Dawn Davison
Management Consultant @Voyage Advisory
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WORK HISTORY
Management Consultant @Voyage Advisory
Voyage Advisory designs and builds modern customer care practices to help its clients care for their customers. Efforts include management consulting services related to customer experience and process improvement, focused on contact centers and the back offices. Contributes operational, strategic, and technical expertise to projects. Collaborates with clients to determine project parameters, develop project plans in line with business objectives, and assign project tasks and resources; and monitor the progress of each project stage and facilitate necessary interventions.• Ensured the successful implementation, management, and completion of multiple projects and operations including the migration of the quality program from a third-party servicer to an internal quality monitoring program• Conducted assessments of current project capacities and timelines, performed implementation planning and setup activities for projects and directed team members as needed to ensure successful project implementation• Authored or supported system design for Audit the Auditor program, Calibration, Monitoring Dispute process, Targeted Listening programs in support of the organization quality transition• Provided oversight for the development of all quality program processes, procedures, and operational documents• Designed change management program including, creation of communication and training plans to enable smooth implementation of the strategy, tracking implementation progress and coaching managers and supervisors to improve implementation communication• Provided project management and program development for organizations Leadership Coach to design a uniform, monitored and managed coaching and leadership development program for implementation throughout the organization
EDUCATION
Georgia State University
BA
SKILLS
ABOUT DAWN DAVISON
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