Tamika Wallace
Lawrenceburg,TN
Summary
Proven leader with a track record of enhancing call center operations at Jackson Hewitt Tax Svc by developing effective training materials and strategies, leading to increased efficiency and reduced turnover. Demonstrates exceptional empathy and coaching abilities, excelling in workforce management and employee motivation. Achieved significant improvements in team productivity and customer satisfaction.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Assistant Call Center Manager
Jackson Hewitt Tax Svc
07.2022 - Current
- Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
- Reduced employee turnover by fostering a positive work environment and addressing staff concerns promptly.
- Led cross-functional teams in developing strategies for improving call center operations, resulting in increased efficiency and cost savings.
- Enhanced team productivity with regular performance evaluations, feedback, and coaching sessions.
Seasonal Worker Personal Delivery Driver
UPS
07.2020 - 07.2022
- Developed strong relationships with coworkers through effective communication skills, fostering teamwork within our group.
- Contributed to a positive work environment by maintaining a professional demeanor and upbeat attitude throughout the busy holiday season.
- Handled high-pressure situations effectively by remaining calm and focused during peak seasonal times, allowing for the swift resolution of customer inquiries and concerns.
- Provided exceptional customer service, addressing inquiries and resolving issues in a timely manner.
CNA
NHC Brink
07.2002 - 07.2004
- Assisted patients with daily living activities, promoting independence and dignity.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Enhanced patient satisfaction by providing compassionate and attentive care.
Education
Certified Clinical Medical Assistant - Vital Signs,administrator Injections.and Clinical Task
Columbia State Community College
Columbia, TN06.2024
Diploma - English Language Arts,science ,math
Lawrence County High School
Lawrenceburg, TN05.1997
Skills
- Empathy and patience
- Coaching and Mentoring
- Task Delegation
- Call Center Operations
- Workforce Management
- Reporting skills
- Employee Motivation
Certification
Certified clinical medical assistant
Timeline
Assistant Call Center Manager
Jackson Hewitt Tax Svc
07.2022 - Current
Seasonal Worker Personal Delivery Driver
UPS
07.2020 - 07.2022
CNA
NHC Brink
07.2002 - 07.2004
Certified Clinical Medical Assistant - Vital Signs,administrator Injections.and Clinical Task
Columbia State Community College
Diploma - English Language Arts,science ,math
Lawrence County High School
Certified clinical medical assistant
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