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Bluegreen Corporation

How to EnterCompany: Bluegreen Corporation, Boca Raton, Fl
Company Description: Bluegreen Corporation (NYSE:BXG) is the leading provider of Colorful Places to Play for over 200,000 Bluegreen timeshare owners through a vacation ownership plan that features an infinite number of Bluegreen vacation experiences at more than 59 Bluegreen resorts in some of the most exciting domestic and international destinations.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Customer Service Leader of the Year

Nomination Title: Angela Blevins, Vice President of Club Services for the Indianapolis and Boca Raton, Florida operations

Tell the story about what this nominee achieved since the beginning of July 2010 (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

Our Customer Care Center services over 225,000 timeshare owners and is led by a
dynamic, exemplary leader who is highly focused on quality execution and
simultaneous achievement of all divisional objectives. Throughout the recent
recession, Angela Blevins reengineered her team, their processes, their training
programs and their cultural mindsets, turning them from a pure cost center to a
healthy, thriving profit center -- a rare and unusual feat within our industry.
She took a division that was losing $2.4 million in 2007 and turned it into a
significant generator of profit, as her region ended 2011 at $19
million, an exponential increase, while continually growing customer
satisfaction scores.

Known for her expertise in the retail call center arena, Angela has become one
of our company’s most knowledgeable executives. This nominee displays intense
creativity and ingenuity in anticipating and resolving unexpected obstacles and
displays integrity and ethical character in all situations. During the
“retooling period,” this individual led the development and deployment of
several new revenue opportunities that brought an additional $3MM+ to the
company’s bottom-line in 2011. At the same time, she implemented servicing for
an online points reservations program that reduced call volume by nearly 200,000
calls within 12 months of launch. These revenue-generating initiatives and
efficiency accomplishments, when combined with our standard HOA-supported fees,
helped her regions achieve over $34.5MM in gross revenues for 2011 --- a 20%
increase from the previous year’s results.

Angela is highly respected throughout the organization for her team’s results
and the sheer complexity of the operational servicing requirements to
successfully handle over 1.6MM owner contacts annually. As the company’s
strategic plan shifted, her team was also challenged with the integration of our
Billing and Financial Services department into our core servicing program,
taking on the daunting responsibility of billing and accounts receivable for
nearly $300MM annually for over 50 associations. Angela attacked the mission
with precision, analyzing and seamlessly executing an 8-step transition plan
that has achieved a 32% increase in collections since transition and helped
increase owner satisfaction by 6%.

Angela has successfully navigated the team through a major paradigm shift and
concurrently improved her team’s associate satisfaction scores for 2011 by an
average of 4%. She gives credit for the higher associate scores to her
management team with their keen focus on a year-long personal and professional
leadership training plan for all associate levels, an incentive-based
performance plan, sponsorship of family-friendly events at the center,
philanthropic team-building events throughout the community and enhanced
coaching and counseling to drive peak performance. Kudos to Angela and her team
for an extraordinary year!

List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:

http://www.callcenterawards.com/winners2011.php


Provide a brief (up to 100 words) biography about the nominee:

Angela joined Bluegreen Corporation began in 2003 to lead the transition and
migration of the reservation center from an outsourcer to internal operations.
In 2005, she was named Vice President of Club Services for the Indianapolis and
Boca Raton, Florida operations. In this role, she is responsible for
facilitation of the successful achievement of the life cycle of timeshare owners
after the point of sale; including servicing of reservations, up-selling product
enhancements, annual billing statements, mortgage payments, title processing,
rentals, ancillary travel club benefits, preferred members, loyalty program, and
identifying the service recovery process related to experience and escalation
management.