Tanjanica L Crowder
Operations Manager
Hoover,AL
Summary
Exceptional Operations Manager focused on successful team building, operational improvements, and delivering world class customer. support. Determined to cut costs without impacting quality of products and services. Reliable team player committed to building high-performing teams.
Overview
23
23
years of professional experience
9
9
years of post-secondary education
Work History
Owner/Photographer
Tan Crowder Photography, LLC
Birmingham, AL
01.2018 - Current
- Capture professional business and lifestyle images for corporations, business owners, and families
- Deliver professionally edited images that exemplifies a person's true personality and character
- Effectively manage and operate clients with a reputable client relationship management software program
- Develop marketing strategies to build client relationships and increase sales.
- Determined and adjusted subject position, props and lighting equipment while selecting camera angles to optimize final product.
- Digitally edited photos to enhance appearance.
- Archived photographs on computers and servers.
- Used image processing algorithms to reduce motion blur and enhance color, contrast and light range.
- Edited, toned, captioned and uploaded photographs for publication.
- Scheduled and booked locations for photo shoots, working collaboratively with clients and contacts.
- Planned and prepared for on-location and studio shoots.
- Offered image proofs to help clients choose best photos from shoot.
Operations Manager
AT&T
Birmingham, AL
11.2007 - 01.2018
- Employed strategic coaching tactics to develop agents and ensure that goals were met and exceeded
- Completed Agent Quality Scoring evaluations and performed side-by-side evaluations to ensure agents followed company quality guidelines and call processes
- Provided career development to give a new vision of success in job performance and potential future careers
- Performed agent analysis to identify areas of improvement as well as reviewed and discussed steps necessary to achieve 100% performance success
- Approved overrides in an effort to prevent Presidential escalations and missed commitments
- Monitored CMS to ensure calls were answered timely to achieve low call abandonment rates and high average speed of answer as well as ensured agent call activity was being properly carried out
- Uses MSOC principles and methodologies to organize daily workload and meet deadlines set by leadership
- Functioned as the lead subject matter expert for quarterly executive monitoring sessions to calibrate and score calls across multiple centers and ensured that the managers in the Birmingham center are calibrated to departmental quality assurance standards
- Partnered with support departments in dispatch, WMC, and ATST Core-C for customer requests such as order requests and expedites
- Received Service Promise Award recognition February 2014
- Rated Exceeds or higher for End of Year Appraisals 2013 through 2017.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Collaborated cross-functionally to refine procedures, devise best practices and enforce quality metrics.
- Spearheaded department training to enhance employee performance and boost employee productivity.
- Advanced productivity KPIs to achieve key business goals and objectives.
- Reviewed operations reports to understand numbers and trends.
- Identified and resolved unauthorized, unsafe or ineffective practices.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Took ownership of customer issues and followed problems through to resolution.
Operations Manager
TeleTech Holdings
Birmingham, AL
08.2005 - 05.2007
- Managed a team of eight or more Operations Supervisors
- Ensured supervisors were properly monitoring, coaching, and developing agents by conducting weekly one-on-one meetings, implementing action plans and following disciplinary procedures when required
- Planned, coordinated, and managed activities of assigned project(s) to ensure that labor efficiencies, cost per order/call, service levels, and quality goals or objectives were accomplished within prescribed time frame and budget parameters
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Reviewed agent productivity, and shift log reports daily and coordinated modification of schedules or reassignment of personnel, as required, to achieve company and client productivity goals for labor efficiency, cost per call, and service levels with Operations Support Center
- Teamed with other Operations Managers and Senior Operations Manager to address operational issues (i.e., attrition, Average Handle Time, etc.)
- Facilitated communication between Quality and Training, Facilities, and Operations to ensure that production goals were met
- Assisted in achieving department budget goals by controlling costs for equipment and personnel by maintaining appropriate manager, supervisor and customer care ratios
- Traveled to Belfast, Ireland to onboard a new client project
- Drove team success through shared vision and recognition of quality performance.
- Identified plans and resources required to meet project goals and objectives.
- Modified and directed project plans to meet KPI metrics and organizational needs.
Operations Supervisor
TeleTech Holdings
Birmingham, AL
04.1999 - 08.2005
- Supervised teams of Level 3 Technical Support Representatives responsible for managing customer escalated tickets, and testing and resolving customer repair issues
- Utilized and monitored a trouble ticket escalation database to ensure customer escalations were properly processed and appropriately routed for resolution
- Utilized the trouble ticket escalation database to monitor and manage the center's Mean Time to Repair and ticket volume
- Monitored network traffic and high-level internet related DSL issues and worked with command center to proactively identify and diagnose potential issues
- Worked closely with the Network Operations Center to monitor outages and resolve escalated issues
- Ensured employees had a clear understanding of performance expectations and provided feedback, recognition and counsel to improve customer service skills
- Monitored representatives live and remotely for quality customer service compliance
- Responsible for submitting payroll daily and ensuring that time weekly balances were correct
- Responsible for overseeing the enforcement and compliance of all company policies and procedures and client required business rules
- Responsible for interviewing, hiring, and training of employees
- Received several awards for exemplary performance, including: Top
- Performer- Supervisor (3 times) and several Top Performing Teams throughout my tenure.
Education
Photography
Art Institute of Pittsburgh, Online
Pittsburgh, PA 01.2009 - 08.2011
MBA - Technology Management
University of Phoenix, Online
Tempe, AZ 08.2003 - 01.2006
Bachelor of Science - Biology
Clark Atlanta University
Atlanta, GA 08.1994 - 08.1998
Skills
Work flow planning
Strategic planning
Natural leader
Business planning
Project development and life cycle
Employee relations and conflict resolution
Superb time management skills
Report generation
New product introductions strategies
Data analysis
Performance Evaluations
Expense reports
Customer relations specialist
Unsurpassed work ethic
Operations management
Timeline
Owner/Photographer
Tan Crowder Photography, LLC
01.2018 - Current
Photography
Art Institute of Pittsburgh, Online
01.2009 - 08.2011
Operations Manager
AT&T
11.2007 - 01.2018
Operations Manager
TeleTech Holdings
08.2005 - 05.2007
MBA - Technology Management
University of Phoenix, Online
08.2003 - 01.2006
Operations Supervisor
TeleTech Holdings
04.1999 - 08.2005
Bachelor of Science - Biology
Clark Atlanta University
08.1994 - 08.1998