Summary
Overview
Work History
Education
Skills
Timeline
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Roger Dunn

Austin,TX

Summary

Results-driven Manager bringing progressive background in tech environments. Natural leader with exceptional skills in customer relations, administration and scheduling. Manages competing priorities with organized and resourceful approaches.

Overview

9
9
years of professional experience

Work History

Team Leader

EpayPolicy
10.2022 - Current
  • Develop team members' skills to promote productivity, accuracy, and commitment to world-class service.
  • Mentor and guide employees to foster proper completion of assigned duties increasing Salesforce efficiency by 15% month over month while maintaining above 92% CSAT.
  • Led cross-functional teams to execute projects on time, within budget, and with high-quality outcomes.
  • Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.

Business Process Outsourcing Leadership

LegalZoom
10.2020 - 09.2022
  • Fostered positive, proactive and professional relationships to achieve short- and long-term business goals between multiple stakeholders.
  • Monitored and analyze partner's progress, results, and overall satisfaction to implement process improvement initiatives using Salesforce and ZenDesk.
  • Managed day-to-day activities of BPO leadership and employees, noting areas of improvement and implementing plans for rectification.
  • Led multiple ongoing projects as project manager, highlighting a 30% decrease in error rate month over month.

Account Manager

LegalZoom.Com Inc.
01.2019 - 10.2020
  • Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities
  • Consistently hit sales targets by over 200%
  • Developed relationships with business clients and provided individualized customer service to maintain longevity of accounts
  • Proactively sought new business opportunities within the organization

IT Application Analyst

Austin Energy
05.2018 - 10.2018
  • Applied comprehensive knowledge of business functions and information technology to research, analyze, document, test and implement business systems for 15 government agencies
  • Continuously improved methods and procedures for processes, measurement, using Lean6Sigma Green Belt Techniques
  • Supported daily operations and system maintenance procedures, including system performance and reliability testing
  • Analyzed and reported social media and online marketing campaign results.

Executive Relations

Apple Inc
01.2015 - 03.2018
  • Conducted project management for various projects and provided short-term and long-term resolutions for various stakeholders.
  • Case managed escalations to the CEO, Legal, and Executive teams, and conducted root cause analysis with executive summaries with strong focus on tools such as SAP.
  • Promoted increased productivity through appropriate allocation of resources, budgets, inventories, training support and team building materials.
  • Engaged online and social media audiences by placing strong focus on post sales process support and responding to inquiries and comments timely and with focus on the company's values.
  • Led a Diversity Organization with over 600 members.

Education

BBA - Marketing Business Communications

Texas State University
San Marcos, TX
2004

Skills

  • Project Management
  • Salesforce Certification
  • Inclusion and Diversity Leader
  • Lean 6 Sigma Green Belt
  • Team Leadership
  • Meta Social Media Management Certification
  • SAP
  • Call Center Operations

Timeline

Team Leader

EpayPolicy
10.2022 - Current

Business Process Outsourcing Leadership

LegalZoom
10.2020 - 09.2022

Account Manager

LegalZoom.Com Inc.
01.2019 - 10.2020

IT Application Analyst

Austin Energy
05.2018 - 10.2018

Executive Relations

Apple Inc
01.2015 - 03.2018

BBA - Marketing Business Communications

Texas State University

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Roger Dunn