Dawn Annis
[email protected]
Professional Profile
Results oriented Collection and Customer Service Call Center Management Executive with 20+ year’s operational
experience.Very interested in moving back into this field as Call Center Management is my passion and expertise: Demonstrated ability to exceed corporate goals by ensuring positive customer contacts through high employee morale. Strong expertise in the implementation/start-up operations, day to day strategic direction, and effectively able to communicate vision and influence and engage employees. Drive exceptional performance by effectively managing change and developing and implementing work strategies to create efficiencies. Additional skills:
· Call Center Operations Management (including multiple operational sites)
· Strategic Agility
· Collections and Customer Service
· Training and Development
· Thought Leadership
· Budget Management up to 30 million
· Regulatory Compliance
· Management of 200+ employees
· Strong Vendor Partnership skills
Employment History
Target Corporation, Orlando,
Florida 2010-Present
Executive Team Leader
Responsible for driving exceptional performance and guest experience through the use of
employee coaching, feedback and adherence to corporate policy and procedures.
Drive leadership focus and professionalism through peer to peer interactions.
Regularly partner with management to review sales goals and implement strategies
thus ensuring continued revenue and profit growth on sales up to $40 million.
Responsible for the planning and execution of community and charitable
activities in support of corporate outreach and giving programs as well as
employee well-being programs designed to drive motivation and create wellness
programs to maximize employee’s health. Demonstrated ability to acclimate and
drive exceptional results within different industries very quickly.
Professional Accomplishments:
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.
Continuously exceeded all key performance results within areas of responsibilities
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. Utilized effective coaching and development strategies to bring about positive change with exempt and non-exempt customer service staff thus ensuring positive impacts to KPI performance, training recruiting, mentoring and developing result in a reduction of involuntary turnover by 23%.
Hilton Grand Vacations, Orlando,
Florida 2007-2010
Director/Portfolio Services
Responsible for 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 includes performance and budget management, directing all appropriate oversight for all levels of delinquency and risk, as well as all aspects of the recovery division that includes; foreclosures, bankruptcies and probate. In addition, oversee and direct all phases of the Home Owners Association delinquency management process, including partnering and managing
all efforts related to our contracted outside collection agencies, attorney firms and title companies.
Professional Accomplishments:
Completed total restructure of the department’s strategic business plan. Created personnel
and operational processes and standards which includes; development of all policies and procedures, implementation of a predictive dialer, creation of key performance reports, and providing coaching and development training for all levels of management which resulted in improved performance at every level of delinquency.
Exceeded previous year key delinquency performance results, in spite of a recessionary
downturn in the economy.
Was featured in“Collector” magazine in which my expertise was sought relative to the
economic downturn.
JP Morgan Chase, Lake
Mary, Florida 1997-2007
Vice President/Operations Manager
(2006-2007)
Total responsibility for Operations and Quality Management with up to 200 Customer Support/Collections representatives, five direct report Managers/AVP’s and 30 Team Managers in the Orlando area. Managed an operation in the Philippines with an additional 50 employees to ensure adherence to regulatory requirements, performance metrics achievement and provide direction and support to operations management. Accountable for an annual operating budget of over 30 million and fourteen unique credit card portfolios with delinquencies ranging from 30 day through charge-off.
Professional Accomplishments:
Achieved a 20% increase in employee satisfaction through development and management of global employee initiatives.
Developed effective new employee on-boarding process which increased employee retention from 52% to 70%.
Recognized for achieving world-class results for employee satisfaction.
Effectively managed an offshore migration for three business segments. Organized and managed the placement of 75 employees within the firm to retain talent.
Consistently achieved a monthly performance scorecard in the top 10% of peers. The metrics include numerous shareholder, employee and customer values.
Assistant Vice President/Team Leader
(1997-2006)
Accountable for Operations and Performance Management of 80 customer support/collections representatives and six direct report team managers.
Established a specialized department focused on corporate and customer needs which segmented accounts based on risk, customer servicing needs and unique characteristics.
Recommended, developed and implemented multiple credit policies based on business need and/or regulatory requirements.
Identified as a critical resource during bank merger which included mentoring multiple operating sites to drive change in philosophy and organizational structure.
American Express, Card Services,
Florida and North Carolina 1988-1997
Project Manager
(1995-1997)
Professional Accomplishments:
Created and implemented a comprehensive internal audit and quality process in three operating sites which resulted in satisfactory Corporate and FDIC audit results. The “Credit Consulting and Risk Prevention” groups continue to exist today.
Responsibilities included overseeing these functions to ensure regulatory compliance and effectivenes.
Recipient of two“Chairman’s Awards” for process improvements relative to operational strategy and internal audit and compliance.
Supervisor
(1988-1995)
Professional Accomplishments:
Chosen as “Critical Manager” during a company wide restructuring that closed a Florida Operations Center.
Key member of start-up management team responsible for developing the credit and
collection infrastructure for the “Optima Card” operation.
