Tammara Harrington
Austin,Texas
Summary
Industrious Group Supervisor/Manager with talents in supervising shift operations and controlling all aspects of productivity, quality and safety. Proficient in keeping up-to-date work records and monitoring staff. Experience supervising and developing up to 250 employees. Team-oriented leader with proven leadership and motivational skills successful in helping group members achieve business goals. Respectful and clear communicator focused on enhancing teamwork and collaboratively addressing challenges with logical approaches. Skilled in building relationships and enhancing employee satisfaction to drive work performance.
Overview
15
15
years of professional experience
Work History
Accounting Group Supervisor
University Of Texas At Austin
09.2022 - Current
- Enhanced team productivity by implementing efficient workflow processes and organizational systems.
- Optimized resource allocation for improved project outcomes and streamlined operations.
- Developed strong relationships with clients, leading to increased customer satisfaction and repeat business.
- Mentored junior team members, fostering a supportive work environment and promoting professional growth.
- Collaborated with cross-functional teams to drive project success and meet deadlines consistently.
- Streamlined communication channels within the group, enhancing collaboration efforts and overall team performance.
- Planned and implemented daily activities and responsibilities of 5 team members.
Violation Enforcement Supervisor
Faneuil/TXDOT
08.2020 - 09.2022
- Interact with clients, resolve problems, and provide information toward problem resolution
- Analyze root causes of operational malfunctions and provide resolutions
- Handle escalated issues and followed-up on outstanding issues promptly
- Evaluate current operational processes and recommend improvements
- Complete one on one interactions with agents to ensure awareness of their monthly goals as well as encourage when developing
- Prepare reports and summarize logs of accidents, injuries, and incidents during shift
- Oversee the proper collection, preparation and handling of evidence in criminal cases and habitual violator cases
- Enforce compliance with established procedures and protocols governing TxTag
- Discipline staff for violations of department rules and regulations
- Train and monitor performance of team members.
MSB Operation Support Supervisor II
Navient/Gila MSB
03.2018 - 10.2020
- Managed and motivated a team of 12 representatives that had direct communication with clients, customers, and call center agents
- Researched customer concerns to close disputes
- Interacted with clients, resolved problems, and provided information toward problem resolution
- Handled escalated issues and followed-up on outstanding issues promptly
- Evaluated current operational processes and recommended improvements
- Installed, supported and maintained network and system tools
- Maintained daily logs of operational issues and maintenance activities
- Coordinated communications for management and executives, screening phone and email messages to increase efficiency
- Researched and compiled data to produce operational reports for senior leaders.
Senior Supervisor/Gila Group Supervisor/Toll Manager
Gila LLC, NCUA/CTRMA/TXDPS
05.2009 - 03.2018
- Managed and motivated call center staff (Supervisors and Collector) to meet and exceed performance goals
- Directly responsible for 3 supervisors and 44 inbound agents to include oversight of outbound collections
- Responsible for the initial training, coaching, and monitoring of all direct reports
- Monitored performance, production, attendance, and annual reviews for the entire call center staff
- Provided guidance in handling difficult or unusual situations
- Ensured daily, weekly, monthly reports were sent to Director and Vice President
- Provided weekly Hot List to Director advising of department issues
- Reviewed revenue and monthly invoicing to ensure commissions were within budget for client
- Ensured proper handling and resolution of customer and client escalations
- Developed SOPs for positions performance within department - Bankruptcy, Repossession, and Help Desk
- Assisted the Department Manager/Director with: Reviewing Key Performance Indicators and subsequent drivers to suggest actions for performance improvement
- Managed NCUA portfolio in the amount of $2.5 million dollars to determine the objective for performance goals
- Assisted in the development and implementation of new processes, procedures, and technologies
- Provided suggestions and reviewed contract with Sr
- Management
- Ensured changes in processes/procedures are documented, communicated, and updated regularly
- Ensured the department adhered to all company policies and procedures
- Complied with HIPAA/FDCPA/Fannie Mae Mortgage regulations
- Mediated between workers and management to obtain additional resources or resolve disputes.
Education
Bachelor of Science - Business Administration
Walden University
Minneapolis, MN11.2023
Skills
- Microsoft Office
- Quickbooks
- CRS
- Titanium
- DEFINE
- StarRez
- CS Gold
- HRTS
- Global Merchant Portals
- Nice
- SAP
- Tax Examiner
- Explorer
Timeline
Accounting Group Supervisor
University Of Texas At Austin
09.2022 - Current
Violation Enforcement Supervisor
Faneuil/TXDOT
08.2020 - 09.2022
MSB Operation Support Supervisor II
Navient/Gila MSB
03.2018 - 10.2020
Senior Supervisor/Gila Group Supervisor/Toll Manager
Gila LLC, NCUA/CTRMA/TXDPS
05.2009 - 03.2018
Bachelor of Science - Business Administration
Walden University
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