Tamaca Graham
San Antonio
Summary
Customer Service Operations Manager | Contact Center Leadership | Performance Improvement Specialist. Results-driven Customer Service Operations Manager with over 3 years of experience leading contact center teams, improving customer experience, and optimizing operational performance. Skilled in coaching, workforce management, quality assurance, and process improvement. Proven ability to strengthen team performance, reduce escalations, and improve service delivery through data-driven decision-making and strategic leadership.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Associate Manager
Wells Fargo
San Antonio
09.2024 - Current
- Led daily operations for customer service team in high-volume banking environment, ensuring effective service delivery
- Analyzed performance metrics to identify service trends, driving improvements in customer satisfaction
- Coordinated onboarding logistics and equipment deployment for new team members, facilitating smooth integration into the team
- Resolve escalated client concerns while improving first-contact resolution
- Implement workflow improvements that increase team productivity and efficiency
Operations Manager
Maximus Federal
Chester
06.2021 - 09.2024
- Oversaw contact center operations to ensure service quality and policy compliance
- Monitored team performance and developed coaching plans for supervisors
- Implemented corrective actions that improved quality assurance results
- Managed customer satisfaction reporting to identify improvement opportunities
- Prepared leadership reports on productivity, staffing, and service outcomes
Pilot Workforce Dual Supervisor
Maximus Federal
Chester
10.2020 - 06.2021
- Supervised frontline customer service teams in a pilot support environment
- Managed schedules to optimize staffing and maintain operational coverage
- Introduced process improvements that streamlined workflow
- Functioned as liaison between management and frontline staff to resolve issues
- Supported employee development through coaching and performance feedback
Education
Bachelor of Science - Business Administration
Houston Christian University
Houston, TX10-2025
Bachelor of Arts - Business Analytics
American Public University
Charleston, WVHigh School Diploma -
Bremerton High School
Bremerton, WA06-1995
Skills
- Customer Experience Management
- Customer service
- Contact Center Leadership
- Team leadership
- Team Coaching & Development
- Escalation Resolution
- Quality Assurance
- Performance metrics
- KPI Monitoring
- Workforce Planning
- Project management
- Process Improvement
- Cross-Functional Collaboration
- Data analysis
- Cross-Functional Collaboration
Certification
- Data Analysis with R Programming
- Share Data Through the Art of Visualization
- Analyze Data to Answer Questions
- Multiplier Leadership
- Project Management Foundations: Teams
- Root Cause Analysis: Getting to the Root of Business Problems
Timeline
Customer Service Associate Manager
Wells Fargo
09.2024 - Current
Operations Manager
Maximus Federal
06.2021 - 09.2024
Pilot Workforce Dual Supervisor
Maximus Federal
10.2020 - 06.2021
Bachelor of Science - Business Administration
Houston Christian University
Bachelor of Arts - Business Analytics
American Public University
High School Diploma -
Bremerton High School