Lorinda Tammens
Grand Ledge,MI
Summary
Highly accomplished and results-driven operations leader with over 2 decades of experience in managing and optimizing complex operations. Proven ability to drive operational efficiency, process excellence, and team performance through effective leadership, data-driven decision-making, and a commitment to continuous improvement.
Overview
26
26
years of professional experience
Work History
Consultant
Self-employed
12.2022 - Current
- Leveraged expertise in contact center operations and project management to spearhead development and integration of comprehensive management program.
- Established performance management and process optimization initiatives, delving into operational data to uncover root causes of productivity bottlenecks and cost inefficiencies. Implemented data-driven solutions that resulted in measurable improvements in productivity and cost savings, demonstrating keen understanding of operational efficiency principles.
- Collaborated and assisted in creating comprehensive training programs for staff, equipping them with necessary skills and knowledge to effectively utilize technology and processes.
- Consistently demonstrated exceptional problem-solving and communication skills by proactively identifying and resolving operational issues before they escalated. Maintained seamless contact center operations and minimized customer disruptions through effective problem-solving and clear communication with both internal and external stakeholders.
Manager of Operations
Verra Mobility
05.2022 - 11.2022
- Orchestrated cohesive and strategic approach to manage multiple departments, including payment processing, evidence management, back-office transaction processing, print/mail room, banking, court support, and vendors, ensuring seamless service delivery.
- Promoted operational efficiency and compliance by streamlining SOP documentation and implementation and developing call scripts and VRU call flows aligned with government contract requirements, ensuring consistent, accurate, and compliant communication with customers through vendor interactions.
- Proactively addressed critical vendor performance issues by implementing comprehensive vendor action plan, resulting in 15% improvement in service levels and 10% increase in quality score within three months.
- Spearheaded process excellence initiatives, maintaining KPI reporting processes, prioritizing appropriate client service levels, and ensuring compliance with industry standards, leading to continuous improvement in operational efficiency.
- Empowered stakeholders with real-time insights by preparing monthly and quarterly budget reports that effectively communicated key performance indicators (KPIs), enabling informed decision-making, and enhanced financial stability.
- Demonstrated keen eye for cost-saving opportunities, achieving significant cost savings of $60,000 per month through restructuring of mail accounts and implementation of automated payment and renewal procedures.
- Streamlined operational processes by implementing efficient workflow management strategies.
Operations Customer Service Manager
Asurion
02.2019 - 05.2022
- Successfully transformed team of 168 employees into high-performing unit, achieving remarkable 15% increase in customer satisfaction, 10% surge in sales, and 95% adherence to established business processes and policies.
- Pioneered rigorous coaching program for supervisors, leading to exceptional 20% improvement in their performance and notable 15% boost in their satisfaction levels, fostering initiative-taking and engaged leadership team.
- Designed and implemented comprehensive onboarding program, dramatically reducing first-year attrition by 30% within first six months, resulting in significant cost savings, enhanced employee retention, and smoother integration process for new hires.
- Spearheaded multifaceted absenteeism reduction initiative, successfully lowering absenteeism rates by 50% within remarkable period of 3 months, ensuring operational continuity, minimizing disruptions, and achieving significant cost savings.
- Championed data-driven transformation initiative that propelled First Call Resolution (FCR) by 53% and reduced Average Handle Time (AHT) by 25%, dramatically boosting customer satisfaction and positioning team as leader in customer service excellence.
- Enhanced customer satisfaction by streamlining operations processes and implementing effective communication strategies.
- Reduced response times for customer inquiries by creating efficient workflows and prioritizing tasks.
Operations Service Manager
Centene
10.2017 - 01.2019
- Orchestrated growth and development of dynamic team consisting of 7 Supervisors and 150 service executives. This encompassed setting precise KPI productivity targets, adeptly resolving internal issues, ensuring availability of essential tools and processes, and steering not just individual success but also fostering cohesive and positive team culture.
- Spearheaded establishment of Customer Service office. Overseeing all aspects of operations, from securing purpose-built office space and integrating essential technology to recruiting, training, and managing team of 75 to 150 employees.
- Enhanced customer satisfaction by 10% and reduced detractor scores by 5% through meticulous analysis, targeted improvement initiatives, and effective coaching.
