Project Manager Customer Service
Resume:
Dawn M. Annis
**** ***** ***** **** ****: 407-***-****
Longwood, Florida 32750 Cell: 407-***-****
**********@*******.*** www.linkedin.com/in/dawnannis
EXECUTIVE SUMMARY
Extensive Director-level experience in Collections & Call Center Operations.
Saved previous company $1.2MM through contract renegotiations.
In addition to exceeding corporate goals, developed policies and procedures that resulted in a
$16,000 reduction in expenses.
Consistently recognized by senior leadership for process improvements and received two
“Chairman Awards” for those efforts.
Provide clear communication of corporate vision and create high employee morale and
motivation resulting in low employee turnover.
Additional skills:
Call Center Loss Mitigation Strong Partnership Problem Solving
Management (including Skills
multiple sites)
Budget Management up Strategic Agility Conflict Management Interpersonal Skills
to $30M
Regulatory Compliance Customer Service Negotiation Client Relations
Training and Collections and Quality Control Project Management
Development Recovery
High Achiever Multi-Task Revenue Generation Staffing
Management
PROFESSIONAL EXPERIENCE
Hilton Grand Vacations Orlando, Florida
Director of Operations-Collections and Recovery 10/2007-3/2010
• As a result of Third Party Vendor contract negations, reduced legal costs by
$1.2MM.
• Created formalized Home Owners Association Collection Process which resulted in
expense reductions of $16,000.
• Completed total restructure of department’s Business Plan in which a quality
production process was adopted and exists to this day.
• Designed, developed and created high quality operational Policy and Procedures
Manual.
• Managed a team of associates and supervisors to meet and exceed corporate
standards.
Dawn Annis resume page 2
• Highly skilled in all areas of delinquency management, foreclosures, bankruptcies
and probate.
• Implemented Predictive Dialer which improved production by 60%.
• Exceeded previous year delinquency metrics, despite a downturn in the economy.
• Featured in industry magazine “Collector” for my professional expertise.
• Consistently streamlined processes to drive efficiency throughout the department.
• Achieved an 85% employee retention rate.
Dawn Annis resume page 2
JP Morgan Chase 8/1997-9/2007
Vice President/Operations Manager-Collection Operations (2/2006-9/2007)
• Recognized for achieving a 20% increase in employee satisfaction.
• Developed a new employee “onboarding process” that increased employee
retention from 52% to 70%.
• Managed an offshore migration for three major business segments.
• Managed a staff of up to 550 personnel in Operations and Quality Management
which included Collectors, Managers and Assistant Vice Presidents.
• Managed an overseas operations function of 50 employees in the Philippines.
• Consistently recognized for achieving the top 10% ranking of peers nationwide
based on a Monthly Performance Scorecard.
• Accountable for an Annual Operating Budget of $30M.
Assistant Vice President/Team Leader-Collection Operations (8/1997-1/2006)
• Designed, created and established 2 specialized departments based on required
corporate and customer needs. This included over 200 staff and thirteen unique credit
card portfolios.
• The segmented account structure was based on risk, customer servicing needs
and unique product characteristics.
• Recommended, developed and implemented multiple credit policies based on
business need and/or regulatory requirements.
• Identified as critical resource during a bank merger which included mentoring
multiple operating sites to drive change in philosophy and organizational structure.
American Express 10/1988-6/1997
Project Manager-Collections (7/1995-7/1997)
• Recognized for the creating and implementation of a comprehensive internal audit
and quality process in three operating sites. This resulted in exceptional Corporate and
FDIC audit results. The “Credit Consulting and Risk Prevention” groups still exist.
• Recipient of two “Chairman Awards for process improvements relative to
operational strategy, internal audit and compliance.
Supervisor- Collections (10/1988-6/1997)
• Chosen as “Critical Manager” of operations team during a company-wide
restructuring.
• Key contributor to a start-up management team responsible for developing the
Credit and Collection Infrastructure for the “Optima Card” product.
EDUCATION
Dawn Annis resume page 2
Bachelor of Science in Business Administration (with honors) expected December, 2010
Nova Southeastern University
Contact this candidate