, and Cashiers reports for Non-appropriated Funds, ensuring accuracy and compliance with regulations.
• Acted as a Cybersecurity Liaison for 10 work centers, leading 280 projects valued at $150k and ensuring compliance with security protocols and best practices.

Storeroom Clerk, Osan Air Base February 2014- February 2015

• Managed the largest storeroom operation in the Pacific Air Forces, auditing over 809k inventory and ensuring continuous supply to personnel.
• Assisted in managing the largest War Reserve Material asset in the command, worth approximately 1.4M, through rotation and issuance procedures.
• Conducted weekly inventory, sales offset, and daily purchase reports, maintaining a 100% accountability rate for all materials under my management.