Summary

Overview

Work History

Education

Skills

Timeline

Tanisha Rice

Charlotte,USA

Summary

Experienced leader with over 20 years in communications and customer service, specializing in data control, quality assurance, and collections management. Proven track record of improving efficiency, enhancing operational standards, and leading high-performing teams. Seeking a senior management position to leverage expertise in data analysis, team leadership, and strategic planning.

Overview

years of professional experience

Work History

Sr Manager, Lifeline, Quality & Data Control

GCI

12.2019 - Current

Developed and implemented new data control protocols, enhancing efficiency and accuracy across multiple departments
Coordinated with cross-functional teams to streamline data processes, ensuring compliance and boosting productivity
Directed a team of quality assurance specialists, driving performance improvements and maintaining strict quality standards
Oversaw management of the Lifeline operations department to ensure compliance with regulatory standards
Ensured that quality testing, auditing, and compliance were completed within a timely manner
Managed outsourced collections operations to ensure adherence to processes and procedures

Manager, Quality & Data Control

GCI

08.2016 - 12.2019

Assisted the Director of Quality & Data Control with data reports and testing assignments
Developed data validation procedures that decreased processing time and improved overall data quality
Worked closely with cross-functional teams to ensure data accuracy
Managed collections outsourcing to ensure process compliance
Reason for Leaving: Promotion to Sr Manager role

Retention Supervisor

GCI

04.2014 - 08.2016

Compiled call lists for retention agent outreach and tracked contact attempts and reconnects
Responded to escalated customer calls when resolution could not be reached with agents
Reviewed and suggested outbound call campaigns and retention plans
Managed outsourced collections operations
Reason for Leaving: Organizational restructure

Collections Manager

GCI

03.2012 - 03.2014

Managed daily operations of collections team, setting goals and performance metrics
Provided guidance, training, and support to a team of collectors
Reviewed and evaluated delinquent accounts to ensure maximum recovery
Implemented improvements in the collections application to enhance agent performance
Reason for Leaving: Organizational restructure

Collections & Retail Supervisor

GCI

02.2004 - 10.2011

Managed collections and retail teams, setting and maintaining goals for both areas
Ensured proper cash handling, store appearance, and agent performance
Achievements: 2005 VIP Award for Outstanding Collections Efforts (Record amount collected)
2009 VIP Award for Local Service Award (For testing efforts)
Reason for Leaving: Promotion

Collections Lead

GCI

01.2003 - 02.2004

Assisted in meeting monthly collections targets and provided coaching to agents
Worked with third-party vendors for weekly listing verification
Acted as the first point of contact for customer escalations
Reason for Leaving: Promotion

Collections Agent

GCI

08.2001 - 12.2002

Contacted customers by phone to collect past-due balances and set up payment arrangements
Assisted with disputes and provided excellent customer care while handling customer accounts
Reason for Leaving: Promotion

Customer Service Lead

GCI

10.1995 - 08.2001

Served as the first point of contact for coaching and developing customer service agents
Set and monitored sales goals, agent performance, and assisted with customer escalations
Reason for Leaving: New position