Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

Tanya Gilmore

Lithonia,GA
Tanya Gilmore

Summary

Results-oriented executive with a focus on driving operational, financial, and business effectiveness. Over a decade of exceptional experience and performance in business development, strategic performance planning, and quality control processes. A dynamic and client-focused management specialist proficient in operational risk management and analyzing business needs. Successfully built new business, secured customer loyalty, and identified opportunities to expand the client base. Strong analytical skills to reference against standards, highlight anomalies, and assess key risk drivers. Well-recognized as a creative team collaborator and leader, consistently implementing project initiatives that improve company profits.

Overview

19
years of professional experience

Work History

Aosom

Operations Supervisor
10.2023 - Current

Job overview

  • Responsible for supervising the performance of the Inbound Sales and Customer Account Executives (CAE) to maximize customer growth
  • Supported management by participating in the development and execution of acquisition, upgrades and retention plans
  • Assess appropriate material handling equipment needs and staffing levels to load, unload, move, or store materials
  • Design or implement warehousing strategies for shipping and receiving product orders
  • Monitor supplier performance to assess ability to meet quality and delivery requirements
  • Implement new or improved supply chain processes
  • Supervises 15-25 subordinates responsible for hiring coaching training and developing staff.

Webhelp USA (BPO IKEA Project)

Call Center Supervisor
10.2021 - 10.2023

Job overview

  • Supervised activities of 45 employees, with responsibility for optimizing and maintaining exemplary performance in compliance with company guidelines
  • Formulated operational strategies to drive the attainment of performance and financial objectives
  • Recruited, trained, and motivated employees
  • Conduct interviews with all applicants, estimate closing date, and recommend appropriate corrective steps for all procedures
  • Manage all client communications and maintain all loan approvals and loan production processes for all business sources and potential clients
  • Establishes and implements performance services standards
  • Ensures productivity meets or exceeds service and quality standards
  • Responsible for overseeing nesting and floor support for employees
  • Audit performance and provide education to the training team
  • Monitor live calls and record calls on each phone representative dealing with issues and complaints
  • Run and manage reports for agents on metrics and stats
  • Responsible for monitoring CSR activity in RTR and RTA to assist with documenting the results by providing written feedback
  • Responsible for identifying system issues and call trends by escalating information to Senior Management.

DHL

Operations Supervisor
03.2021 - 04.2022

Job overview

  • Supervises the performance of the Inbound Sales and Customer Account Executives (CAE) to maximize customer growth
  • Supported management by participating in the development and execution of acquisition, upgrades, and retention plans
  • Assess appropriate material handling equipment needs and staffing levels to load, unload, move, or store materials
  • Design or implement warehousing strategies for shipping and receiving product orders
  • Monitor supplier performance to assess ability to meet quality and delivery requirements
  • Implement new or improved supply chain processes
  • Supervises 15-25 subordinates responsible for hiring, coaching, training, and developing staff.

Inspire Brands (Contract)

Call Center Manager
01.2021 - 01.2022

Job overview

  • Serve as the primary point of contact for all company operations
  • Ensure the organization complies with all New York Vaccines and Emergency Rental Assistance
  • Drive results for Key Performance Indicators (KPIs), including safety, quality, cost, delivery, training, compliance, communications, etc
  • While managing a staff of 300 employees
  • Develop and execute short- and long-term business plans and strategies designed to ensure the growth of revenue, profit
  • Provide leadership on all issues facing the organization, working collectively with customers, vendors, and company personnel
  • Developed the KPIs for clients, implementing vendor sites and consistently meeting team performance goals, including service level, utilization, and customer satisfaction, as well as maintaining complete and accurate department procedures
  • Interviewed candidates to determine behavioral and cultural fit
  • Managed revenue by tracking billable hours, conducting effective resource planning to maximize the productivity of resources, including people and technology, developing objectives for the call center’s day-to-day activities, and collecting and analyzing call center statistics
  • Increased revenue by 15% within two months of starting through strategic initiatives
  • Introduced and led employee engagement projects, formulating accurate benchmarks and target metrics
  • Maintained employee payroll, training employees and leaders regarding risk management and customer service.