EDUCATION
Nova Southeastern University, Davie,
Florida
Bachelor
of Science in Business Administration December,2010
[email protected]
Professional Profile
Results oriented Collection and Customer Service Call Center Management Executive with 20+ year’s operational
experience.Very interested in moving back into this field as Call Center Management is my passion and expertise: Demonstrated ability to exceed corporate goals by ensuring positive customer contacts through high employee morale. Strong expertise in the implementation/start-up operations, day to day strategic direction, and effectively able to communicate vision and influence and engage employees. Drive exceptional performance by effectively managing change and developing and implementing work strategies to create efficiencies. Additional skills:
· Call Center Operations Management (including multiple operational sites)
· Strategic Agility
· Collections and Customer Service
· Training and Development
· Thought Leadership
· Budget Management up to 30 million
· Regulatory Compliance
· Management of 200+ employees
· Strong Vendor Partnership skills
Employment History
Target Corporation, Orlando,
Florida 2010-Present
Executive Team Leader
Responsible for driving exceptional performance and guest experience through the use of
employee coaching, feedback and adherence to corporate policy and procedures.
Drive leadership focus and professionalism through peer to peer interactions.
Regularly partner with management to review sales goals and implement strategies
thus ensuring continued revenue and profit growth on sales up to $40 million.
Responsible for the planning and execution of community and charitable
activities in support of corporate outreach and giving programs as well as
employee well-being programs designed to drive motivation and create wellness
programs to maximize employee’s health. Demonstrated ability to acclimate and
drive exceptional results within different industries very quickly.
Professional Accomplishments:
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.
Continuously exceeded all key performance results within areas of responsibilities
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. Utilized effective coaching and development strategies to bring about positive change with exempt and non-exempt customer service staff thus ensuring positive impacts to KPI performance, training recruiting, mentoring and developing result in a reduction of involuntary turnover by 23%.
Hilton Grand Vacations, Orlando,
Florida 2007-2010
Director/Portfolio Services
Responsible for 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 includes performance and budget management, directing all appropriate oversight for all levels of delinquency and risk, as well as all aspects of the recovery division that includes; foreclosures, bankruptcies and probate. In addition, oversee and direct all phases of the Home Owners Association delinquency management process, including partnering and managing
all efforts related to our contracted outside collection agencies, attorney firms and title companies.
Professional Accomplishments:
Completed total restructure of the department’s strategic business plan. Created personnel
and operational processes and standards which includes; development of all policies and procedures, implementation of a predictive dialer, creation of key performance reports, and providing coaching and development training for all levels of management which resulted in improved performance at every level of delinquency.
Exceeded previous year key delinquency performance results, in spite of a recessionary
downturn in the economy.
Was featured in“Collector” magazine in which my expertise was sought relative to the
economic downturn.
JP Morgan Chase, Lake
Mary, Florida 1997-2007
Vice President/Operations Manager
(2006-2007)
Total responsibility for Operations and Quality Management with up to 200 Customer Support/Collections representatives, five direct report Managers/AVP’s and 30 Team Managers in the Orlando area. Managed an operation in the Philippines with an additional 50 employees to ensure adherence to regulatory requirements, performance metrics achievement and provide direction and support to operations management. Accountable for an annual operating budget of over 30 million and fourteen unique credit card portfolios with delinquencies ranging from 30 day through charge-off.
Professional Accomplishments:
Achieved a 20% increase in employee satisfaction through development and management of global employee initiatives.
Developed effective new employee on-boarding process which increased employee retention from 52% to 70%.
Recognized for achieving world-class results for employee satisfaction.
Effectively managed an offshore migration for three business segments. Organized and managed the placement of 75 employees within the firm to retain talent.
Consistently achieved a monthly performance scorecard in the top 10% of peers. The metrics include numerous shareholder, employee and customer values.
Assistant Vice President/Team Leader
(1997-2006)
Accountable for Operations and Performance Management of 80 customer support/collections representatives and six direct report team managers.
Established a specialized department focused on corporate and customer needs which segmented accounts based on risk, customer servicing needs and unique characteristics.
Recommended, developed and implemented multiple credit policies based on business need and/or regulatory requirements.
Identified as a critical resource during bank merger which included mentoring multiple operating sites to drive change in philosophy and organizational structure.
American Express, Card Services,
Florida and North Carolina 1988-1997
Project Manager
(1995-1997)
Professional Accomplishments:
Created and implemented a comprehensive internal audit and quality process in three operating sites which resulted in satisfactory Corporate and FDIC audit results. The “Credit Consulting and Risk Prevention” groups continue to exist today.
Responsibilities included overseeing these functions to ensure regulatory compliance and effectivenes.
Recipient of two“Chairman’s Awards” for process improvements relative to operational strategy and internal audit and compliance.
Supervisor
(1988-1995)
Professional Accomplishments:
Chosen as “Critical Manager” during a company wide restructuring that closed a Florida Operations Center.
Key member of start-up management team responsible for developing the credit and
collection infrastructure for the “Optima Card” operation.
EDUCATION
Nova Southeastern University, Davie,
Florida
Bachelor
of Science in Business Administration December,2010