Tamara Burns
Charlotte,NC
Summary
Exceptional Operations Manager focused on successful team building, cost-cutting, and operational improvements. Determined to cut costs without impacting quality of products and services. Reliable team player committed to building high-performing teams.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Member for Life Team Manager
GoHealth
Charlotte, NC
01.2021 - Current
- Performed business analysis and provided guidance on best practices and various approaches to increase Conversion Rate by 10%.
- Define, manage, and support objectives and KPI's that create world-class experience for both customers and team members creating 87% Effectuation Rate
- Motivate, inspire, and coach Agents, and Team Managers to do their best to create members for life and received 97% engagement score
- Coordinate with WFM, Training, CS and Marketing to create Customer For Life growth strategy
- Partnered with training, compliance . and quality teams to insure all initiatives are with-in Medicare requirements
- Led employee relations through effective communication, coaching, training and development.
- Performed business analysis and provided guidance on best practices and various approaches to 100's of agent using Zoom forum
- Analyzed operational and financial data to identify business insights and opportunities for process improvement
- Transformed strategy into standard practice with measurable KPIs
- Led projects and implementations of internal processes, methodologies and tools to improve business performance
- Partnered with Team Managers, Program Managers and Program Directors in planning, training, executing, monitoring and coaching to key strategy
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
- Participated in team-building activities to enhance working relationships
Conversions Team Leader
Nisource
Columbus, OH
01.2019 - 01.2021
- Trained high-performing call center program sales team of 24 to provide exceptional customer service and meet goals while working in partial remote position
- Analyze market and performance to identify opportunities for improvement and increase client conversion
- Communicate with stakeholders to determine sales targets, and support staff to meet goals for individual associates and teams
- Developed Conversion Program to create team of dedicated regional utility conversion specialist
- Developed and implemented conversion processes and procedures implemented in six states
- Resulting in 12% over forecast during Covid-19 reduced exposure protocol
- Successfully transitioned team to remote work in 2020 while maintaining above average NPS score
- Collaborated with team members to achieve target results
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution
- Exceeded goals through effective task prioritization and great work ethic
- Actively listened to customers' requests, confirming full understanding before addressing concerns
New Business Team Leader
Nisource
Columbus, OH
01.2015 - 01.2019
- Supervised 14 team members that provided high level service to customers while supporting organizational objectives and promoting products
- Trained and mentored staff to address customer needs via phone call email and other communication channels and provided on-the-job training to resolve recurrent issues promptly
- Addressed process scripting issues and resolved operational challenges to increase accuracy and efficiency
- Increased customer retention 13% by launching custom support strategy
- Streamlined customer acquisition and on-boarding strategies by creating agent checklist and Conversion Customer Welcome Packet
- Maintained yearly CSAT score of 96- 98% and NPS of 78-81
Service Center
Nationwide Mutual Insurance Company
Dublin, OH
01.2013 - 01.2015
- Led team of over 800 in Columbus and over 400 in Lynchburg to increase efficiency and deliver exceptional service experiences in partially remote role
- Supported staff by offering training, coaching, and mentorship to promote personal and professional development and increase retention rates
- Improved call flow, talk time, after call work, attendance, and off phone activities
- Assigned tasks, reviewed output, and developed programs to increase engagement and reward performance
- Winner of Service Excellence Award for managing team delivering record-high quality scores in 2013
- Reduced staff turnover 11% in 2013 by implementing morale-building initiatives, including new associate development program
- Manage performance for Coordinators, Leads and Supervisors through monitoring of KPI and holding regular collaborative individual feedback sessions
Supervisor
Nationwide Mutual Insurance Company
Dublin, OH
01.2011 - 01.2013
- Continually improved organizational processes while leading team of over 14 employees
- Implemented process improvements, managed programs, analyzed data, and developed strategies that improved efficiency
- Coordinated teams to reduce redundant effort, improve communication and process flow, and improve customer service standards and call quality
- Increased team quality average from 86% to 98% and improved member satisfaction and retention by spearheading metrics driven "Be One" strategy
- Created leadership development program that cultivated staff for internal promotion
- 875K+ Raised as director of Operation Feed fundraising committee, 61% increase over prior year.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
- Developed Leaders Developing Leaders Program
Supervisor
Medco Health Solutions
Dublin, OH
01.2009 - 01.2011
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
- Evaluated 12 employee performance weekly and coached and trained to improve weak areas.
- Maintained 98% compliance with company policies, objectives and communication goals.
Customer Care Supervisor
Verizon Wireless
Dublin, OH
01.2004 - 10.2009
- Evaluated interactions between 14 associates and customers to assess personnel performance and implement strategies for customer satisfaction improvement.
- Monitored compliance risks while adhering to safety protocols.
- Conducted training and mentored team 14 members to promote productivity, accuracy and commitment to friendly service.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Created "Leaders On Deck" leadership development program
Education
Bachelor of Science - Business Management Coursework
Columbus State Community College
Columbus, OH01.2024
Skills
- Exceptional Leadership and Development skills
- Analytical and Critical Thinking
- Interpersonal Communication
- Strategic planning
- Organization and Time Management
- Operations management
- Originality and Creativity
- Process Development and Streamlining
- Multitasking and Prioritization
- Team Leadership, Coaching and Mentoring
- Process Improvement Initiatives
- Finance and Accounting Oversight
- Proficient in:
Accomplishments
- Customer-focused, Strategic Thinker Award
- Increasing customer retention rate by 13%
- Winner of the Service Excellence Award
- Delivered 125% to sales goal 2021
- Maintained average 87% Effectuation Rate 2021
- Maintained 97% Team Engagement Score 2022
Certification
- Licensed Medicare Health Insurance Agent
- CPSP - Certified Professional Sales Person
- Proficient in:
Oracle
SaaS
Slack
Creed
LiveChat
ChatDesk
Nice IEX
Salesforce
CRM
Verint
Jira
Ultipro
Windows 2010
iOS
Timeline
Member for Life Team Manager
GoHealth
01.2021 - Current
Conversions Team Leader
Nisource
01.2019 - 01.2021
New Business Team Leader
Nisource
01.2015 - 01.2019
Service Center
Nationwide Mutual Insurance Company
01.2013 - 01.2015
Supervisor
Nationwide Mutual Insurance Company
01.2011 - 01.2013
Supervisor
Medco Health Solutions
01.2009 - 01.2011
Customer Care Supervisor
Verizon Wireless
01.2004 - 10.2009
Bachelor of Science - Business Management Coursework
Columbus State Community College
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