High School Customer Care

DAWN M. PACE

503-***-**** ~ *********@*******.*** ~ https://www.linkedin.com/in/dawnpace

PROFESSIONAL SUMMARY:

Owned a successful College Preparation business with over 50 employees, operating in 4 states and 5 cities simultaneously. San Diego, CA; Salt Lake City, UT; Seattle, WA; Salem, OR; Portland, OR

An influential public speaker, presenting to groups of over 200 with appearances on several television and radio shows.

Featured as authority on college preparation on ABC, CBS and WB Portland evening news.

KBNP, “Keith Lyons in the Morning,” radio talk show.

Oregonians In Action radio talk show, “The Larry George Show.”

Portland Christian Radio, Live talk show.

Presentations at local high schools for Parent Teacher Associations.

Youth Group presentations at local churches.

EXPERIENCE:

Capital One Fraud Detection Coordinator 2015

Communicated with customers via letters and outbound phone calls. Review fraud reports to analyze fraud losses and identify patterns and trends. Conduct investigations to determine validity of accounts.

Identified fraud pattern linked to 17 active accounts.

Saved company over $100,000.00 in loss.

Permenantly closed fraud ring.

Xerox Customer Care Supervisor 2011 – 2015

Gathered data, calculated call flows and agent response times. Created reports sent directly to corporate office on daily basis. Completed quality control evaluations and ongoing training for each agent on team.

Supervised group of 20 to 30 people from midnight to 8:30 am.

Created interactive games to help team bond and inspire productivity.

Accomplished turning shift with highest attrition rate to lowest in company for 4 months.

Achieved lowest amount of escalated calls on site.

The Art Institute of Portland Scholarship Coordinator 2007 – 2010

Directly assisted students in earning thousands of dollars in outside scholarships. Judged internal scholarship competitions. Conducted numerous Scholarship Presentations at Orientations and Open Houses as well as other events.

Developed first Sholarship Program for The Art Institute.

Actively recruited companies and organizations to establish over $15,000 in donations resulting in student scholarships through the EDMC Education Foundation

Aided students in receiving over $200,000.00 of non-repayable funds for education.

American Intercontinental University Online National Admissions Advisor 2005 – 2007

Contacted interested students and educated on programs available. Represent prospective students in Acceptance Meeting with Director of Admissions. Assist students in coordinating with other departments including Prior Learning Assessment and Financial Aid.

Contacted one particular student on 15 different occasions.

Inspired the individual to declare a major and enroll in the program.

In turn this student recommended 3 other students, generating over $36,000.00 in revenue for the University.

National College Association and Partner Organizations Director/President 1991 – 2005

Handled all day-to-day activities of small business. Created marketing strategies and all advertisement for company. Trained tutors and counselors working with college bound high school students. Established Outbound Call Center for lead generation, trained phone room and sales staff.

Securde over $100,000.00 from investors.

Opened 5 offices in the Western United States.

Created INSTITUTE OF COLLEGE INFORMATION, a non-profit 501(c) (3) organization.

Published a workshop series on college preperation.

CONSULTING/MEMBERSHIPS:

Consultant for College Aid Calculator; by CEC Group and Educational Data Technology (EDT) Financial Aid Calculator Software- Used by: Sallie Mae, The College Board, Fleet Bank, Chase Bank, Merrill Lynch, as well as 24 states and several colleges.

Financial aid training on Federal and Institutional Methodology-Bank One, Dean Whittier Investment Group, Fortis Insurance Group.

OASFAA (Oregon Association of Student Financial Aid Administrators).

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