Dawn Ignacio ***** **th ST CT E, WA *****

Cell: 206-***-****

ad3zrs@r.postjobfree.com

Professional Summary

Experienced professional with over 25 years of proven success in customer support, specializing in IT support, business process optimization, outsourcing operations, and account and project management. Skilled in overseeing diverse programs and consistently meeting or exceeding targets outlined in program agreements. Proficient in devising and implementing action plans, driving productivity and quality enhancements, and resolving challenges through proactive problem-solving. Recognized for a customer-centric approach and ability to identify trends, recommend system enhancements, and drive positive change initiatives. Work Experience

Client Solutions Director - Alorica August 2022 – January 2024

• Expanded global business presence by nurturing relationships with existing clients

• Led client engagement efforts and facilitated collaborative solution-building

• Aligned short- and long-term strategies with clients to drive revenue growth and retention

• Managed all aspects of contract renewals and negotiations to ensure favorable outcomes

• Presented customized Alorica solutions tailored to address clients' specific business challenges

• Served as a strategic liaison between internal resources and clients to facilitate successful deal negotiation, closure, and implementation

• Provided leadership and support in crafting compelling client proposals

• Offered guidance on key deal assumptions, including call volumes and service levels, to inform proposal development

• Maintained adherence to minimum performance standards within company programs

• Oversaw departmental performance and motivated teams to exceed goals and objectives Technical Services Delivery Manager - Sound Physicians (Tacoma, Washington) February 2021 – August 2022

• Provided leadership to staff in overseeing operations, planning, development, and maintenance of technology services, including planning and budgeting

• Responsible for end-to-end service delivery for product support across various environments, Service Desk operations, Product Specialists, software asset management, provisioning, and de-provisioning

• Held responsibility for managing Incident and Problem management

• Developed, implemented, and evaluated individual & team metrics to ensure alignment with business objectives Global Helpdesk Manager - Zones (Auburn, Washington) August 2020 – February 2021

• Strategically planned, organized, and supervised staff and operations to uphold stability, security, and accessibility of the organization's IT Helpdesk infrastructure

• Oversaw Helpdesk functions, including the management of customer satisfaction and providing day-to-day direction to global Helpdesk staff, encompassing scheduling, escalations, and the tracking/reporting of metrics

• Developed and executed short- and long-term strategic plans to ensure that capacity meets both current and future requirements

• Actively participated in the development of IT strategies in collaboration with the leadership team

• Conducted research and make recommendations on products, services, protocols, and standards in support of all Helpdesk procurement and development efforts

IT Service Desk Manager - Kaiser Permanente (Renton, Washington) October 2016 – June 2020

• Successfully expanded the Service Desk department from 6 to 25 Technicians, supporting 10,000 employees

• Actively participated in integration activities and projects following the Group Health buyout, contributing from rebranding to network integrations

• Oversaw all operational and administrative aspects of the Service Desk Operations, emphasizing optimization of day-to-day functions

o Managed call center logistics, forecasted operational needs, and coordinated internal and external technical service delivery

o Conducted daily monitoring of incidents to ensure resolution within Service Level Agreement (SLA) parameters o Identified, researched, and resolved complex technical issues Dawn Ignacio Resume (con’t)

o Managed all aspects of hiring, disciplinary actions, and workforce management and HR related matters o Provided direct management and supervision to Service Desk Analysts and Senior Service Desk Analysts, including tracking, monitoring, and coaching of performance

• Collaborated cross-functionally with Information Technology divisions and the end-user community to support the end-user environment

• Served as the point of escalation for the IT support and service desk related issues

• Provided monthly reporting to KP IT Executives

• Led expansion, merger & acquisition initiatives

• Supported Epic implementation, upgrades, and provided technical support Customer Service Experience Manager - Nintex (Bellevue, Washington) August 2015 – October 2016

• Spearheaded initiatives to enhance the end-to-end Customer Service experience through improvements in people, process, and technology

• Utilized advanced statistical research methods and analysis to identify opportunities for enhancing the customer service experience, including self-help options, agent knowledge, empowerment, and effort reduction

• Facilitated customer and partner round tables to gather feedback and identify opportunities for improvement

• Led efforts to reduce overall customer service effort, including defining key performance indicators (KPIs) and reporting progress

• Maintained regular and transparent communication with the entire Global Customer Service team to ensure consistent focus across all regions

• Communicated emerging trends, issues and feedback impacting customers & partners to VP of Global Customer Service and other key stakeholders

• Analyzed global performance though Salesforce reporting

• Served as inContact Phone System Administrator, overseeing system functionality and administration Service Desk Supervisor - Denali Advanced Integration (Redmond, Washington) March 2014 – August 2015 Call Center Manager - Xerox (Redmond, Washington) September 2013 – March 2014 Senior Programs Manager, Harte-Hanks, Inc. (Philippines) February 2010 - August 2013 Client Services Manager - ICT Marketing Services, Inc. (Philippines) June 2008 – February 2010 Client Services Manager - VXI Global Solutions (Philippines) October 2006 – June 2008 Educational Background

Centro Escolar University

Bachelor of Arts in Mass Communication

Training and Certifications

• COPC High Performance Management Technique and earned “COPC Inc. HPMT Certified Competent” designation

• COPC Root Cause Analysis

• HDI Support Center Team Lead Certification

• HDI Support Analyst Certification

• HDI Support Center Manager Certification

Customer Relations, Client Services, customer service leadership, team leadership, performance metrics, Process Improvement, Staff Training and Development, Account Management, Vendor Management, Operations Management, Business Process Outsourcing, Data Analysis, Technical Support, Quality Improvement, inContact, ivr, interactive voice response, call center management, bpo, quality assurance, customer satisfaction, call volume forecasting, vendor management, technology integration, multi-channel support, conflict resolution, continuous improvement, cms systems, key performance indicators, kpis, kpi, workforce management, employee engagement, crm, ticketing system, abacus, worldspan, ivanti, servicenow, nice, ring central, telephony, active listening, empathy, troubleshooting, root cause analysis, inbound calls, itil framework, hdi, IT Infrastructure Library, IT Service Management, itsm, remedy, jira, travel industry experience, airline, hospitality, destination, booking, gdpr, account management, strategi planning, healthcare, business development, revenue growth, negotiation, pipeline, market analysis, salesforce, servicenow

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