Dawn Power

I lead the Quality Control, Financial Disbursements and Premium Administration Teams. This role entails people management, audit, compliance, continuous improvement and process documentation, morale boosting, and open communication.

• Generated detailed reports outlining KPIs, quality control measures, and other related data points.
• Investigated customer complaints concerning product quality or service delivery issues.
• Reviewed employee performance evaluations and made recommendations for improvement.
• Coordinated with cross-functional teams to ensure smooth workflow processes.
• Resolved conflicts among team members in a professional manner.
• Facilitated training sessions for new employees on operational processes and procedures.
• Analyzed data from multiple sources to make informed decisions regarding operational strategies.
• Established key performance indicators for measuring operational success.
• Monitored performance metrics on a regular basis and identified areas for improvement.
• Supervised daily activities of the operations team members, providing guidance when necessary.
• Identified opportunities for process optimization through automation and technology implementations.
• Kept team in compliance with all applicable company and legal standards.
• Assisted with development and implementation of quality controls, productivity standards and compliance guidelines.
• Supported team objectives by coordinating resources.
• Supervised team members, offering constructive feedback on work performance.
• Generated regular reports detailing operational performance as compared to targets.
• Led two team Disbursements (5) and QC (7) in daily operations, ensuring efficiency and productivity were maintained at optimal levels.

• Developed and implemented process control systems to ensure product quality.
• Provided support during external audit activities conducted by customers or regulatory agencies.
• Performed detailed inspections of incoming materials, ensuring they met the required standards.
• Assisted in the development of new procedures for inspecting, testing and evaluating workflows.
• Identified opportunities for improvement in existing processes based on customer feedback.
• Utilized various software at once to make sure all checks were adhered to and documentation was 100% accurate before being sent to the client.
• Collaborated with multiple other Operations departments such as Disbursements, Claims, Premium Admin, Policy Admin, Customer Service and Pensions.
• Participated in multiple Kaizen events to identify how time could be saved and processes could become more efficient.

• Provided accurate information about products and services to customers.
• Developed strong relationships with customers by providing personalized assistance and support.
• Provided excellent customer service to resolve customer complaints in a timely manner.
• Identified areas of improvement in customer service processes and suggested changes accordingly.
• Maintained a high level of professionalism when dealing with difficult customers.
• Maintained detailed records of customer interactions, transactions and comments for future reference.
• Resolved complex problems by working with other departments to provide solutions that meet customer needs.
• Conducted regular follow-up calls with customers after resolving their issues.
• Mentored junior team members and managed employee relationships.
• Updated databases with new and modified customer data.

I worked 3 years part-time; Weekends/Summer/Christmas whilst in University. I became full-time in 2010 and led 3 departments on the Homewares side of the business. Finally, I moved on to leading the Kidswear Department for several years.

• Managed inventory levels by ordering sufficient stock for each account.
• Entrusted with balancing tills in the Cash Office.
• Developed and maintained relationships with customers to ensure repeat business.
• Identified opportunities for cross-selling additional products and services.
• Identified areas of improvement in existing processes and implemented solutions accordingly.
• Reviewed monthly performance against targets set by management team.
• Organized store by returning merchandise to proper areas and restocked displays.
• Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.