Operations Leadership Operations Governance People Leadership

DAWN D. SAVOY

OPERATIONS LEADERSHIP • PEOPLE DEVELOPMENT • PERFORMANCE MANAGEMENT • OPERATIONAL

EXCELLENCE

Spring, TX 832-***-**** **********@*****.*** linkedin.com/in/dawn-savoy-7531ba218 P R O F E S S I O NAL P R O F I L E

Results-driven operations and people leader with 20+ years of experience driving performance, developing talent, improving processes, and leading cross-functional initiatives across healthcare and financial services. Proven success using performance insights, coaching, and operational strategy to strengthen employee performance, customer experience, and organizational results.

E D U C A T I O N

Bachelor of Science in Business Management (In Progress) University of Phoenix

C O R E C OMPETENCIES

Operations Leadership • Operations Governance • People Leadership & Development • Performance Management • Employee Coaching & Mentoring • Cross-Functional Leadership • Operational Excellence • Talent Development • Employee Engagement • Workforce Performance • KPI Management & Performance Analytics • Process Improvement • Change Management • Training & Onboarding • Stakeholder Management • Business Process Optimization • Strategic Problem Solving • Data-Driven Decision Making • Continuous Improvement • Customer Experience • Policy & Procedure Administration • Leadership Development • Business Partnership • Quality Management K E Y A C H I E V E MENTS

Improved employee performance by 33% through structured coaching, targeted feedback, and performance management.

Increased customer satisfaction by 34% through stronger onboarding, coaching and performance initiatives.

Improved new hire readiness by 20% through standardized onboarding, certification, and coaching.

Developed high-performing talent pipelines, mentoring employees into leadership opportunities through structured coaching and career development.

QUALITY & OPERATIONS LEADERSHIP EXPERIENCE__

VillageMD Remote

Supervisor, Quality & Operations Performance June 2022 – May 2026

Led and developed a team of 16 Quality Analysts, driving performance coaching, development planning, and accountability initiatives that improved employee performance by 33%.

Built and scaled the Quality Assurance function, developing performance frameworks, scorecards, metrics, protocols, and governance processes that established a standardized program to support organizational growth.

Partnered in the evaluation, selection, and implementation of the NICE Quality Management platform, strengthening performance monitoring, reporting, and operational visibility.

Designed and implemented training and capability-building initiatives that improved customer satisfaction by 34% while strengthening employee readiness and performance.

Analyzed workforce performance, customer interactions, and operational trends to identify root causes, uncover performance gaps, and drive data-informed process improvements.

Led cross-functional initiatives with Operations, Training, Compliance, and Knowledge Management, improving onboarding, strengthening operational consistency, and aligning teams around performance expectations. Quality Assurance Analyst — Lead Level. September 2021 – June 2022

Served as the Quality Assurance Lead, providing structured coaching, audit feedback, and performance guidance that improved new hire proficiency by 20% within the first 90 days.

Developed quality-focused training materials, onboarding resources, and job aids that accelerated employee readiness and reduced time-to-competency.

Partnered with Training, Operations, and Knowledge Management teams to improve documentation accuracy, strengthen knowledge resources, and support continuous quality improvement initiatives. AIG Valic Houston, TX

Interim Team Manager June 2021 – September 2021

Led day-to-day operations for a team of 15–16 employees, overseeing performance management, coaching, development planning, and goal achievement.

Strengthened employee engagement and team performance through coaching, recognition, transparent communication, and accountability practices.

Partnered with leadership to address employee concerns, manage escalations, and ensure consistent application of policies and performance expectations.

Coached and onboarded new employees, accelerating readiness and reinforcing service, compliance, and performance expectations.

Quality Assurance Analyst II October 2018 – September 2021

Conducted quality evaluations and delivered targeted coaching that improved documentation accuracy by 12% while strengthening employee performance and policy adherence.

Provided actionable performance feedback and recommendations that increased documentation quality scores by 9% across the team.

Identified performance trends and recommended process improvements that enhanced operational performance, strengthened compliance, and supported continuous improvement. Client Service Professional February 2008 – October 2018

Mentored and coached new employees, supporting onboarding and knowledge transfer initiatives that accelerated proficiency and early performance.

Resolved complex retirement plan inquiries by analyzing account information, interpreting IRS regulations, and delivering compliant, customer-focused solutions.

Maintained accurate documentation and adherence to regulatory requirements, internal controls, and quality standards to support audit readiness and operational compliance.

Resolved complex retirement account issues through research, analysis, and cross-functional collaboration while delivering exceptional customer service.

Reviewed retirement plan documentation and collaborated with financial advisors to support participant requests and retirement plan administration.

T E C H N O L O G Y & B U S I N E S S T OOLS

Platforms & Systems: NICE • Verint • Workday • ADP • AthenaOne • Knowledge Management Systems (KMS) Business & Analytics: Microsoft Excel• PowerPoint • Word • Outlook • Teams • KPI Reporting • Root Cause Analysis Available Immediately • Open to Remote, Hybrid, or On-Site Opportunities

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