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Jean Dolle is a Exec. Director of Analytics and Process Management at Be Aveda Institutes. Colleagues describe them as "Jean is a dedicated professional and skilled leader. She has mentored her teams to become excellent performers." and "Jean worked directly for me and was responsible for the Tampa Call Center. Under her leadership she was able to successfully integrate the Delta Air Lines and Northwest Airlines call center staff (post-merger) into one cohesive, energized, and winning team. Jean is passionate about the people, the business, and being the best at whatever she does. She has a firm grasp of the inner workings of a call center, can clearly analyze the root cause of issues (often before others even know there is an issue), and will not compromise her standards. Jean is among the best when it comes to driving an inside sales force."
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Project DirectorBe Aveda Institutes Apr 2019 - Dec 2020St Petersburg, Florida, United States -
Senior Director Of OperationsKobie Marketing Mar 2017 - Mar 2019Tampa/St. Petersburg, Florida Area -
Executive Regional DirectorTsp Companies Jul 2016 - Mar 2017Clearwater, Fl -
Call Center DirectorNeill-Tsp / Aveda Institutes South Jul 2013 - Jul 2016Clearwater, Fl
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Call Center DirectorDelta Air Lines Oct 2008 - Dec 2012Tampa/St. Petersburg, Florida AreaLed 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 recruitment, leadership development, employee relations, engagement and job satisfaction, promoting the brand, facility maintenance, and budgets. Key accomplishments:• 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 “best practice” policy for combined work rules and procedures. • 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 -
Regional Director - Call CenterNorthwest Airlines Jun 2000 - Oct 2008Tampa/St. Petersburg, Florida AreaLed 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, recruitment, leadership development, employee relations, engagement and job satisfaction, IAM contract compliance, promoting the brand, facility maintenance, vendor relations, and budgets. Key accomplishments:• 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 highest annual employee satisfaction scores in Reservations Division for five consecutive years, and replication of local model on a division level.• Doubled employee recruitment and training capacity in response to higher call demand, resulting in improved NCH and significant cost savings in premium overtime pay. -
Call Center Sales Performance ManagerNorthwest Airlines Jul 1997 - Jun 2000Tampa/St. Petersburg, Florida AreaLed 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 per hour, sales closure and conversion. Managed employee call segmentation and skill based call routing, average handle time and off phone metrics for the local center. Key accomplishments: • 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 for employee relations and support during difficult years and concessionary period.
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Call Center Operations ManagerNorthwest Airlines Mar 1996 - Jul 1997DetroitResponsible 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
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Manager Customer ServiceNorthwest Airlines Apr 1992 - Mar 1996DetroitAirport Manager, DTW Metro Airport
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Manager, Airport OperationsNorthwest Airlines May 1988 - Mar 1992Orlando/ DetroitResponsible for customer service and ground handling employees. Managed a team of 100-150 direct reports
Jean Dolle Skills
Jean Dolle Education Details
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Marketing
Frequently Asked Questions about Jean Dolle
What is Jean Dolle's role at the current company?
Jean Dolle's current role is Exec. Director of Analytics and Process Management at Be Aveda Institutes.
What is Jean Dolle's email address?
Jean Dolle's email address is je****@****lta.com
What is Jean Dolle's direct phone number?
Jean Dolle's direct phone number is +172782*****
What schools did Jean Dolle attend?
Jean Dolle attended St. Cloud State University.
What skills is Jean Dolle known for?
Jean Dolle has skills like Training, Leadership, Team Building, Management, Call Centers, Customer Service, Operations Management, Process Improvement, Aviation, Team Leadership, Call Center, Employee Relations.
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Jean Philippe DOLLE
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