1. DAWN CASSITY
320 SE WILLIAMSBURG CIRCLE LEES SUMMIT,MISSOURI 64063 (816)500-0893
EMAIL: CASSITYFAMILY8@YAHOO.COM
A highly experienced Customer Service and Operations Executive with strong management and analytical skills with an
impressive track record of more than twenty years of hands-on experience. Goal-oriented and project driven with strong
leadership skills as a coach and motivator. Creative and versatile with a proven record of strategic planning, business
development and collaboration with senior leaders across functions.
PROFILE OF QUALIFICATIONS
Strategic Planning Call Center Management Lean
Budget and Financial Analysis PPI (Practical Process Improvement) Green Belt Training
Project Management Executive Leadership Training
NPS Management CommunityInvolvement Quality Assurance
Employee Development & Coaching
CAREER ACHIEVEMENTS
 $1 Million in Service Revenue Sales (24% increase over prior year)
 Manage $4.5 million in Department Budget (12.5% below budget)
 Implemented new Fax Server with no service interruptions (savings to the company of $12,500/year)
 Successfully migrated order processing from Cleveland to Lenexa (1500 orders/month along with migration of
750 calls/month)
 In first two months on job, created small market survey that had a 21.5% response rate with a NPS (Net
Promoter Score) of 69.5%. This survey provided betterinformation to the company than our overall customer
service survey.
 Responsible for NPS (Net Promoter Score) for Lenexa Division of company. Drove score to all time high of
79.1.
 Chaired a pilot program for Community Action which encouraged employee volunteerism and philanthropic
giving within the local community.
 Designed, developed and implemented a customer service department for the healthcare and substance abuse
testing divisions of LabOne. This included preparing training manuals, writing SOPs, hiring and training.
 Created recognition, quality and bonus programs.
 Consulted for other divisions within the organization which included hiring of staff, reorganization of
departments, putting standard operating procedures in place and defining department metrics.
PROFESSIONAL SYNOPSIS
GOODWILL - Training & Quality Assurance Manager MAY 2016 - PRESENT
 Create policy, procedures,and training for Missions Department.
 Responsible for preparation of organization for CARF (Commission on Accreditation of Rehabilitation
Facilities) survey.
 Develop a Quality Assurance Program to ensure compliance is maintained with federal, state,and county
contracts.
 Train staff on new policy, procedures and quality processes.
 Direct Reports 2
THERMO FISHER SCIENTIFIC - Senior Manager, Customer Support 2012 - 2015
Director, Customer Support 2009 - 2010
 Responsible for customer service, technical service for Microbiology Division US, along with contract,
pricing, field service staff and equipment repair.
 8 Direct Reports and 50 Indirect Reports with oversight over multiple locations.
 Managed NPS Program including strategy determination, analysis of data, and project recommendation.
 Managed staffing, budgets,productivity requirements, cost analysis, and project management for department
while meeting all necessary corporate requirements.

2. Dawn Cassity - Page 2
 Department quality, production,ASA, Abandonment Rate, and Adherence Standards measured and corporate
goals met.
 Determined distribution and pricing strategy on new product line during integration of new business
 Implemented a new freight pricing structure during integration of new product line.
PAYCOR - Manager, Client Services 2010-2012
 Responsible for customer service for small market and major market accounts which included account
management of $5.5 million in company revenue.
 Direct Reports 8 and Indirect Reports 20
 Managed staffing, budgets,productivity requirements, and project management.
 In first two months on job, created small market survey that had a 21.5% respons e rate with a NPS score of
69.5%. This survey provided better information to the company than our overall customer service survey.
This was the first push to establish a true NPS program.
 Department quality, production,ASA, Abandonment Rate, and Adherence Standards defined and measured so
to meet company goals.
 Responsible for identifying trends in NPS (Net Promoter Score) for local branch.
 Accountable for client retention and for meeting budgeted number. 25% under budget.
 Responsible for general office management and front office.
 Lead committee at corporate level to introduce customer service metric standards and launch a call recording
program which included preparing documentation and training.
 Mitel used in this call center.
QUEST DIAGNOSTICS (formerly LabOne) 1993 - 2009
Director of Field Operations 2005 - 2009
 Responsible for the operations of Patient Service Centers (phlebotomy draw sites)in Kansas,Missouri,
Arkansas and Nebraska. 9 Direct Reports with oversight of 100+ locations with approximately 250 employees
 Responsible for setup of Stat Labs including cost analysis, purchase of equipment, and operating procedures.
 Managed staffing, budgets,productivity requirements, cost analysis, and project management for department
while meeting all necessary corporate requirements.
 Went through Green Belt training.
 Responsible for a budget of $11,000,000
Corporate Vice President, Customer Service 2003 - 2005
 Responsible for customer service for the healthcare and substance abuse divisions
 Responsible for call centers in Cincinnati, Ohio and Hays, Kansas facilities along with Lenexa
 In charge of corporate customer service initiatives and worked with the COO to provide consistent customer
service strategies across all lines of business within the organization
 During acquisitions, responsible for integrating the new company with LabOne IT structure, processes and
policies.
 LabOne’s “go to” person for special projects and customer service assignments. Have redesigned departments
that have had challenges and brought them to efficiency.
 Initially hired in 1993 as Manager of Customer Service to help design, develop, and implement a customer
service department for the above divisions. These departments grew from 4 employees to 120 employees.
 Handled budget of over $7,000,000.
 Responsible for bringing departments to < 3% Abandonment Rate and <20 second Average Speed of Answer.
In 2004 handled 1.25 million incoming calls and 300,000 outbound calls.
 Created recognition programs, bonus programs, and quality programs.
 Experienced with Fujitsu and Avaya phone systems.

Prior to 2003, I held the position of Managerand Director of Customer Service.
EDUCATION
 BBA (Emphasis in Marketing), University of Missouri – Kansas City
 Associates Degree, Longview Community College
 Courses taken towards MBA with Emphasis in Healthcare Administration, Avila University