DAWN SPROUT

**** * **** ******

Mesa, AZ *****

Email: adt367@r.postjobfree.com

Experienced Professional with over 35 years experience in a Call Center/Helpdesk/Customer Service environment. Proven team player who excels in both group and independent settings. Process critical thinking and problem solving skills. Strong attention to detail and accuracy with superb organizational skills. Able to communicate throughout all levels of the organization.

EXERIENCE

DATES FROM – APRIL 18, 2022 TO PRESENT

PORTFOLIO RISK MANAGEMENT/ FRAUD SPEICALIST – JPMORGAN CHASE, TEMPE AZ

Phone based position focusing mainly on handling inbound calls.

Making judgmental credit decisions on new and existing application requests for the Consumer and Small Business Credit Card products.

In addition to servicing lending inquiries, will answer and resolve customer inquiries related to verifications, products, reward points and programs, fraud, etc.

Document customer inquiries thoroughly and concisely so that interactions are captured from start to finish. This is to ensure that we are making the correct and appropriate judgmental credit decisions for our customers.

Multi-tasking, handling multiple browsers, business applications, tabs and window navigation while servicing a customer.

Providing feedback and ideas regarding policies, issues and comments you hear from customers.

Handling of fraudulent claims, providing direction and resolution to customer.

Tools used SLD (single lending desktop), CDR (card document retrieval), C3, and Customer Assist.

EXPERIENCE

DATES FROM – JAN/2020 TO JUNE/2020

ELITE ANALYST GSS ESCALATIONS/EXPORT TEAM – HONEYWELL, PHOENIX AZ

*Part of a specialized support team within the Global Customer Experience (GCE) organization based in Phoenix, AZ. Dedicated to providing top tier support to key customers that require severing and support for complex services through specialized processes. Specifically targeted to support the Wheel & Brake aftermarket repair process in support of major airline contract holders and channel partners. Ability to seamlessly interface with end customer focal points, Integrated Supply Chain (ISC) repair facilities and logistic companies providing material movement services for both Honeywell and the airlines. Interfacing with end customer focal points, Integrated Supply Chain (ISC) repair facilities and logistic companies providing material movement services for both Honeywell and the airlines.

*Part of the GTS Export Compliance License transition, taking on the evaluation of export orders

for parts being shipped out of the US. Approving only those with required licenses to ship.

Currently laid off due the COVID 19 pandemic.

EXPERIENCE

DATES FROM - JUNE/2007 – DEC/2019

LEAD ANALYST TECHNICAL PUBLICATIONS – HONEYWELL PHOENIX AZ

*Assisting with continuous process improvement activities consisting of database maintenance,

process development, and providing technical support and required documents for Honeywell

customers.

*Focal for the SalesForce Communications Team reviewing and implementing new tools to

ensure accuracy and ease of use for the CSR’s.

*Focal for the Atlas Knowledge Mgmt Project supporting the Technical Publications team.

Objective was to provide various C&PS teams and managers with efficient source of information

by extending Atlas GCC Solutions data infrastructure.

*Working with the Tech Pubs team creating new solutions to be implemented into the

Knowledge Base tool, submitting to the Atlas Team for implementation.

*Working with various project teams and management assisting in the implementation of

Technical Publications processes and procedures.

*Focal for the Yeovil, Sarasota, and Ontic transitions.

*Focal for the subscription cleanup for Delta Airlines, Embraer, St. Aerospace Engineering,

Egyptair, Pratt Whitney, and Pilatus.

*Focal for the FlightSafety project, creating platform profiles for the training material.

EXPERIENCE

DATES FROM - APRIL 2005 – MARCH/2006

IT HELP DESK SUPERVISOR – GEVITY HR, BRADENTON, FLA.

Managing a team of skilled IT associates who support over 100,00 users nationwide

with HR, Benefits, and payroll issues. Develop clear processes and procedures for the

Helpdesk including documentation and set guidelines. Creation of call volume and peak

demand reports to ensure adequate resource coverage.

