Synora K. Dunn

• Built, developed, and led Consumer BPO operations by designing and executing scalable support strategies for global customer service outsourcing relationships, consistently exceeding Key Performance Indicator (KPI) targets and aligning vendor operations with global customer priorities.
• Drove continuous improvements and quality performance of partner metrics (e.g., CSAT, Resolution Rate, FCR, productivity, staffing, training, attrition, efficiency) through advanced workforce capacity modeling, volume trend analysis, and data-driven resource allocation, achieving annualized cost savings of $3-5 million.
• Held vendors accountable to executing operational excellence & contractual standards by instituting rigorous business review frameworks, analyzing performance data, and delivering actionable executive-level insights to drive continuous improvement and accountability.
• Participated with cross-functional teams in strategic decisions designed to meet quality and service goals, collaborating extensively with senior leadership, Product, and Engineering teams to assess new product feature impact on support volume and optimize operations resulting in a 10% uplift in service efficiency.
• Identified, analyzed, and resolved a wide range of technical, process, and operational issues, performing comprehensive gap analyses to ensure partner advisors had optimal tools, streamlined processes, comprehensive training, and empowerment, directly elevating customer experience.
• Optimized CRM usage to streamline member inquiries, reducing response times by 12%.

• Directed global social media and community support, standardizing operations with scalable training content and workflows.
• Leveraged real-time feedback to improve online sentiment by 15% and reduce inbound tickets by 10%.
• Coordinated initiatives that boosted self-service adoption by 25% and improved first-contact resolution.
• Managed a high-performing team of Community Moderators, fostering deep product expertise.
• Implemented compliance protocols across global community teams, ensuring adherence to regulatory standards.

• Led an Executive Escalations team to resolve complex issues and critical customer complaints efficiently.
• Managed critical incidents with transparent communication, reducing resolution time by 15% and informing senior leadership.
• Enhanced specialty escalations performance through targeted coaching, cutting resolution time by 15%.
• Provided strategic guidance to optimize work environments, boosting associate and customer satisfaction.
• Utilized advanced data analysis to forecast resource needs, enhancing escalation management efficiency.

Accountable for the supervision of a cross functional team, tasked with providing value added services to corporate clients at the Executive Sales Support Desk (ESS). My function is to provide oversight of, group, government, and team travel reservations. The scope of my responsibilities includes management, compliance, incentives, governance of roles and responsibilities, quality assurance, training, and improvement plans. I like to make work as fun as it can be while maintaining professionalism and providing assistance to the team.

• Partnered with the call center strategy manager to lead a team of headquarter leads that provide the overall maintenance and support of Virgin America’s outsourced reservation center operations.
• Responsible for conducting individual contributor performance reviews and “one on ones”.
• Delegate, manage, and troubleshoot team workload assignments.
• Lead regular team meetings to provide guidance, coaching, and support to the team/leadership.
• Maintain resource balance by forecasting variances in contact center expected call volumes and preemptively shift resources to maximize utilization and mitigate risk.
• Tasked with identifying/sourcing areas of training gaps and areas for resource skill development.
• Chosen to support with troubleshooting of a new industry-leading online bookings platform.
• Played an integral role in implementing a set of innovative processes, aimed at re-structuring revenue-driving booking fees and services.
• Leverage a range of tools to react to call volume spikes, troubleshooting, and other center issues.
• Generate and provide analytical assessment to performance reports and contact center metrics.
• Structure and implement improvement plans when key metrics are not met.
• Develop presentations for leadership consumption to showcase growth and prosperity of the ESS desk.
• Monitor QA adherence by performing monthly call observations and provide feedback to headquarters leads (including escalation coaching and support).

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.