Summary
Overview
Work History
Education
Skills
Accomplishments
Work Availability
Timeline
Dina Keenum

Dina Keenum

Clarksville,Tennessee

Summary

Dedicated and enthusiastic absence manager with extensive knowledge of various employee health and wellness programs, products and policies. Strong experience with operational improvement through change management, effective communication, and critical thinking. Excels in collaborating directly with stakeholders of all levels and disciplines. Thrives in pressurized customer-focused situations, ensuring strict timeliness and quality standards are consistently met while adapting to changing demands with pragmatism. Implements company policies, standards, and changes in operations, focusing on motivating staff to maximize productivity, talent, and engagement.

Overview

24
24
years of professional experience

Work History

Senior Operations Manager-Absence Management

Verizon Wireless
12.2012 - 04.2022
  • Provided leadership for continual management and employee training initiatives.
  • Allocated resources to planned programs according to business objectives.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
  • Coordinated leadership workshops to educate team members on best practices to optimize productivity.
  • Directed strategic workforce planning, performance management, and benefits administration.
  • Developed and rolled out new policies designed to bolster productivity and reduce overall absence costs.
  • Served instrumental role in organizational transformation and implementation and participated in 5 successful large-scale corporate restructurings.
  • Mitigated business risks by working closely with legal and our executive team to ensure we were meeting the minimum requirements of labor laws.
  • Established and implemented priorities while reaching performance goals and objectives by ensuring direct report workloads were balanced and managed accurately and timely, consistently evaluating individual and team performance, and initiated appropriate action to meet and exceed performance standards.
  • Conducted quality audits, analyzed results and counseled staff to bring work to, or above, standards and consistent with applicable policies, procedures and department guidelines.
  • Developed and maintained close customer ties in collaboration with internal customers, articulated customer needs, and kept priorities in focus with the expectations of the Customer.
  • Identified top talent through interview and calibration process, extended offers to identify talent and provided training and development opportunities for direct and indirect reports by continuously giving feedback to aid in the development of talent.
  • Identified, evaluated and recommend process improvements designed to increase efficiency/improve quality.

Operations Supervisor

Verizon
09.2010 - 12.2012
  • Motivated and trained employees to maximize team productivity.
  • Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
  • Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
  • Encouraged and promoted ideas aligned to business needs and benefits.
  • Launched staff engagement, gender diversity and cultural programs.
  • Directed strategic workforce planning, performance management, and benefits administration.
  • Reduced operational risks while organizing data to forecast performance trends.

Customer Service Supervisor

Verizon Wireless
06.2005 - 09.2010
  • Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
  • Coached employees through day-to-day work and complex problems.
  • Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.

Customer Service Representative

Verizon Wireless
10.2003 - 06.2005
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.

Business Banking Supervisor

Wells Fargo
01.1998 - 07.2003
  • Coached and counseled community banking associates to boost performance.
  • Monitored banking associates for customer service.
  • Complied with established internal controls and policies.
  • Established and enforced internal controls, workflows and policies for tracking, reconciling and reporting on accounting activities.
  • Developed strategic plans for day-to-day financial operations.
  • Supported Business Operations Support with special projects and additional job duties.

Education

RYT 200 - Hatha

Ohana Moon, Cameron Park, CA
04.2022

Associate of Science - Business Administration

Heald College, Sacramento, CA
06.1997

High School Diploma -

Del Campo High School, Fair Oaks, CA
06.1995

Skills

  • User Acceptance Testing (UAT)
  • Solution Development
  • Employee Assignments
  • Operations Management
  • Cost Efficiency
  • Performance Monitoring and Evaluation
  • Operational Logistics
  • Strategic Vision
  • Litigation Support
  • Training Initiatives
  • Exceptional Attention to Detail
  • Policy Development and Enforcement

Accomplishments

    Created and implemented a business led absence management program for a Fortune 500 company by ultimately growing my team to 200+ employees who managed the absence of more than 10k employees.


    Awarded Best in Class Achievement Award in 2012, 2013, 2015.


    Recognized by Regional VP identifying significant contribution in Customer Service, Process Improvement, Development, and Coaching.


Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Senior Operations Manager-Absence Management - Verizon Wireless
12.2012 - 04.2022
Operations Supervisor - Verizon
09.2010 - 12.2012
Customer Service Supervisor - Verizon Wireless
06.2005 - 09.2010
Customer Service Representative - Verizon Wireless
10.2003 - 06.2005
Business Banking Supervisor - Wells Fargo
01.1998 - 07.2003
Ohana Moon - RYT 200, Hatha
Heald College - Associate of Science, Business Administration
Del Campo High School - High School Diploma,

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