Dawn Ralston

About Dawn Ralston

Over 20 years Customer Service and Call Center management experience leading customer service staff across three divisions, ensuring customer needs are met and exceeded. My core competencies include team building, leadership, customer service management, data analysis, forecasting, and continuous improvement. I am passionate about fostering teamwork, customer satisfaction, and efficiency. I use data analysis, forecasting models, and feedback mechanisms to identify trends and areas for improvement, and to develop customer service strategies that align with the company\'s goals. I successfully increased the first level closure rate by 45% in six months, saving the company $1.2 million a year in service staff and related expenses. I have also implemented an online training program and a robust knowledge base for the customer service staff, enhancing their skills and productivity.

Experience

1. Director of Customer Service

   Smart Communications Corrections, Simplified

   Nov 2022 — Present · Pinellas County, FL, US

   Hire, train, and manage customer service staffDevelop policies, procedures, and standards for customer serviceMonitor customer service performance and take corrective action as necessaryAnalyze customer service data to determine trends and areas for improvementCollaborate with other departments to ensure customer needs are being metCommunicate customer feedback and suggestions to appropriate departmentsDevelop customer service strategies to improve customer satisfactionRespond to customer inquiries in a timely and professional mannerMaintain customer service reports and recordsEnsure customer service staff comply with company policies and proceduresDevelop KPI\'s and statistical reporting to assist with scheduling ensuring proper phone coverage to limit abandoned and missed calls.

Education

• Pinellas Technical College

  Associate's degree, Information Technology

  1991 — 1993