Tamela S. Hinson
Cleves,OH
Summary
Seasoned collaborator experienced in meeting needs, improving processes and exceeding requirements in team environments. Diligent worker with strong communication and task prioritization skills. Able to handle multiple projects simultaneously with a high degree of accuracy.
Overview
19
19
years of professional experience
Work History
Call Center Data Analyst and Telephony Management
The Hillman Group
Cleves, OH
04.2019 - 02.2023
- Produced monthly reports using advanced Excel spreadsheet functions.
- Generated ad-hoc reports to evaluate specific business requirements.
- Participated in requirements meetings to understand business needs.
- Identified patterns and trends in large data sets and provided actionable insights.
- Deployed predictive analytics models to forecast future trends.
- Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
- Created dashboards to monitor and track key performance indicators for 120 agents
- Developed customized reports, summarizing and presenting data in visually appealing format.
- Worked closely with network administrators and server engineers to ensure system stability.
- Coordinated installation of new users and relocations of existing users.
- Collaborated with other technicians to troubleshoot and resolve technical issues.
- Sourced and implemented new Call Center Telephony platform based on best fit financially as well as system usage for team.
Call Center Manager
Apex Supply Chain Technologies
Cincinnati, OH
10.2016 - 03.2019
- Sourced Telecom Platform for Outbound Call Center
- Defined clear targets and objectives and communicated to team members.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Create, Implement, and Document Processes
- Launched quality assurance practices for each phase of development
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
Work Force Management Analyst, Command Center Supervisor, Customer Sales and Service Supervisor
Cornerstone Brands, Inc
07.2014 - 10.2016
- SLA and Performance Reporting
- Service Desk Incident Management and Reporting
- Forecasting, Staffing, Scheduling 400+ Associates
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Mentoring and coaching of 35+ remote and on-site sales/service associates
- Implement Client Resolutions
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Produced and updated documents, reports and tracking spreadsheets using Microsoft Excel, Word, Visio, and Impact 360.
- Real Time Service Level Monitoring and associated adjustments
Customer Sales and Service Supervisor
StarTek Business Solutions
08.2012 - 07.2014
- Mentoring and coaching of 20-25 remote and on-site representatives
- Increase utilization of representatives
- Improve staff retention rate
- Analyze and Report Customer Satisfaction
- Create customer satisfaction improvement plan
- Reduction in transfer and escalation rates
- Payroll
- Increase team sales by 35
Call Center Supervisor
Dorman Products
05.2011 - 07.2012
- Provided real-time coaching, guidance, and feedback to customer service agents to achieve development goals.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Conducted performance reviews for staff members to improve customer satisfaction.
- Created AS400 training manual and knowledge base development
- Analyze and Document Customer Service Processes
- Migrate customer account records to SAP
- Resolve customer escalations
- Customer Communications
- Improve Service Levels
- Managed a team of 15 Customer Service & Sales Agents
Call Center Supervisor, Process Analyst
Siemens Business Services
09.2002 - 12.2009
- Service Desk Incident Management and Reporting
- Created, prepared, and delivered reports to various departments and clients.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Monitored metrics and developed actionable insights to improve efficiency and performance; reduced overtime by 17% by creating workflows.
- Improve staff retention rate
- Resolution assurance implementation
- Transition new clients to service desk
- Analyze Processes and create Knowledgebase documentation
- Create training manuals targeted at resolving customer issues
- Created customer support strategies to increase customer retention.
- Quality Assurance
- Managed scheduling for agents and product specialists to foster increased productivity.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
Education
BA - Organizational Leadership
Northern Kentucky University
05.2012
Skills
- Database Management
- Quality Assurance Processes
- Statistical Analysis
- Data Collection Management
- Clear and Concise Communication
- Report Preparation using various reporting tools
- Business Performance Analysis
- Advanced Excel Spreadsheet Functions
- Customer Satisfaction Analysis
- Call Trend Analysis
Timeline
Call Center Data Analyst and Telephony Management
The Hillman Group
04.2019 - 02.2023
Call Center Manager
Apex Supply Chain Technologies
10.2016 - 03.2019
Work Force Management Analyst, Command Center Supervisor, Customer Sales and Service Supervisor
Cornerstone Brands, Inc
07.2014 - 10.2016
Customer Sales and Service Supervisor
StarTek Business Solutions
08.2012 - 07.2014
Call Center Supervisor
Dorman Products
05.2011 - 07.2012
Call Center Supervisor, Process Analyst
Siemens Business Services
09.2002 - 12.2009
BA - Organizational Leadership
Northern Kentucky University
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