Sorenson Communications

Oversight of all Sorenson business lines in the state of Colorado, including:

- Video Relay Services (brick-and-mortar call center operations)
- At-Home Video Relay Services (remote call center operations)
- Frontline, in-person service provision via our Community Interpreting platform
- Video Remote Interpreting.

- Energetically leading a team of over 80 multi-disciplinary professionals ensuring customers receive white-glove service across all platforms.  
- Empowering three Team Leads to assist in supporting ASL Interpreters with technology, customer and soft skills improvement, and professional development. 
- Tracking KPI and ensuring the satisfaction of industry standards through training and regulatory compliance. 
- Motivating employees, maintaining morale, and promoting our corporate culture by being an intentional and engaged leader who ensures employees feel equally heard and appreciated. 
- Effectively communicating objectives and expectations of the business in away that is both clear and passionate.

Director of Interpreting Services - Call Center Operations

- Dynamically leading a group of three Team Leads and 120-150 remote call center employees. 
- Empowering Team Leads to assist in supporting ASL Interpreters as they provide the highest quality customer service in the industry.
- Oversight of employees in Colorado, Iowa, Kansas, Nebraska, North Dakota, and South Dakota (2021-2022 Internationally - Alberta & Saskatchewan, Canada. Domestically - Idaho, Nevada, Oregon, and Washington).

Director - At Home Interpreting (Remote Call Center)

- Enthusiastically led 11 Call Center Directors in nine states (CO, IA, KS, MN, MO, NE, NM, SD and WA).
- Providing Mid-Level oversight for more than 500 call center employees. 
- Excelled at leadership training and development with a strong emphasis in mentoring. 
- Mastery of analyzing and interpreting data to achieve industry key performance indicators to ensure market success. 
- Daily and weekly analysis of data and uniform reports to coach and counsel for continuing performance improvement.  
- Ensured compliance with all FCC requirements and all applicable Federal and State labor laws.

District Manager

- Oversaw the day-to-day operations of a local inbound/outbound call center.
- Ensured compliance with all regulatory and statutory standards.

Call Center Director

Independent Insurance Broker

Experienced Licensed Insurance Broker offering Life, Accident, Health, and Final Expense options.

Licensed Insurance Broker

Samson Strength Formation LLC

www.samsonstrength.us

Dawn Samson, CPT and Samson Strength Formation LLC provides coaching, exercise plans, and nutrition consultation to help women achieve their fitness and health goals through:

- Personal Training
- Strength Training
- Nutrition 
- Mobile Technology

Areas of Responsibility: oversight of contract acquisition and maintenance, social media and marketing efforts, website/digital marketing and e-commerce management, audio & video production.

Co-Owner & Chief Operating Officer

Paraquad

- Effectively led and inspired a team of frontline, direct contact Staff Interpreters. 
- Led a team of highly qualified Sign Language Instructors for  and successfully overseeing a growing Community ASL Courses averaging 60-75 students per year.
- Coached team members to ensure provision of outstanding customer service and a superior experience to all clients and customers.
- Excelled at training staff in need of sign language skills, attitude, or soft skills improvement. 
- Served as contract liaison of the largest public schools contract in the St. Louis region. 
- Oversight of four full-time staff, two part-time staff.
- Talent recruitment and acquisition of 57 independent contractors.
- Manager of the Video Remote Interpreting (VRI) service, providing services to customers nationwide.

Interpreting Services Supervisor

- Maintained a weekly schedule of direct contact customer service as a licensed and certified Sign Language Interpreter.
- Successfully oversaw the marketing and outreach for our multi-state interpreting service provider.
- Led all marketing operations for social media, web presence, customer satisfaction/retention.
- Talent recruiting/acquisition. 
- Sales and customer acquisition for the nationwide Video Remote Interpreting (VRI) service. 
- Supervised a team engaged in outreach, marketing activities, and customer satisfaction campaigns.

Sales and Outreach Manager

- Energetically functioned as a frontline customer service provider in the role of licensed and certified ASL Interpreter.
- Facilitated conversations between Deaf/Hard of Hearing and Hearing consumers using videophones.
- Served in call centers located in Columbia, MO and St. Louis, MO. 
- Work was on a part-time basis for the majority of the duration, averaging 16-20 hours per week.

Video Interpreter

Deaf Inter-Link

- Direct contact customer service, providing the most professional and ethical interpreting services.
- ASL Interpreting in corporate, medical, legal, mental health, and educational settings.

Staff ASL Interpreter

Paraquad - DEAF Way Interpreting & Community Services

Client Services Incorporated

- Account Manager in a call center setting.
- Collected on accounts for customers including, JP Morgan Chase, Chase Bank, and Bank of America.

Account Manager - Collections

Primerica

- Life Insurance Sales
- Home Loans
- Debt Consolidation Loans
- Recruitment & Team Building

Licensed Insurance Agent (self-employed)

May Department Stores

- Account Manager in a call center setting.
- Collections Operations for major department store credit card service. 
- Collected on accounts for Kaufmann's, Filene's, Marshall Fields, Lord and Taylor, and Famous Barr.

I am an experienced leader in a variety of industries which has served to make me a well-rounded and insightful manager. I have a demonstrated history of success and advancement working in the telecommunications, language and localization services, and insurance industries. I have a track record of successful leadership in Call/Contact Center Operations, Sales, Management, and Marketing Strategy.

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