Dawn Annis Email & Phone Number

Port St. Lucie, Fl, Us

Tampa, Florida, Us

Tampa, Florida, Us

New York, Ny, Us

• Led a team of up to 70 Client Service Contact Center Associates and 5 Business Services Managers within two operating sites in the Client Advisory call center. • Successfully delivered key start-up initiatives centered around leadership development, recruiting, coaching and career development. This included creating associate level performance score cards, KPI performance reporting, structured one on one routines and providing day to day strategic direction. • Increased call center service levels from 40% to over 90% from October 2017 to June 2018 through consistent coaching, accountability, motivation and closing hiring gaps. • Improved employee satisfaction by 20% in my first six months of employment.

Boca Raton, Fl, Us

• Led a team of 70 associates and 9 Supervisors to deliver world class service in the corporate marketing division focused on First Call Resolution, Customer Satisfaction and effective daily productivity.• Achieved positive relationships with several key vendors by ensuring all policies and procedures are being adhered to, incremental growth of the portfolio took place and customers provided exceptional feedback on their experiences.• Exceeded all revenue, quality and key customer goals on a consistent basis.• Restructured and streamlined the department to gain efficiencies, drive accountability, improve recognition, and formalized policies and procedures.

• Led leadership for 28 associates and 3 Supervisors that focused on world class customer service, while driving exceptional performance for the six dealerships.• Exceeded all required goals each month while developing a formalized structure for the call center that includes quality, performance management, training relative to leadership skills, as well as policy and procedure creation.• Retention improvements produced from 40% to over 80% since joining the organization.

Minneapolis, Mn, Us

• Responsible for a team of 30 associates and 3 Supervisors to drive exceptional performance and guest experience through solid leadership.• Focused on customer satisfaction as well as driving revenue and profit growth on sales up to $40 million. • Directed guest satisfaction survey process team for the district (10 stores) which resulted in a 48% improvement in overall results within a 6-month period. • Selected by senior leadership to drive district wide process improvement initiative focused on diversity and inclusion. Facilitated numerous training and development sessions directed towards increasing positive interaction and acceptance of differences that are critical to strong performance results.

Mclean, Va, Us

• Responsible for 3 call center operation teams of 38 team members and 3 Supervisors managing the day-to-day and strategic future planning for delinquencies associated with a multi-million-dollar mortgage portfolio for the Hilton Hotels timeshare division. This included; performance and budget management, directing all appropriate oversight for all levels of delinquency, risk and the recovery division.• Oversaw and directed all phases of the Home Owners Association delinquency management process, including partnering and managing all efforts related to contracts for outside collection agencies, attorney firms and title companies. • Successfully completed total restructure of the department’s strategic business plan. Created personnel and operational processes and standards including development of policies and procedures, implementation of a predictive dialer, creation of key performance reports, and providing coaching and development training for all levels of management. • Exceeded previous year key delinquency performance results, in spite of a recessionary economic downturn.

New York, Ny, Us

Responsible for all call center operations for up to 200 personnel in Operations and Quality Management. This included Customer Support Representatives, 30 Managers, and 6 Assistant Vice Presidents in the Orlando area. Managed an operation of 50 employees in the Philippines. Ensured adherence to regulatory requirements (at the Federal level) and performance metrics achievement. Provided direction and support to Operations Management. Accountable for an Annual Operating Budget of over $30M as well as 14 unique credit card portfolios with delinquencies ranging from 30 days through “charge-off” status.