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
Affiliations
Help Desk Institute
American Legion Auxiliary
VFW Auxiliary
Certification
HDI-SCM
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
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