Dawn Marilyn James	Home:  [Send email to request phone number] 61-8429
4214 Bluewater Dr.	 Mobile: (215) 901-9852
Missouri City, TX 77459 	[Send email using form at bottom]

PROFESSIONAL PROFILE
Adept, resourceful, productive professional with wide range of experience gained
from working in mission-critical businesses and educational institutions.  Highly
skilled in operations and business-relationship management, planning and
implementation.  Exemplary leader and motivator who excels in teaching, training
and empowering employees.  Proven track record of success developing processes
that support repetitive activities, thus increasing efficiency and productivity.

BACKGROUND SUMMARY
Customer Service Processes	Procedural Documentation	Project Management
Program Analysis & Evaluation	Reconciliation Analysis	Policies & Procedures
Development
Organizational Efficiency	Training & Methodologies	Business Relations
Management
Personnel Management & Human Resources	Operations and Logistics
Management	Resource Planning & Management

Technical Expertise includes: Microsoft Office Suite, Network Support
Obtained awards for best overall trainer, and great presentation techniques



PROFESSIONAL ACCOMPLISHMENTS
Personnel Management & Human Resources
Structured Human Resources Department .Implemented methodologies and created
documents in support of the human resources processes including the development
of the Employee Handbook. 
Managed a staff of fifteen (15) employees, and created incentives. 
Results: Substantially reduced absenteeism and reduced turn-over rate by 30%.

Customer Service Processes
Designed and implemented Customer Service operations. Created Customer Service
Manual and implemented troubleshooting techniques. Empowered employees by
enhancing the skills needed to perform their duties by developing and conducting
personalized training.
Results: Improved the response rate by 40%

Project Management
Successfully maintained business relationships with major utility clients by
enforcing quality assurance measures
Experienced in coordinating activities among departments responsible for the
execution of tasks
Great troubleshooting techniques and procedural documentation
Managed database and provided standard and ad hoc reports.
Results: Raised the efficiency level by 60%  
EXPERIENCE:		
	Biller Relations Manager
AmeraCash Solutions, Inc. – Philadelphia, PA		2003 - Present
Report to the C.E.O. 
Successfully implemented quality assurance procedures to ensure client
satisfaction
Serve as liaison between AmeraCash and major utility clients.
Demonstrate exceptional knowledge of all aspects of the company’s operation.
Develop Statement of Work, and coordinate activities among the departments for
execution of tasks.
Improved the reporting process for daily account reconciliation
Provide significant technical and marketing information for the development of
presentation material.
Consult with corporate clients to develop new business relationships.

Office Manager
AmeraCash Solutions, Inc. – Philadelphia, PA									 2001 - 2003
Structured Human Resources Department 
Implemented methodologies and created documents in support of the human
resources processes including the development of the Employee Handbook. 
Managed a staff of fifteen (15) employees, and created incentives which
substantially reduced absenteeism.
Designed and implemented Customer Service operations. 
Created Customer Service Manual and troubleshooting methodologies

											Corporate Trainer
Jackson Walker L.L.P – Houston, TX.							2000 - 2001	
Conducted training sessions for members of staff and attorneys
Assisted legal professionals in becoming proficient with software applications
Designed and implemented training schedule for new hires, and continuing
education for current employees
Developed training manual for users

												Instructor 	
CompUSA – Houston, TX									1999 - 2000
Trained students in the use of the Microsoft Office 2000, Software and Windows
98 Operating System
Was nominated “Trainer of the Month”

	 	Consultant	
Houston Community College (Central) - Houston, TX 	1999 - 2000
Consulted with corporate clients regarding specific software needs in
preparation for customized software training
Developed instruction guide for corporate clients
Trained clients in the use of Microsoft Office products

	Corporate Trainer & Methodologist
Systems Integration Group (SIG, Inc.), - Houston, TX	1999
Structured and developed user manuals for software application training
Trained employees in the use of Microsoft Office products and proprietary
software 
Conducted surveys to determine follow-up training needs
Developed and conducted follow-up training activities.
Developed a curriculum for employee training
 
CERTIFICATION

Certificate of Achievement - Supporting MS Windows NT 4.0 Microsoft 
Certificate of Achievement - Administering Windows NT 4.0 
Certified Technical Education Center - New Horizons 	2000

Certificate - Financial Decision-Making
Professional Education Program	1993

Certificate - Management Development
Guyana Management Institute				1991

Trained Teacher’s Certificate - Education Methodology & Psychology 
Cyril Potter College of Education				1975 



COMPUTER SKILLS
Proficient in the use of Microsoft Office 2003 – Excel, Word, Outlook,
PowerPoint ; Microsoft Access; Paradox 7, Windows XP.
Worked as an end-user with MagTek MICRImage scanner & .Verifone printers