Ami Molloy

Experience

• 

  Phase V Fulfillment

  Apr 2004 - Aug 2007

  Call Center Supervisor

  Inbound telemarketing for various clients; after-hours/emergency calls to doctor's offices, emergency room on call doctors, and service industry offices (plumbers, electricians, etc.)

• 

  Bluegreen Vacations

  Aug 2007 - now

  Direct, lead, and coordinate operations of several cross-functional teams, managing a diverse group of associates and leaders, upwards of 70+ during peak season; provide outstanding support to internal and external partners throughout the organization; write requirements, prioritize, and assist with implementing deployment for a variety of system enhancements needed to increase efficiencies across the company; collaborate with other department leaders to strategize and solve; systematic monitoring and evaluation of sales and servicing interactions, providing actionable feedback to assist associates in driving incremental tours/reservations and package sales; manage inbound and outbound call flows, including determining dialer flows and speeds; prioritizing associates to handle the respective volumes of each call type Show less Acquired Fulfillment department and took over the daily operations of that team in addition to continuing to oversee the Confirmations department, including hotel manifesting and support of contact center departments, and all package sales departments (internal and external sales partnerships); responsible for ensuring all guests' accommodations were booked, confirmed and/or canceled efficiently and correctly; ensured competitive, seasonal rates for revenue opportunities; maximized utilization of hotel and tour allocations; cultivated personal growth and development, as well as innovation among associates within multiple departments; Show less Oversaw daily operations of the Confirmations department, consisting of 30+ employees, updating jobdescriptions and minimum standards, development of compensation plans, established and executed procedures to ensure that every traveler was contacted prior to arrival to ensure the delivery of qualified tours to our partners in Sales; introduced implementation of autodialing for outbound leads; partnered with Project Manager(s), mail house, and Creative Department to ensure fulfilment and confirmation letters were correct and current, were dispatched in a timely manner, and were guest-centric Show less

  • Director Tour Delivery

    Apr 2021 - now

  • Manager, Tour Delivery

    May 2019 - Apr 2021

  • Confirmations Manager

    Jun 2012 - May 2019

  • Marketing Administration Manager

    Jun 2010 - Jun 2012

  • Asset Recovery Specialist

    Jan 2009 - Jun 2010

  • Customer Service Specialist

    Aug 2007 - Jan 2009