Client Implementation Coordinator, Operational Management

Dawn R. Cecil

Location: Crestwood, KY LinkedIn Number: 502-***-**** Email: **********@*****.*** Summary

Project Manager and Customer Service professional with 20+ years of combined experience. Skilled in training, motivating, and improving customer experience. Detail-oriented with strong problem-solving abilities. Expertise in leading end-to-end projects and building valuable relationships. Skills

New Program & Product Implementation

Customer Success Management HTML

Resource Allocation & Funding Data Analytics

SIPm DNS API Integration

Salesforce Personnel Management Scaling

World Class Customer Service Provider

Customer Relationship Management B2B

Process Designing Configuration Management

Team Management Budget Management

Project Management Portfolio Management

Process Improvement SaaS Data Collection

Business Acumen & Planning Service Now

QuickBooks Customer Engagement

Strategic Direction NPLEx Agile

Customer Implementation DME

Performance Management HubSpot

Technology Integration ITIL SQL

Customer Advocacy & Satisfaction

Experience

Wetterer & Co. December 2024 to August 2025

Project Coordinator Louisville, KY

● Coordinated and managed multiple internal projects from initiation to completion, ensuring on-time delivery of milestones and deadlines.

● Created and maintained project schedules, task trackers, and resource allocations, improving project visibility and accountability across the firm.

● Acted as a central liaison, facilitating communication between partners, staff, and stakeholders to align on project updates and deliverables.

● Developed and organized comprehensive project documentation to ensure compliance with firm standards and regulatory requirements.

● Supported office administration and operations, including scheduling, document management, and workflow optimization.

● Utilized project management tools, Microsoft Suite, Zoom, and accounting software (Thomson Reuters, Practice CS, iContact) to streamline coordination and reporting.

● Partnered with leadership during high-volume tax seasons, coordinating extended schedules and resources to support client-facing teams.

● Enhanced efficiency of administrative processes by identifying workflow gaps and implementing improved tracking and reporting methods.

Kentucky Administrative Office of the Courts (via contract with Harvey Nash) November 2022 to January 2023 Implementation/ Project Manager Frankfort, KY

● Actively participated in team meetings, project management, and communication with elected officials.

● Collaborated with ITS staff to maintain project progress, troubleshoot issues, and improve documentation. Coordinated hardware testing and utilized training resources.

● Provided support services, collaborated with Service Desk and AV teams, and implemented best practices for enhanced efficiency and customer satisfaction.

BrightSprings – PharMerica (via contract with Insight Global) July 2019 to May 2020 Implementation Consultant (Project Coordinator) Louisville, KY

● Lead post-sale transitions of new customers and coordinate additional product or service commissions for existing customers.

● Coordinated service component needs with various departments involved in the implementation process to ensure timely notification and setup.

● Provided consultative support to internal departments, including scheduling meetings, providing project updates and presentation documents, scheduling training, and supplying necessary forms and materials.

● Reviewed and coordinated implementation components and timelines with customers, vendors, technology, and support teams to support pharmacy operating procedures. Appriss, Inc. February 2015 to October 2017

Operations Manager – Quality & Training (Project Management) Louisville, KY

● Entrusted to engage with Stakeholders, both internal and external, to best ensure the Customer First Center delivered support that fulfilled the expectations of our clients and callers.

● Implemented resources (e.g., application integration, cloud-based phone platform, post-call survey) to drive efficiency within the support center, reducing quality risks.

● Collaborated in Agile cycles with Engineering and Development teams, prioritizing changes and ensuring accountability for product support.

● Resolved issues and devised contingency plans while driving continuous improvement and risk mitigation.

● Managed projects, oversaw deliverables, and communication mechanisms (e.g., JIRA, Confluence, ServiceDesk Integration), and utilized JIRA, CA Service Desk (integrations), and Excel for project tracking and reporting.

● Projects entailed: Law Enforcement, Victim Services, Federal clients, Health Clients (NABP, Physicians, and Pharmacies), Acquisitions, and Internal Tools.

Appriss, Inc. February 2014 to February 2015

Customer First Center Operations Manager Louisville, KY

● Direct Contact for all things regarding the support service for the 24/7/365 Contact Center

● Collaboratively restructured the Supervisor Team and Team Alignment, with the Director of Operations, to drive continuous 24/7 support strictly utilizing only agents that are specific to the department.

