Overview
Work History
Education
Skills
Certification
Timeline
Generic

Tamica D Willis

Overview

19
19
years of professional experience
1
1
Certification

Work History

Global Command Center Supervisor

Sunnova Energy Corp.
Houston, TX
02.2024 - Current
  • Helped create a new R&R team, in which I was able to streamline processes to move from scheduling job within 4 to 5 weeks down to 3 to 4 days.
  • Collaborated with other departments to coordinate workflow processes between teams.
  • Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.

Comcast

Onboarding Supervisor
Houston, TX
06.2008 - 01.2023
  • Leveraged impactful coaching techniques to inspire a team of agents to achieve Key Performance Metrics (Voice of the Customer, First Call Resolution, Total Sales Revenue and S4 Quality scores) and help them understand their impact on the business.
  • Improved First Call Resolution by focusing on change management driven by process improvement to reduce customer call backs.
  • Strategically partnered with leaders across the region to align on quality behaviors that positively impact customer experience, contributing to a 6.8% increase in customer satisfaction reflected in call center Voice of the Customer Survey scores. Partnered with West Division Vendor Managers to aid our vendor partners in the Philippines aligning them to meet business objectives through experimental training and objective feedback. This project drove site performance contributing to improvement on one site from #13 to #1 within three months in the vendor space.
  • Elite award winner for outstanding leadership capabilities in West Division. Consistently awarded Dare to Soar award and Diamond Club award for past 3 years. Ranked #3 supervisor in Onboarding for overall performance in 2022.

Verizon Wireless/ Telecom Logistics

Warehouse Manager
04.2005 - 06.2008
  • Established myself as a high performing liaison between Telecom Logistics and Verizon Wireless based on prior relationships built with members of management and Verizon Wireless. Effectively managed team to ensure compliance of all warehouse operations with relevant law and safety codes.
  • Demonstrated ability to achieve the financial objectives of the warehouse by managing budgets and scheduling expenditures effectively.
  • Successfully delivered $1M client technology, on time/on-budget by revising routing and implementing a check and balance system that ensured meeting customer performance goals.

Education

Bachelor of Arts - Marketing

University of Phoenix
Tempe, AZ
05.2008

MBA - Business Management

University of Phoenix
Tempe, AZ

Skills

  • Leadership & Supervision
  • Excellent Customer Service
  • Knowledge of Insurance Policies
  • Change Management
  • Process Improvements
  • Vendor Management
  • Data Analytics
  • Coaching, Training & Development

Certification

  • Professional Coach Certification
  • Pro-Coach Behavioral Coach Certified
  • Northridge Group Coach Certification
  • NPS Certified
  • Sales Pro Certified
  • All Lines Claim Adjuster license

Timeline

Global Command Center Supervisor

Sunnova Energy Corp.
02.2024 - Current

Comcast

Onboarding Supervisor
06.2008 - 01.2023

Verizon Wireless/ Telecom Logistics

Warehouse Manager
04.2005 - 06.2008

Bachelor of Arts - Marketing

University of Phoenix

MBA - Business Management

University of Phoenix

Similar Profiles

CREATE PROFILE
Tamica D Willis