Customer Service Sales
Resume:
Dawn E. Kurtz
*** ******* ***, *********, ** ****6
517-***-***** ********@*****.*** * www.linkedin.com/pub/dawn-kurtz/9/695/846/
Team-oriented management professional with over 20 years of successful goal
achievement; seeking to make key contributions to sustainable business success.
Core Competencies
Business Operations, Cost Control, Efficiency Improvement, Facility Management, Team
Building, Program Development, Coaching & Motivation, Policies & Procedures
Vendor Management, Effective Communication, Inventory Control, Organization
Integrity & Trust, Trainer, Compliance, Event Coordination, Customer Service
Budget Monitoring, Marketing/Sales, Supervision, Retail Sales
Qualifications
20 Years in Compliance – Able to establish and meet defined expectations consistently
and provide appropriate auditing, monitoring and corrective action.
20 Years in Customer Service – Direct public and client based interaction including
Finance, Workforce Management & Benefits Administration, Specialty Retail, Workforce
Solutions/Staffing Vendor, and Holistic Health Care.
12 Years in Training Delivery – One-on-One & Groups (2-30 participants) providing
sessions for broad topics covering internal policy, procedures, customer service, State &
Federal Regulations, specialty technical training, and safety training.
Dawn E. Kurtz
360 Western Ave, Coldwater, MI 49036
517-***-***** ********@*****.*** * www.linkedin.com/pub/dawn-kurtz/9/695/846/
10 Years in Coaching/Motivation/Team Building – individual staff mentoring, fostering
positive coworker communication and support, sharing responsibilities, cross-training,
establishing and maintaining team cohesion with a shared vision, and regular staff
meetings.
Professional Trainings & Education
Certified Infinite Possibilities Coaching Skills Parker School for Professional Success
for Managers & Supervisors
Clayton College of Natural Health
Positive Employee Relationship Program
-Course Work
Branch Operations I & II
H.S. Diploma – Quincy High School
Speaking To Communicate Course
Computer/IT Skills
QuickBooks Direct Office (Staffing Database)
Constant Contact/MS Outlook Windows based PC Operating Systems
MS Word & Excel MS PowerPoint & Publisher
Professional Experience
Dawn E. Kurtz
360 Western Ave, Coldwater, MI 49036
517-***-***** ********@*****.*** * www.linkedin.com/pub/dawn-kurtz/9/695/846/
Executive Director April 2013 – January 2014
Creative Health Institute (Facility Closed)
112 Union City Rd.
Union City, MI 49094
Creative Health Institute was a specialty holistic health residential and day session center to educate and
implement healthier living. This facility had 20 guest rooms on seven acres of real property, four cabins,
and full functioning main lodge with a kitchen and class rooms. Additionally there was a greenhouse
grow production on the premises; and an intern house for residential staff.
Fully responsible for all daily operations, business turnaround development and all aspects of personnel,
resource and facility management.
• Budget Monitoring - Reduced Cost by 30%
• Project Management - Renovation & Construction (structures, septic, and plumbing)
• Compliance - Staff Job Descriptions, Policies & Procedures (Health Dept. & Ag Dept.),
Greenhouse code requirements (testing seeds & water quality)
• Efficiency Improvements - Cross training system, and Staff Restructuring
• Program Development & Marketing - 36% increase in offered classes, and modification to the
residential menu
• Staff Development-regular mentoring towards the common vision, did an all-facility training on
Infinite Possibilities, and regularly assisted in any/all staff assignments to lead by example
Branch Manager June 2008 – April 2013
Manpower of Lansing
741 N. Cedar St.
Dawn E. Kurtz
360 Western Ave, Coldwater, MI 49036
517-***-***** ********@*****.*** * www.linkedin.com/pub/dawn-kurtz/9/695/846/
Lansing, MI 48906
Manpower of Lansing is the largest franchise in the global corporation of Manpower Group. It has been
owned and managed by the Borgen family for more than 50 years. They achieved over $90,000,000 in
sales in 2013.
Market territory included three counties, Branch and Hillsdale of Michigan and Steuben county of
Indiana.
• Marketing/Sales - Exceeded sales goals for all four years.
• Business Operations - Ranked in the top 10% in North America for two years in profitability to
earn Circle of Stars award.
• Supervision - Recruited and trained staff for consistent business development program.
• Organization - Assisted in implementing 5S standards within the company.
Owner/Operator April 2001 – April 2007
Soul Selections
73 W. Chicago Street
Coldwater, MI 49036
Owned and operated a specialty retail and service referral business. Encompassed managing an 1800
square feet retail sales store, providing direct customer service, managing all inventory, business
accounting, and promotional events.
Managed and conducted all aspects of customer retail sales.
Dawn E. Kurtz
360 Western Ave, Coldwater, MI 49036
517-***-***** ********@*****.*** * www.linkedin.com/pub/dawn-kurtz/9/695/846/
• Fully managed business startup, launch to opening establishing niche business in a challenging
local market
• Direct research for vendors/suppliers for product and cost to value pricing
• Promoted and hosted 11 special events including:
Vendors from a tri-state region
o
Attendees from up to 75 miles from location with high participation numbers
o
Client Relations Manager May 1996 – August
2000
COBRA Compliance Systems
15 E. Washington
Coldwater, MI 49036
Specialty Benefit Service as third-party administration and/or business consulting service for compliance
in the delivery of COBRA benefits.
Responsible for hiring, training and coaching staff providing direct client relations support/services.
• Subject matter expert on existing rules and regulations.
• Instructing staff on how to provide coaching support to clients for useful guidance to their
immediate needs.
• Direct Supervision of 30 COBRA Compliance client relations staff – a 300% increase during my
tenure.
Dawn E. Kurtz
360 Western Ave, Coldwater, MI 49036
517-***-***** ********@*****.*** * www.linkedin.com/pub/dawn-kurtz/9/695/846/
The above professional experience was supported by a successful career in Finance & Banking. This was
inclusive of varied and progressive roles and responsibilities from Customer Service, Regional Training
and up to Area Operations Officer/AVP. Finance & Banking roles required continuous compliance
expertise as supported by effective policies, and procedures and all relevant state and federal regulations.
This professional experience was completed at First Union National Bank (Greenville, SC).
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