● Drove results and managed projects that enhanced internal tools, improved overall end user experience, including but not limited to improved self-help features, and significantly decreased call volume to allow for New Business Support with the same headcount.

● Integrated a customized 3rd-party platform to improve agent experience and overall scorecard for performance.

● Implemented Post-Call Survey tool to obtain feedback from customers regarding their call and overall experience.

● Utilized Excel for staffing and workforce management needs.

● Improved overall communication, as well as identified best times for weekly 1:1 coaching sessions, team meetings, and provided ongoing development.

● Created and rolled out a platform to house the process documentation as well as a continuity of business in an event where online documentation was not accessible at any given time.

● Measured, monitored, and reported on KPIs with clients as well as internal standards. Appriss, Inc. September 2011 to February 2014

Customer First Center Supervisor Louisville, KY

● Managed and supported 24/7 operations of the Customer Support Organization, utilizing relationship management skills to drive innovation and improve the department and organization.

● Developed initiative roadmaps and evaluated areas for process improvement, implementing automated tools and resources in collaboration with internal teams.

● Reviewed customer contracts to ensure compliance and delivery of contract requirements, leveraging internal relationships to align company expectations.

● Engaged with multiple departments and teams to optimize product and service support, managed, and oversaw the project of restructuring the Cloud-Based phone platform and improving the IVR and user experience.

Insight Communications September 2008 to December 2009 Tier 1 Sales Supervisor Louisville, KY

● Worked collaboratively with management and assigned Customer Service Representatives (CSRs) to improve sales skills and overall performance through implementation plans.

● Served as Direct Sales contact for one management team (four supervisor teams, 10-12 associates, and their leads).

● Assisted in shifting the service culture by adding sales responsibilities to a customer service organization.

● Provided ongoing development to CSRs as well as feedback to their respective supervisors. Accent, Inc. April 2007 to September 2008

Program Manager New Albany, IN

● Managed the operations of multiple inbound customer service/sales departments. Supervised a team of Assistant Program Managers (APM) as well as the agents.

● Developed and managed all aspects of multiple inbound customer service/sales programs.

● Restructured the operations of an entire program. Within six months, the program achieved its financial objectives.

● Responsible for training, procurement, and mentoring the CSRs' performance, retention, quality assurance, and sales and service capabilities while exceeding sales goals. Citigroup, Citi Cards NAM July 2004 to October 2006 Unit Manager - Customer Service – Associate Vice President Louisville, KY

● Served as Direct Lead for a team of 15 - 20 customer service associates. Developed and implemented business insights and team strategy for successful sales and service within the department.

● Drove performance and productivity objectives using the call management systems and a strong mentoring and performance-based program.

● Optimized sales into the top 10 of 28 teams. Volunteered to participate in special projects: Self-Assessment, Special Action Committees, and FDR Command Center. Education and Training

Murray State University, Coursework: Interpersonal Communications Indiana Wesleyan University, Coursework, Associate of Arts: Business Management Citigroup, Leadership Training KEP Training, Completion: PMP Exam Prep

Additional Skills

Living Communities Assistance Strategic Management Agile Development Windows Server Data Management Customer Education Provider Managing Cross-functional Teams Project Scope Management PMP experience Management & Supervisory Experience Technical Experience Account Management Troubleshooting Equipment Maintenance Conflict Resolution Strategic Customer Success Product Adoption Risk Mitigation & Strategies Marketing & Manufacturing JavaScript Presentation Skills Project Documentation Software Development Root Cause Analysis Tailoring & Translation Business Planning Organizational Skills Professional Development Status Reporting & Scripting Regulatory Compliance Performance & Quality Improvement Technical Assistance Consultation Data Collection Education and Training Business Administration Client Relationship Management Client Service Analytical Ability Care Coordination Product Solutions MS Project New Employee Onboarding Healthcare Technology Project Performance Measurement Marketing Programs Business Solutions Business Analysis System Enhancements SME Typing Retail Operations Change Management Credit Policies Operations Process Financial Service Process Excellence Process Management Organizational Development Business Requirement Business Process Improvement Data Analysis ERP Information Systems

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