Stefani Tucker
Customer Service/Process Improvement
Nashville,TN
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
30
30
years of professional experience
11
11
years of post-secondary education
3
3
Certifications
Work History
SLA Reporting and Analytics Manager
GovCIO
Washington , DC (remote)
08.2022 - Current
- Derived forward-looking insights from ongoing analytics projects to offer predictive intelligence for ongoing business decision-making.
- Exploited closed-loop reporting tools and CRM systems to inform data organization and exploitation measures.
- Created custom dashboards and interfaces designed specifically to suit customer needs and priorities for optimal performance.
- Oversaw data visualization projects for government clients, delivering comprehensible and invaluable visuals for presentation to audiences of different technical understanding.
- Integrated third-party analytics solutions into ongoing projects.
- Applied loss functions and variance explanation techniques to compare performance metrics.
Continuous Improvement Manager
SAIC
Cookeville, TN
08.2020 - 08.2022
- Managed development and implementation of lean and continuous improvement manufacturing initiatives across production environment.
- Teamed with disciplinary leaders on determining annual operational targets and outlining needed quality improvements.
- Developed Continuous Improvement/Lean production training programs for onsite implementation.
- Improved IT processes to meet company goals for earnings, quality and completion.
- Changed existing processes and implemented new processes to improve efficiency by 20%.
- Determined quality department standards, practices and procedures.
- Implemented new quality assurance and customer service standards.
- Recorded, analyzed and distributed statistical information.
- Evaluated interactions between associates and customers to assess personnel performance.
- Established and tracked quality department goals and objectives.
Enterprise Service Desk Manager
SAIC
Cookeville, TN
05.2017 - 08.2020
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Developed written plans and obtained customer consent to proceed.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Met with customers to discuss service needs and offer available solutions.
- Interviewed, hired and trained staff, leading performance reviews and offering constructive feedback.
- Communicated regularly with customers concerning data exchange and technology integration.
Site Leader, North America Parts Order Management
Cummins
Nashville, TN
09.2014 - 05.2017
- Developed work schedules for team members to maximize shift coverage.
- Liaised with management to resolve complex order issues and problems to maximize customer satisfaction.
- Researched and addressed customer inquiries, questions and issues within two business days to promote optimal customer service.
- Guided employees and contractors in task completion, offering assistance to meet tight deadlines.
Director of Customer Support
Hosparus Health Of Louisville
Louisville, KY
01.2012 - 09.2014
- Listened to customers' questions and concerns to provide answers or responses.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Utilized crisis management techniques to offer corrective solutions and maximize customer satisfaction.
- Offered free products or services to pacify irate or unsatisfied customers.
- Conducted surveys to determine customer opinion of products and services.
- Devised recommendations to streamline and simplify customer support system and improve response time.
Pharmaceutical Customer Service Manager
Cardinal Health
Radcliff, KY
10.2009 - 06.2012
- Drove operational improvements which resulted in savings and improved profit margins.
- Monitored company inventory to keep stock levels and databases updated.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Increased customer satisfaction by resolving issues.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
Quality Manager
RxCrossroads
Louisville, KY
06.2011 - 01.2012
- Updated quality control standards, methods and procedures to meet compliance requirements.
- Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
- Collaborated with contract representatives and oversaw quality control implementations and reporting.
Loan Servicing Manager
KY Higher Education Student Loan Corporation
Louisville, KY
06.2002 - 06.2009
- Exceeded goals through effective task prioritization and great work ethic.
- Saved $100,000 by implementing cost-saving initiatives that addressed long-standing problems.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
Account Services Manager
Sears Credit
Louisville , KY
07.1993 - 06.2002
- Delivered engaging and polished presentations to build connections with potential customers and distinguish business from competitors.
- Sold new products and services and developed new accounts to maximize revenue potential.
- Listened attentively to client feedback to create stronger relations and shape business.
- Analyzed key competitors to respond to competitive threats.
- Oversaw new business development to generate sales leads, negotiate client pricing and forecast revenue.
Education
Ph.D. - Management
Walden University
Minneapolis, MN 11.2019 - 01.2023
MBA - Inernational Business
Bellarmine University
Louisville, KY 01.1999 - 05.2002
Master of Science - Social Work
University of Louisville
Louisville 05.1996 - 05.1997
Bachelor of Science - Social Work
Spalding University
Louisville, KY 01.1993 - 05.1996
Skills
Analytical and Critical Thinking
undefinedAffiliations
Help Desk Institute
American Legion Auxiliary
VFW Auxiliary
Certification
HDI-SCM
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The secret of your success is determined by your daily agenda.
John Maxwell
Timeline
SLA Reporting and Analytics Manager
GovCIO
08.2022 - Current
ITIL4
09-2021
Continuous Improvement Manager
SAIC
08.2020 - 08.2022
Ph.D. - Management
Walden University
11.2019 - 01.2023
ITILv3
10-2018
HDI-SCM
08-2018
Enterprise Service Desk Manager
SAIC
05.2017 - 08.2020
Site Leader, North America Parts Order Management
Cummins
09.2014 - 05.2017
Director of Customer Support
Hosparus Health Of Louisville
01.2012 - 09.2014
Quality Manager
RxCrossroads
06.2011 - 01.2012
Pharmaceutical Customer Service Manager
Cardinal Health
10.2009 - 06.2012
Loan Servicing Manager
KY Higher Education Student Loan Corporation
06.2002 - 06.2009
MBA - Inernational Business
Bellarmine University
01.1999 - 05.2002
Master of Science - Social Work
University of Louisville
05.1996 - 05.1997
Account Services Manager
Sears Credit
07.1993 - 06.2002
Bachelor of Science - Social Work
Spalding University
01.1993 - 05.1996
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