Communications, Analytical Skills, Management, Leadership

ANN C BLOOMINGDALE

***************@*****.*** 402-***-**** linkedin.com/in/ann-bloomingdale

Career Summary:

Results-Driven leader with proven success- Training, Coaching and Developing Sales and Remote Customer Support Teams to drive operational excellence. Exceptional written and verbal communication, interpersonal, and persuasion skills deliver distinction in new customer acquisition and retention, consistently raising productivity by 30%. Work Experience:

Senior Operations Team Manager

Alorica; Omaha, NE. Mar 2015 – Feb 2023

(*Alorica purchased West Corp division in 2015.)

• Developed and mentored remote team managers and agents, consistently meeting KPI’s and service levels.

• Applied cross-functional skills for seamless processes, promoting an environment of synergetic teamwork.

• Facilitated best practices and service standards, guaranteeing quality and stellar customer experiences.

• Utilized data-driven analysis, pinpointing trends and coaching opportunities, thereby driving production.

• Strategized team coaching plans, consistently boosting revenue by a minimum of 30%. Operations Team Manager

West Corp.; Omaha, NE Aug 2005 – Mar 2015

• Vigilantly watched KPIs/service levels to direct workforce management, exceeding client expectations.

• Consistently monitored agent call processing, providing timely coaching and consistent follow-up.

• Spearheaded writing residual training reinforcing policy updates, optimizing performance by 60%.

• Conducted periodic agent evaluations, improving team performance and enriching customer experiences.

• Set expectations for quality using best practices, enhancing customer satisfaction, retention and growth. Customer Service Manager

Savings Safari Inc.; Cocoa, FL Aug 2003 – June 2005

• Launched innovative lead generation strategies, increasing Outside Sales Reps’ prospects and driving revenue.

• Participated in cold calling efforts, leading by example and revitalizing agent teamwork.

• Wrote persuasive sales scripts, exceeding closure rates and attaining KPI goals.

• Developed KPI tracking reports, pinpointing performance trends and areas for coaching opportunities.

• Encouraged, and motivated agents, fostering a climate of perseverance and productivity.

• Proficient in Interviewing, hiring and training, providing qualified and consistently sufficient call coverage. Education

B.A. – Organizational Communications

University of Nebraska – Lincoln, Lincoln, NE

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