*Manage daily performance of all Call Center personnel.

*Team with other areas of IT to improve resolution time and skill gap.

*Coaching, directing, mentoring, and providing daily leadership to staff.

*Monitoring incoming phone calls and service requests for quality assurance.

*Create a workable schedule within the Helpdesk.

*Creation of Associates Handbook detailing all processes and procedures.

*Prioritizing tasks, communication direction to timely resolution.

*Summarize situations to identify root cause, gather all essential information.

*Develop plan for continuous process improvement to streamline process.

EXPERIENCE

DATES FROM - MARCH/1981 – AUG/1998 Returned SEPT/2000 – JAN/2005

IT HELP DESK OPERATIONS MANAGER – IBM/ECKERD DRUGS, LARGO FLA

Managing a team of 85 associates supporting over 3000 Eckerd Drug Stores throughout the

US both in technical support and customer service capacity.

*Manage daily performance of all Call Center personnel.

*Perform all hiring, counseling, and performance reviews for direct reports.

*Team with other areas of IT to improve resolution time and skill gap.

*Coaching, directing, mentoring, and providing daily leadership to staff.

*Monitoring incoming phone calls and service requests for quality assurance.

*Create a workable schedule within the Helpdesk.

*Creation of Associates Handbook detailing all processes and procedures.

*Prioritizing tasks, communication direction to timely resolution.

*Summarize situations to identify root cause, gather all essential information.

*Develop plan for continuous process improvement to streamline process.

*Assisting in developing and implementing First Contact within the call center.

*Project Lead for implementation of IVR System and rollout of new Pharmacy software in

all Eckerd Drug Stores.

*Practice cross functional teamwork within IT in resolving customer issues and meeting

business objectives.

EXPERIENCE

DATES FROM - OCT/1998 – JULY/2000

SENIOR SERVICES FINANCIAL LEAD – IBM, PHOENIX AZ

Initiate processes related to service dispute management and service collections, including

validation and analysis. Execute defined process to meet business objectives and enhance

customer satisfaction. This includes reviewing invoicing and using associated tools to perform

root cause analysis, applying affective research and problem solving techniques.

*Maintain accounting expertise and knowledge of the services process in supporting billing

issues identification, analysis, and resolution.

*Positive relationship with the Raleigh team and act as a focal point for resolution of customer

Disputes, accounting escalations, communications, and significant billing transactions.

*Effectively monitor service activity resident in the dispute management tool for quality

resolution and timeliness.

*Monitor financial database to ensure processing by key cutoff dates.

*Track issues, trends, and gather information to perform root cause analysis of daily operations.

*Identify, recommend, and institute corrective actions to promote process improvements,

process execution and education.

*Effectively communicate across all IBM organizations.

*Ensure customer satisfaction through timely and complete responses to inquires and proactive

problem resolution.

*Monitoring incoming/outgoing calls and review work orders for quality assurance purposes.

*Practice cross functional teamwork in resolving customer issues, meeting business objectives.

*Ensure audit ability is maintained.

EDUCATION:

*Thornton Community College, Chicago, Ill – Business Management

* St Petersburg College, St Petersburg FLA – Business Management, Windows Applications, UNIX

*IBM Vocational - Project Management, Project Leadership (New Managers Training, NY),

PMI Exam Prep., Lotus Notes 405, Six Hats, Lotus Freelance Graphics Performance Mgmt.,

ATLAS, Avaya Agent, Basics of MMS access, Openview, Outlook, Access 2000, Kronos, Tivoli,

Peregrine, IBM hardware and software applications, Symbol, and IVR Systems.

*Honeywell Training – ATLAS, Avaya Tools, InContact, BMS (Business Mgmt. System), SAP,

SalesForce, Green Belt Certification, HIPI Licensing tool.

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