Jean Dolle Email & Phone Number

St Petersburg, Florida, United States

Tampa/St. Petersburg, Florida Area

Clearwater, FL

Clearwater, FL

Tampa/St. Petersburg, Florida Area

• Led a team of 13 direct reports and oversaw a total employee headcount of 450. Responsible for all aspects of the Tampa call center operation, achieving sales targets, meeting cost control measures, staffing.
• Selected to lead the integration of the Tampa Northwest Airlines (union) and Delta Air Lines (non-union) reservations center employees. Created a strong, blended workforce, leveraging employee engagement and adopting.
• Led 2012 divisional sales and incentive campaign to achieve $2.2B target for sold revenue, year-end results exceeded target by $100M.
• Improved call center vendor transfer performance 52% from 2009-2012, resulting in significant gains in ancillary revenue.
• Enhanced employee productivity and engagement by executing a large-scale office renovation on time and on budget.
• Created unique and memorable employee recognition events. Employee surveys on job satisfaction, recognition and engagement above system and divisional averages

Tampa/St. Petersburg, Florida Area

• Led a team of 12 direct reports and oversaw a total employee headcount of 500. Responsible for all aspects of the Tampa call center operation, achieving sales targets, meeting cost control measures, staffing.
• Developed a strong sales and operation team that consistently achieved both top selling results and best overall efficiency metrics amongst peer offices.
• Introduced new coaching methods and quality assurance tool that led to 10% increased customer satisfaction as measured by post call survey data.
• Created employee engagement teams that focused on the physical work environment, employee communication forums, and internal and external community activities. Results of these efforts were reflected in achieving the.
• Doubled employee recruitment and training capacity in response to higher call demand, resulting in improved NCH and significant cost savings in premium overtime pay.

Tampa/St. Petersburg, Florida Area

• Led a team of 12 frontline supervisors and a sales force of 250 employees. Responsible for developing sales and incentive campaigns to achieve office sales performance objectives; including total sales revenue, revenue.
• Developed creative monthly and quarterly incentives that improved performance in all key sales metrics.
• Nominated by employees and awarded corporate Support and Inspiration Award for leadership and support of employees during Pilot strike and active hurricane season. Recipient of two additional awards in 2003 and 2007.

Detroit

Responsible for all administrative and back office support functions for 700+ call center. Led a team of 6 frontline supervisors and 8 clerical. Managed real time schedule adherence, agent skilling, employee work schedules, employee payroll, safety and occupational injuries, and facility management

Detroit

Airport Manager, DTW Metro Airport

Orlando/ Detroit

Responsible for customer service and ground handling employees. Managed a team of 100-150 direct reports