Customer Service Risk Management

Dawn Pinto

401-***-**** ******@***.*** linkedin.com/in/dawn-pinto-26474717

Executive Summary

Visionary, results-driven, and extremely motivated professional with extensive management and leadership experience. Deep operational experience within banking, technology, and gaming industries. Extensive knowledge in training and development, bank operations, customer service centers, organizational efficiency and performance, and risk management, with proven team success.

Core Competencies:

Operations management

Risk management

Innovation and creativity

Process improvement

Training and development

Project management

Cross-team collaboration

Strategic planning

Employee engagement

Instructional designer

Vendor management

Sales and marketing

Professional Experience

SANTANDER BANK, East Providence, RI 12/2013 – Present

Development Center Director (07/2018 – Present)

Directed a training and development team comprised of instructional designers, analysts, and facilitators that created and executed innovative training workshops, workshop in a box modules, videos, and seminars for employees at all levels in the organization.

Created specific leadership programs and drove site focused engagements, ensuring alignment between competencies and leadership strategies resulting in achieving operational goals.

Conducted needs assessment and root cause analysis to improve performance, collaborating with HR and management teams to develop necessary training and assessment tools.

Focused on employee and consumer behavior and feedback to understand opportunities and was able to implement process improvement and customer centric training which aided in a 19-point increase in the call center in just one year.

Continuous focus on operational cost-effective solutions, decreasing various metrics and increasing employee productivity.

Created and facilitated multi-level leadership programs and mentorship to 35 managers and 16 team leaders, including four senior executives.

Oversaw various projects such as creating robust new hire curriculum, assessments, and learning activities.

Designed and launched various coaching and learning plans that gauged effectiveness via talent review assessments.

Accomplished track record of progressive growth with proven ability to effectively lead and inspire others, build high-performing teams, collaborate, innovate, and deliver optimal results.

Provided performance and development consulting to inspire and ensure personal growth, efficiency, and quality of work.

Customer Service Center Group Channel Director (01/2015 – 07/2018)

Directed day-to-day operations for seven multi channels within the Customer Service Center. Consistently met or exceeded key performance targets, implemented process improvements, and oversaw system enhancements that improved overall efficiency, quality, and customer satisfaction.

Proactively reviewed external and internal environment, and identified and raised issues or concerns related to potential gaps in existing processes, procedures, policies, and frameworks.

Led a group of 12 managers and over 300 indirect reports, and delivered and improved customer experience by offering relevant customer solutions.

Created collaborative working relationships with business partners supporting the customer service center to align strategies and tactics toward collective goals.

Recruited, developed, and managed performance management of operations and managers. Provided hands-on leadership with a focus on building high-performing teams, delivering exceptional performance results, providing effective coaching and communication, and developing and engaging talent.

Played an influential role as a “Voice of the Customer” SME within key initiative cross-functional teams focused on driving sales and functionality.

Group Site Leader of the Customer Contact Center (12/2013 – 01/2015)

Evaluated the impacts of new products or operational process’s introduction within the Customer Contact Center, with the ability to develop strategic recommendations towards minimizing the overall impact while managing teams through change.

Led a group of 16 managers with a strong focus on the delivery of superior customer service experience while maintaining maximum efficiency and offering customer solutions.

Built and maintained collaborative working relationships with business partners supporting the call center to align strategies and tactics toward collective goals.

Oversaw strategic planning, expense management, and customer experience improvement in three centers.

Proactively reviewed external and internal environment, and identified and raised issues or concerns related to potential gaps in existing processes, procedures, policies, and frameworks.

GTECH, Providence, RI 10/2009 – 12/2013

Professional Development Trainer and Learning Specialist

Developed, executed, and program managed the “Developing the Leader in You” program to shape future leaders, and the “Management Development Curriculum” program to shape managers and other executives in the business.

Accountable for planning, executing, and facilitating a broad range of professional, management, and leadership development programs across the Americas, EMEA, and APAC.

Consulted with business leaders directly, and in partnership with HR business partners, to ensure connectivity of talent management agenda with the business agenda, ensuring we continued to derive real value from the approaches.

Designed, developed, and delivered training various soft skills courses utilizing instructor-led and virtual learning solutions.

Developed customized professional skills for individual business units within the company.

Implemented and facilitated leadership curriculums for the entire company.

Managed training needs planning for all internal employees.

Delivered “Employee Learning Week” campaigns across the company to bring awareness on how to develop, motivate, and promote employees.

Directly managed staff and coordination of an annual global leadership meeting.

Education/Professional Development

DiSC Certified

Certificate, ASTD Train the Trainer Program

Certificate for Instructional Design

Various continued learning courses: Excel, teambuilding, negotiations, communications, strategic leadership, etc.

Affiliations /Activities

Advisory Member, Tech Collective (01/2010)

Committee Member, RI IT Boot Camp (04/2010)

Member, Leading Women (11/2009)

Member, ASTD (11/2009)

Member, Langevin (12/2009)

Mentor, RI Mentoring Partnership Program (06/2010)

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