- Implemented comprehensive quality assurance system that resulted in 20% improvement in call quality metrics, ensuring consistent and exceptional customer service experiences.
- Developed and implemented targeted strategy to improve key performance indicators (KPIs), achieving 15% increase in average handling time (AHT) and 10% reduction in customer complaints.
- Championed open and engaging workplace culture by spearheading initiatives like "Cup of Chat" meetings and regular skip-level "Get to Know Them" sessions, resulting in 15% increase in employee engagement scores.
Operations Service Manager
Booking.com USA
07.2013 - 02.2017
- Directed team of 10 supervisors and 200 service executives, consistently surpassing performance goals by average of 10%, fostering culture of excellence through targeted training programs, personalized coaching sessions, and comprehensive feedback mechanisms.
- Orchestrated remarkable growth and expansion of multilingual, multimedia customer service call center, achieving remarkable 30% increase in call volume and expanding support to over 20 languages within two-year period.
- Spearheaded data-driven approach that consistently surpassed performance goals by average of 10%, resulting in 10% increase in employee engagement scores and notable 12% reduction in turnover rates.
- Demonstrated exceptional proficiency in managing day-to-day operations, consistently exceeding global targets and service levels. Proactively anticipated and resolved operational challenges, ensuring seamless operations and unwavering customer satisfaction.
- Cultivated positive and productive work environment by establishing clear expectations, recognizing exceptional achievements, and actively promoting both individual and team successes.
- Developed strategic plans for operations department, resulting in increased productivity and enhanced performance.
- Implemented new training programs for staff members, boosting employee engagement and skillsets.
- Coordinated with cross-functional teams to develop comprehensive solutions for complex business challenges.
- Analyzed key performance indicators to identify areas for improvement and implement necessary changes within operations department.
- Established strong relationships with clients, vendors, and partners to support long-term growth strategies in industry.
- Directed daily operations activities, ensuring smooth workflow across all departments involved in delivering services to customers.
- Championed continuous improvement initiatives within department, fostering culture of innovation among team members.
- Coached and mentored employees to foster personal growth opportunities while encouraging professional development within their roles as service operations managers.
- Optimized resource utilization by identifying inefficiencies in existing processes and recommending appropriate solutions for improvement.
- Successfully managed change implementation projects in response to evolving market demands or internal requirements.
- ● Spearheaded implementation of comprehensive incentive program that invigorated employee engagement, propelling Employee Engagement scores from low 50s to astounding 88%.
- ● Transformed customer experience through series of strategic initiatives, resulting in remarkable 13% increase in English CSAT scores within month and 10% improvement in quality scores across all languages. This data-driven approach culminated in 88% overall customer satisfaction rate.
Customer Service Manager
Consumers Energy
11.1997 - 06.2011
- Successfully managed sales and service team, consistently exceeding company goals in productivity, revenue, safety, and quality, earning recognition for exceptional results in highly regulated utility industry.
- Spearheaded onboarding and integration of new trainees, initiatives, programs, and processes, ensuring seamless adoption and successful implementation.
- Led and managed employee recruitment process, from organizing job fairs and conducting pre-screening to administering tests and interviews, ensuring successful onboarding of top talent.
- Championed retention initiatives, morale-boosting activities, change management strategies, and safety committees, fostering positive, productive, and secure work environment.
- Spearheaded transformation of team of 25 customer service representatives (CSRs) into hybrid sales and service team, achieving remarkable 4 sales per 100 calls within three-month period. Through consistent coaching, motivation, and experience sharing, witnessing 300% increase in sales, directly contributing to significant boost in revenue for company.
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Increased team productivity by providing ongoing training and support to customer service representatives.
Education
High School Diploma -
Coopersville High School
Coopersville, MISkills
Operations Analysis
Process Improvement
Data Analysis
KPI Tracking
Call Center Operations
Employee Development
Performance Evaluation
Customer Satisfaction
Timeline
Consultant
Self-employed
12.2022 - Current
Manager of Operations
Verra Mobility
05.2022 - 11.2022
Operations Customer Service Manager
Asurion
02.2019 - 05.2022
Operations Service Manager
Centene
10.2017 - 01.2019
Operations Service Manager
Booking.com USA
07.2013 - 02.2017
Customer Service Manager
Consumers Energy
11.1997 - 06.2011
High School Diploma -
Coopersville High School