Relia Thomas
Dacula,GA
Summary
Versatile Senior Manager specializing in Operations and skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Pursuing new professional challenges with a growth-oriented company.
Overview
17
17
years of professional experience
Work History
Sr. Manager, Member Experience
WorldVia Travel Quest Network
10.2021 - Current
- Refine the member experience across all touchpoints
- Improved Net Promoter Score to 63 from 50 in less than one year
- Decreased answer rates to less than two-hours per transaction
- Work with business unit leaders to integrate new and existing business processes
- Analyze and identify opportunities for business process improvements
Helpdesk Analyst Supervisor
Georgia Department of Revenue
04.2021 - 10.2021
- Support inbound volume through scheduling, productivity and mentoring
- Monitored Front Counter
Customer Operations Manager
MyAirbags
07.2020 - 03.2021
- Improved ticket resolution time from 8-hours to less than 30-minutes
- Established New Hire Training and Quality Assurance program.
Customer Support Manager
Case-Mate
06.2017 - 12.2018
- Increased Customer Satisfaction scores from 82% to 93%
- Decreased ticket resolution time from 24:40 hours to 13.10 hours.
Customer Service Manager
Danaher/KaVo Kerr Group
07.2016 - 06.2017
- Increased team productivity by 70% and decreased ticket resolution by 50%
- Decreased overtime by 45% and increased attendance by 60%.
Manager I Health Program Services, Medicare Pharmacy
Anthem, Inc.
04.2015 - 07.2016
- Increased productivity by 35% and Quality compliance to 90%.
Call Center Manager
Ricoh, USA
03.2013 - 03.2015
- Implemented new processes which increased task utilization by 60%
- Decreased 70% escalations for Moves Team
- Achieved the highest customer satisfaction rating (4.2/5.0 scale) in the organization
Pharmacy Call Center Supervisor
Cypress Care, PBM
06.2010 - 06.2013
- Increased service levels and customer satisfaction via Avaya call routing efficiencies
- Steered team to attain monthly 28.2K+ inbound calls, 19.7K+ outbound calls with 2% abandonment rate, 2:40 average hold time, and :15 average speed of answer
Health Services Supervisor
Alere
06.2009 - 06.2010
- Increased team Outcomes productivity by 35%.
Quality Assurance Manager, CXP Business Analyst
Cbeyond, Inc.
04.2007 - 06.2009
- Developed and shared best practices across the company resulting in the creation of a Quality Assurance Team
- Ad-hoc reporting on product/customer satisfaction to executives and product owners.
Education
Bachelor of Science - Business Management
University of Phoenix
05.2012
Skills
- Strategic Planning
- Cross-Functional Collaboration
- Operations Management
- Cross-functional Team Coordination
- Data-driven decision-making
- Operations Planning
- Organizational improvement
- Resource Allocation
- Organizational Development
Systems Experience
- Freshdesk
- HubSpot
- Avaya
- Slack
- Five9
- Zendesk
- Salesforce
- Oracle
- Verint
- NICE
- Tableau
- SAP
- RingCentral
- Shopify
- Magento
- Google Suite
- Microsoft Suite
- Jira
Timeline
Sr. Manager, Member Experience
WorldVia Travel Quest Network
10.2021 - Current
Helpdesk Analyst Supervisor
Georgia Department of Revenue
04.2021 - 10.2021
Customer Operations Manager
MyAirbags
07.2020 - 03.2021
Customer Support Manager
Case-Mate
06.2017 - 12.2018
Customer Service Manager
Danaher/KaVo Kerr Group
07.2016 - 06.2017
Manager I Health Program Services, Medicare Pharmacy
Anthem, Inc.
04.2015 - 07.2016
Call Center Manager
Ricoh, USA
03.2013 - 03.2015
Pharmacy Call Center Supervisor
Cypress Care, PBM
06.2010 - 06.2013
Health Services Supervisor
Alere
06.2009 - 06.2010
Quality Assurance Manager, CXP Business Analyst
Cbeyond, Inc.
04.2007 - 06.2009
Bachelor of Science - Business Management
University of Phoenix
Similar Profiles
Amanda MoffettAmanda Moffett
DIRECTOR, destination marketing at Travel Leaders Network / Internova Travel GroupDIRECTOR, destination marketing at Travel Leaders Network / Internova Travel Group
Felicia MorganFelicia Morgan
Travel Agent at Travel QuestTravel Agent at Travel Quest
Deanna GonzalezDeanna Gonzalez
Registered Nurse, Medical-Surgical/Telemetry Unit Staff Nurse at Health Carousel Travel NetworkRegistered Nurse, Medical-Surgical/Telemetry Unit Staff Nurse at Health Carousel Travel Network
Kenya Moody AndersonKenya Moody Anderson
Sales and Service Coordinator at Sephora USASales and Service Coordinator at Sephora USA
Courtney BriggsCourtney Briggs
Bakery Clerk at Publix SupermarketBakery Clerk at Publix Supermarket