Dawn Walker

WORK HISTORY

EDUCATION

ABOUT DAWN WALKER

Dynamic and experienced Vice President, Remote Support and Delivery, leading Americas technical support and Global software support organizations. A visionary leader and change agent who drives transformation initiatives to position the support organization as a key enabler of client value. Oversight for a high-paced, high-volume support operation, implementing cutting-edge innovations such as generative AI, automation, self-service solutions, and robust knowledge management systems. Senior leader adept at analyzing programs & capitalizing on opportunities. Well-established track record of success managing client & field support organizations with both direct and indirect staff across the Globe while delivering exceptional results with the right experience at the best cost. Change agility with a proven capacity to reverse downward business trends, including reinventing corporate culture, process re-engineering & making the difficult “go-forward” decisions during rebuilding stages. Proven success in controlling costs, delivering results while improving profitability. • 25 years of leadership experience in global support & service delivery • Hands-on experience with Genesys & AR platforms, including managing contact center technology and customer interaction solutions •Significant experience managing high-volume, high-paced support environments in a technology company • Experience in AI and automation technologies, with a focus on client and employee adoption • Strong change management capabilities leading transformative initiatives across a global organization • Exceptional communication and stakeholder management skills, with the ability to influence at all levels •Certified Lean Six Sigma Green Belt