Dawn M Wittner

1068 Timothy Ln Niskayuna NY 12309 (H)518-783-1855 (C) 518-881-8962

Email:DWittner@nycap.rr.com

SKILLS AND CAPABILITIES

Passion to succeed in a challenging and dynamic work environment, with
outstanding motivational skills while encouraging a positive attitude and supporting
a team oriented environment. Offer reliable and professional service to both internal
and external customers with verbal (walk in) and phone and written communication
skills. Able to multiple task in a fast-paced work environment, while utilizing
excellent time management skills.

ING Life Insurance & Annuity Company Latham New York 1990
- 2009
CUSTOMER SERVICE SUPERVISOR August 2006 to July
2009
Team Management & Training & Development
Responsible for supervision of associates, which includes, but is not limited to,
supporting new and existing associates by monitoring volume, giving timely
feedback, and researching difficult requests. Acts as a liaison between associates
and other teams/departments in order to ensure efficiency.
o Ensured team and individual team member’s compliance with all
applicable regulatory requirements, securities laws and regulations, as
well as ING compliance procedures.
Enabled team to complete course and firm element
requirements prior to deadlines in the past seven quarters.
o Support hiring, developing and performance management of staff
through conducting performance reviews and assisting with
compensation recommendations.
Monitored call queues to support department call
responsiveness and ensure established metrics are met.
Ensured team of employees not only met but also exceeded
metrics in the First Call Resolution for Year to Date over previous
year by 8.7%. The team improved their Quality Assurance
scores in this same year by 12.7% and their customer survey [E-
Talk] by 21.6%.
o Worked with employees to ensure high levels of engagement and
ongoing career growth.
By mentoring and motivating employees to utilize learning
opportunities within the call center environment two separate
individuals were able to utilize these avenues to move into a
Quality Review position and Sales position with the knowledge
they learned. This resulted in retained knowledge and business
within the products and a savings and increase of revenue for
the company.
o Provided problem resolution and escalated call support for employees.
o Review Contracts and communications to ensure compliance with
company and regulatory requirements.
Plan and Project Management/Customer Service
Served on a team as a contact for specific sponsored plans to collaborate with
Sales, Recordkeeping, Operations and Marketing staff.
o Resolve service and communication issues through direct contact with
Sponsors, other customers and internal functional units (money in,
money out, technical services)
o Contribute to product development and the process of improvement
efforts.
Collaborates with Product development team, Legal, Compliance
and Technical support to draft endorsement for contract
enhancements for SUNY Optional Retirement Program [Loan,
Hardship and Death Benefit] as well as the enhancements for
the Opportunity Plus program [Death Benefit, withdrawal
benefit, 403b Plan Termination]. This collaboration resulted in a
low cost enhancement for both the company and the customer
while being able to write the endorsement and coordinating
contractual needs and computer application system needs
simultaneously.
o Directly resolves complex service and communication issues with
customers
o Identifies and assists with plan retention opportunities, sponsors,
distribution and TPA’s.

Technical
Partner with IT to identify and specify requirements and to assist in business
process redesign to resolve business issues. Combines basic technical knowledge
and specific business and product understanding to fully utilize the system and
identify risk implications of system component.
o Served as liaison between the IT staff and Operations staff in resolving
production and business issues including translating business
terminology and concepts.
Partner with other functions to mitigate organizational risk while
insuring limited impact to the organization and no realized impact o
the customer.
o Served as a key contact for IT staff by consulting and advising them on
systems, product and process and resolution information. Alerted IT
staff regarding pending problems in systems and made suggestions for
future improvements.
 EDUCATION / TRAINING /CERTIFICATION
2008 (Annual)Firm Element Training: Anti-Money Laundering
403b Regulation changes (effective January 1, 2009)
New Product training for SUNY/UUP case
Money Out / Money In / New Business training pertaining to new 403b
Regulations
Continuing Education Tutorial for Series 6 and Series 26 Licenses
Business Continuity Plan (BCP) testing and walkthrough
2007 Passed Series 26 Licensing Exam – Registered with the National Association
of Securities Dealers
Supplemental Fee Disclosure
Corporate Responsibilities – Preparing for Workplace Emergencies
ING Income Preserver Phase 1 and 2
Business Continuity Plan (BCP) testing and walkthrough
2006 PNC Impress Imaging system training
Corporate Responsibilities – Business Principles
ING Crisis Preparedness – Workplace Emergencies
USFS Learning Maps
Customer Privacy – Personal Information
Roth 401(k) and Roth 403(b)
2005 Compliance 101 – Doing Business in an Ethical Way
Mobile Working and the Use of Portable Equipment
Information Security Awareness at ING
Customer Service Workstation for SBA
2004 Brand Awareness – Behind the Bench
ING Code of Conduct
Crisis Management
2003 Systematic Withdrawal Options course
ING Online Courses tutorial
2002 Continuing Education Tutorial for Series 6 License
“How to be an Effective Coach”, ING Seminar
MAGIC (Making a Great Impression on the Customer) Training
Firm Element Training: Anti-Money Laundering
2001 Economic Growth and Tax Relief Reconciliation Act of 2001
Pension Reform
Asset Rebalance
Ultimate Statements
Single User Login (SUL) – Internet training
2000 Firm Element Training: General Suitability and Ethical Conduct
IT Security Awareness
403(b)(7) Custodial Account training
1986 *AAS Degree in Early Childhood Education from Hudson Valley Community
College