Summary
Overview
Work History
Education
Skills
Websites
References
Timeline
Generic

Wendy Dahlmann

Summary

Take-charge operations professional delivering executive support and team leadership to business operations. Dependable and detail-oriented to manage multiple team tasks and priorities. Broad experience includes team management, production, quality, training, KPI management, and contract requirement management. Experience in exemplary customer service and team collaboration.

Overview

33
33
years of professional experience

Work History

Assistant Manager of Operations. - Remote

WNS Global Services
Columbia, SC
04.2019 - Current
  • Successfully resolved Inbound calls to assist Agency and Insurers with their queries related to the policy
  • Consistently achieved call center performance metrics and targets
  • President of Fun Committee
  • Monitored team progress towards achieving milestones set forth in project plans.
  • Established, maintained, and enforced organizational standards of performance, quality, and safety compliance.
  • Implemented systems for tracking operational performance metrics.
  • Analyzed data to identify trends in customer service issues, financials, staffing needs to make informed decisions regarding operations.
  • Conducted regular audits of employee performance and provided feedback on areas of improvement.
  • Scheduled meetings between internal teams and external stakeholders when necessary.
  • Investigated customer complaints related to service qualit issues.
  • Prepared reports summarizing operational results against established goals and objectives.

Customer Service Advisor

Teleperformance
11.2018 - 02.2019
  • Successfully resolved Inbound calls to assist Insurers with their queries related to the policy
  • Consistently achieved call center performance metrics and targets.

Licensed Insurance Agent

B&W Insurance Group
11.2016 - 06.2018
  • Independent Life Insurance producer
  • Met with prospective customers and business owners in their homes, businesses and other settings
  • Collected, analyzed and validated all agency commissions.

Account Manager

Commercial Ins. Specialists, LLC
08.2013 - 10.2016
  • Licensed Property & Casualty Insurance Producer in the state of Arizona
  • Established relations with client and maintained current policies
  • Assisted with endorsements and renewals.

Account Manager

Sono Bello
08.2013 - 10.2016
  • Successfully Managed all employee issues & training - SPHR (Certified)
  • Prepared all aspects of outpatient surgery center for elite Accreditation Survey & Achieved AAASF Accreditation
  • Established Client Payment Plan Program to Monitor Payment Compliance, reducing uncontrolled payment activity by 20%.

Operations Manager

John Yohe, Esq
02.2011 - 08.2013
  • Financial planning, strategic planning and monitoring financial and business performance
  • Facilitated enrollment in benefit programs; successfully managed benefits and compensation data for payroll; maintained employee files and updates payroll records; resolved employee issues (Training, Payroll & Termination Procedures), and ensured reporting and compliance.

Quality Assurance Manager

Redflex Traffic Systems
02.2005 - 04.2009
  • Led the Survey Team with Recognized analytical and organizational skills
  • Managed and updated department heads in production and operations while monitoring quality control
  • Recognized for the value of building relationships / partnerships with the staff, clients and city officials
  • Developed company reports in various Microsoft applications for department inventories, quality control, budgeting, developed training modules, equipment performance matrix's and automated the survey viewing process.

Founder & CEO

X-Ray Express, Inc
12.1991 - 01.2002
  • Successfully fulfilled a need in the medical community by researching, opening and operating a mobile x-ray service for over a decade utilizing successful analytical, organizational and interpersonal skills
  • Directed all administrative functions including patient affairs, personnel & administration services, company management, medical logistics, and most importantly marketing & client relations
  • Proven marketing research and excellent public relations skills allowed me to negotiate and execute contracts with a high caliber of clients which included, but aren't limited to: The Phoenix Suns, Arizona Rattlers, Federal contract for a Witness Protection Program, State contracts for a the Juvenile detention centers, International Relations while contracted with the Saudi Arabian Royal Family and their embassy.

Education

Bachelor of Science - Radiologic Technology

University of Iowa - Hospitals And Clinics
Iowa City, IA
06-1989

Licensed: Property & Casualty Insurance Producer -

Skills

  • Managing high call volumes efficiently
  • Achieving call center performance metrics and targets
  • Assisting with endorsements and renewals
  • Resolving employee issues (training, payroll, termination procedures)
  • Ensuring reporting and compliance
  • Managing all employee issues and training
  • Managing and updating department heads
  • Monitoring quality control
  • Licensed Property & Casualty Insurance Producer in Arizona and Florida
  • Project Management
  • Performance Analysis
  • Cross-functional team management
  • Operations Management

References

References available upon request.

Timeline

Assistant Manager of Operations. - Remote

WNS Global Services
04.2019 - Current

Customer Service Advisor

Teleperformance
11.2018 - 02.2019

Licensed Insurance Agent

B&W Insurance Group
11.2016 - 06.2018

Account Manager

Commercial Ins. Specialists, LLC
08.2013 - 10.2016

Account Manager

Sono Bello
08.2013 - 10.2016

Operations Manager

John Yohe, Esq
02.2011 - 08.2013

Quality Assurance Manager

Redflex Traffic Systems
02.2005 - 04.2009

Founder & CEO

X-Ray Express, Inc
12.1991 - 01.2002

Bachelor of Science - Radiologic Technology

University of Iowa - Hospitals And Clinics

Licensed: Property & Casualty Insurance Producer -

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