Tamara Pegg Nilsson
Arlington
Summary
Reliable Manager demonstrating high level of ownership and initiative. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Offering a knack for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and team development. History of thriving in team-oriented environments.
Overview
21
21
years of professional experience
Work History
Manager, Travel Experience
Navan
Dallas
01.2022 - Current
- Lead, coach, and develop 12 Designated/Core consultants and 6 Dedicated consultants across 3 accounts, plus 1 Team Lead, through regular 1:1s, quality reviews, and performance coaching
- Conduct quality evaluations across voice, email, and chat interactions to ensure accurate bookings and consistently high service standards
- Analyze individual and team performance metrics to identify skill gaps, drive improvement, and achieve SLA and service targets
- Monitor contact queues and operational performance, delivering weekly and monthly reporting and proactively addressing risks
- Manage customer escalations end-to-end across dedicated accounts, ensuring timely resolution and strong customer satisfaction outcomes
- Awarded Navan 2024 Excellence Club, a global recognition for top-performing employees demonstrating outstanding results and strong alignment with company operating principles
- Conducted performance evaluations, providing feedback and coaching for team development.
- Conducted performance reviews for team members.
- Created monthly reports for senior management summarizing operational performance metrics.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
Care Supervisor / Business Driven Quality Manager
Brinks Home
Farmers Branch
09.2020 - 08.2021
- Drove performance improvement in KPIs by monitoring reports and creating action plans focused on CSAT, AHT, hold time, transfer rates, first call resolution, and phone fix rates.
- Led a team of 9 Engagement Coaches who performed internal audits to review actions taken on customer accounts to ensure policies and procedures are being followed by Brinks.
- Conducted weekly meetings with BPO Teleperformance in Jamaica and Mexico to review audit findings and formulate action plans.
- Report weekly and monthly trends on outliers that are high in transferred calls, customer credits, job ticket creations, AHT (high/low) and schedule adherence time.
- Send Internal (Tableau) reports on previous day call transfers, credits and job tickets created to Customer Service, Technical Support, At Risk and Digital Support teams for coaching purposes.
- Shared findings and sent feedback to leadership for coaching.
- Led project to outline work from home requirements for virtual environment, ensuring KPI compliance.
Customer Relations Manager
Walmart eCommerce
Dallas-Fort Worth Metroplex
08.2019 - 08.2020
- Ensure agent productivity, manage associate performance, and drive floor production to meet KPIs.
- Led 15 non-exempt associates and 2 Team Leads, providing targeted feedback to address individual areas of opportunity and support resolution specialists and support leads.
- Supervised and developed associates through structured daily and weekly coaching sessions to enhance performance.
- Resolved escalated customer and associate issues to ensure satisfactory outcomes and maintain service quality.
- Motivate and drive performance through virtual work from home environment
- Adjusted daily work assignments for associates to align with changing business needs and service levels.
- Evaluated and authorized schedule modifications and time-off applications for hourly associates to ensure compliance.
- Leader over Stella application for CSAT surveys. Provide weekly updates on trends to leadership. Train new hires on process and understanding survey results.
- Established business solutions through collaboration with key stakeholders to identify needs.
Fraud Supervisor
Kohl's Contact Center
Dallas
05.2014 - 03.2019
- Fraud Team Manager: Leads 10 non-exempt associates to help reduce Fraud loss by reviewing customer transactions using systems to check for validity of information.
- Handle escalated calls from customers and resolving issues involving fraud transactions and evaluating risks
- Resolved customer inquiries and issues escalated from associates and coordinator teams to enhance customer satisfaction.
- Analyzed escalated problems and guided team members in resolution to improve operational effectiveness.
- Manage and coach line of business processes, priorities, workflows and updates for the team.
- Built and established a high-energy team through daily engagement focused on communication, motivation, and development.
- Ensures compliance to all State and Federal regulatory rules, policies and procedures which include FDCPA, TCPA and Privacy Act
- Analyzed ongoing contact trends and proposed necessary solutions.
- Collections Team Manager: Manage both Inbound/Outbound Collections from 30 days past due through Charge-off
- Received Executive of the Quarter award in August 2015 and February 2018 for outstanding performance.
- Directed Kohl's Volunteer Program over four years, resulting in Corporate Volunteer of the Year recognition from Mi Escuelita and S.O.S Award from the Dallas Zoo.
Supervisor
JPMorgan Chase
Lewisville
04.2011 - 12.2013
- Loss Mitigation Supervisor: Oversaw mortgage banking defaults involving residential mortgages and home equity loans.
- Serviced clients seeking short sale or deed in lieu of foreclosure, managing a staff of 12 to ensure effective resolution of cases.
- Transitioned group from inbound customer service to management of Freddie Mac and Fannie Mae loans over 7 months, guiding additional team in Supervisor's absence.
- Transformed team of lower performers to 100% of referral target in first month of tenure.
- Achieved a 97% quality rating for call performance by implementing best practices.
- Consistently achieved monthly performance targets, averaging 115% of goals set.
- Ensured optimal staff level for timely management of calls, monitored calls for quality assurance, and managed escalated calls.
- Reviewed customer complaints, collaborated with Agents to resolve issues, and delivered coaching and feedback to enhance team performance.
- Monitored calls to ensure corporate compliance with policies and procedures, controlled customer wait times, and managed escalated calls.
- Supported organization without supervision in high-volume operations while providing team leadership.
- Ensured optimal service levels through staff training, work scheduling, and resolution of attendance issues.
Supervisor
Citi
Irving
08.2005 - 04.2011
- Loss Mitigation Supervisor: Engaged with leading global provider of financial products and services through management of 17 Short Sale Advisors, Team Leader, and Administrator.
- Collections Supervisor, Home Depot: Maximized team’s collections through oversight of as many as 25 Collections Agents.
- Supervisor, Private Label Cards: Provided leadership to as many as 25 Sales & Service Agents with focus on close of additional sales for gasoline credit cards and outstanding customer service.
- Monitored calls for compliance with guidelines, minimized abandoned calls among agents, and assisted with escalated calls.
- Ensured optimal staffing levels, and monitored calls for compliance to policy and procedures.
- Facilitated rollout of new call quality monitoring form and collaborated with underperforming staff to achieve performance goals.
- Guided agents in overcoming sales rejections through sales coaching and targeted management of underperforming staff.
- Conducted interviews for new hires in various departments to identify suitable candidates.
- Performed role of United Way Vice Chairman for department, and elevated participation rate from 47% to 90%.
Education
Certificate - Travel And Tourism
International Aviation And Travel Academy
Arlington, TX04-1993
High School Diploma -
SH Rider High School
Wichita Falls, TX06-1990
Skills
- Change Management
- Customer escalation management
- Quality evaluation
- Metrics analysis
- Team leadership
- Performance coaching
- Effective communication
- Organizational Skills
Timeline
Manager, Travel Experience
Navan
01.2022 - Current
Care Supervisor / Business Driven Quality Manager
Brinks Home
09.2020 - 08.2021
Customer Relations Manager
Walmart eCommerce
08.2019 - 08.2020
Fraud Supervisor
Kohl's Contact Center
05.2014 - 03.2019
Supervisor
JPMorgan Chase
04.2011 - 12.2013
Supervisor
Citi
08.2005 - 04.2011
Certificate - Travel And Tourism
International Aviation And Travel Academy
High School Diploma -
SH Rider High School