Manager Sales
Resume:
ANN M DEWEESE
____________________________________________________________PROFESSIONAL PROFILE
Beavercreek, OH 45434
937-***-**** Home
937-***-**** Cellular
**********@*******.***
SUMMARY
A results oriented Call Center Manager with over 18 years experience with a continued record of success
building and managing teams. Strong leadership and communication skills with experience managing
teams in excess of 65 associates committed to providing service excellence. History of delivering results
that includes increasing profitable revenue growth, client satisfaction, and reducing operating costs.
Expertise includes:
• • Coaching and staff development
Call center/operations management
• • Excellent oral and written communication skills
Leadership
• • Process improvement methodologies
Project Management
• • Hiring and recruiting
Service excellence
WORK EXPERIENCE
Key Bank National Association (1990-April 2008)
Vice President, High Net Worth Client Services (2005-April 2008)
Managed three divisions within department inclusive of Sales through Service, Outbound Virtual
Relationship Center, and Internal Call Center. Managed a staff in excess of 60 associates that was
cost effective and customer focused, with a $2.5 million budget.
Grew Sales through Service by $50 million new business annually by utilizing change
management skills and tactics to successfully transition Inbound Service Center to Sales
Identified and implemented process improvements within call center and operations resulting in
efficiency gains and 3% savings in budget year over year
Implemented internal division audit resulting in proactive controls that mitigated potential loss to
the department and corporation
Implemented system technology for the Virtual Relationship Center through research and process
improvement methodologies, resulting in 10% increase in annual revenue growth and a savings
of $50,000 in operating efficiencies
Increased efficiency by reducing call center ACW to 12%, utilizing change leadership skills
resulting in a savings of $100,000 plus annual savings
Lead project teams for global strategies, new business initiatives and new technology, utilizing
project management training and skills resulting in improvements to staffing, recruiting,
efficiency gains, policy and procedures implementation and overall improved client services
Hired and retained high performing associates utilizing interpersonal skills and implementing
employee initiatives, resulting in an environment of enthusiasm and associate accountability and
ownership
Created a dedicated Internal Call Center for internal clients, resulting in improved service level
agreements, dedicated service skill set and increased client satisfaction
ANN M DEWEESE
____________________________________________________PROFESSIONAL PROFILE (page 2)
Other accomplishments include:
2006 Signature Circle Winner
2004 National Manager of the Year Award
2004 Continuous Improvement Award
Awarded certificate for commitment and efforts for associates with disabilities
Co-chair of Employee Connection Council for the Dayton District
Graduate of Senior Leadership Development Program
Mentor in formal company mentoring program
Implemented Top Talent Program for high performing associates
Operations Manager (2001-2005)
Developed and documented procedures for all operations functions and new brokerage call center
within department by creating a step by step process flow for each procedure resulting in efficient
and online procedures for staff
Responsible for all continuous improvement processes; ultimately identifying, implementing and
documenting resulting in 3% plus annual savings in overall budget for all divisions
Utilized process improvement methodologies and streamlined operational functions, resulting in
$300,000 annual savings
Trained associates on all operational procedures and processes resulting in efficient and effective
performing associates
Lead all call center and operations project team utilizing project management skills resulting in
new business divisions, streamlined processes, increased client satisfaction and the overall client
experience
Team Leader (1997-2001)
Coached and developed a team of 20 call center associates resulting in increased client
satisfaction and meeting established client service level agreements
Conducted performance reviews and addressed human resource issues as warranted
Provided on the job training to associates for the support of new business initiatives and day to
day procedures
Operations Specialist (1995-1997)
Call Center Associate (1992-1995)
Proof Operator (1990-1992)
PROFESSIONAL TRAINING AND DEVELOPMENT
Key Bank:
Best Practices in Change Management Performance Management
Leading People Through Change Change Management
Behavioral Based Interviewing Sales Mentor
Dealing With Difficult Conversations Manager As Communicator
Emotional Intelligence - Case Western University Coaching Mentor
Operations Manager To Strategic Thinker I Am Key
American Management Association Certified
EDUCATION
Sinclair Community College - Dayton, OH
Chaminade-Julienne High School – Dayton, OH
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