VXI- Comcast (BPO Comcast Project)

Call Center Supervisor
10.2018 - 01.2021

Job overview

  • Supervised activities of 35 employees, responsible for optimizing and maintaining exemplary performance in compliance with company guidelines
  • Formulated operational strategies to drive the attainment of performance and financial objectives
  • Recruited, trained, and motivated employees
  • Monitor team members' systems activity to ensure appropriate actions, with corporate and regulatory practices and data integrity
  • Team Leader works with CSRs to improve customer service and safety, enhance the company’s image, and improve customer loyalty
  • Created and implemented models and provided recommendations to optimize call center resources
  • Participated in the hiring/selection process
  • Implemented and monitored inbound call queue and quality metrics
  • Analyzed and identified key performance indicators to decrease overall identity fraud losses.

WIPRO

Operations Manager
01.2015 - 01.2019

Job overview

  • Directed and scheduled call center, workflow operations, and projects for 300 employees at multiple LOBs
  • Oversaw workload, center operations and forecasted patterns for each center
  • Led development of resource management processes and offline scheduling of all pre-planned activities while reporting ongoing operational status to executive-level management
  • Adapted schedules for coverage or planning events utilizing trending data of call patterns
  • Managed vendor staffing and workload
  • Provided support in developing and implementing solutions, including quality reporting and analysis, to identify and mitigate risks and exposures
  • Collaborated with the business leads to prepare and present reports that track progress on internal key performance indicators and overall quality initiatives
  • Increase performance by 95% on three lines of business
  • Ensured risk management and customer service programs operated in accordance with the mission and values of Wipro requirements
  • Facilitated continuous improvement in work processes and technology by collaborating with cross-functional teams to implement and develop client solutions
  • Built and maintained business relationships at all levels of the organization, developing unique ways to grow the business with customers and providing thoughtful solutions to management in the face of challenges
  • Delivered extensive coaching and mentoring to ensure the associate possesses the proper skill set to execute with excellence
  • Assisted in client’s strategic plans by providing key insights and trends within the market
  • Enforced Wipro policies, procedures, and quality assurance measures, compiling functional risk assessment results, risks, and controls identify, and documenting action plans to mitigate risks
  • Successfully created and implemented departmental reporting adopted as a company standard.

Alorica

Call Center Supervisor
08.2013 - 04.2015

Job overview

  • Supervises the performance of the Inbound Sales and Customer Account Executives (CAE) to maximize customer growth
  • Supported management by participating in the development and execution of acquisition, upgrades, and retention plans
  • Responsible for coaching, developing, and improving the confidence of new agents
  • Led and monitored activities of CAE to ensure effective performance
  • Trained staff on products and services (through formal training and one-on-one coaching) by focusing on the call flow and sales process to maximize performances
  • Developed personal performance plans with CAE and provided ongoing sales coaching, performance feedback, and quarterly performance reviews
  • Conduct real-time phone monitoring and coaching to CAE to maintain required service and provide immediate feedback to associates to enhance call quality and increase productivity.

IBM Credit Union

Team Lead
01.2006 - 01.2013

Job overview

  • Successfully fulfilled simultaneous roles of department trainer and project leader, serving as the primary point of contact for all billing system conversions and UAT testing issues, investigations, reporting, conference calls, and identifying methods to reduce losses on fraudulent credit card transactions
  • Implemented policies and procedures that increase overall nesting departmental performance by 75%
  • Introduced reporting now adopted as a company standard
  • Increased detection efficiency reduced fraud losses by 12% through analysis of systems and reporting
  • Created and Implemented the Credit Fraud Charge back policy and procedures.

Education

MSI

Six Sigma Black Belt

University Overview

Skills

  • Operations Management
  • Strategic Planning
  • Risk Management
  • Resource Management
  • Procedure Development
  • Project Management
  • Sales Management
  • Training and Development
  • Performance Management
  • Client Relations
  • Call Center Management
  • Performance monitoring
  • Team Training
  • Employee Development
  • Customer Relations
  • Warehouse Operations
  • Customer relationship development
  • Inventory Coordination
  • Production
  • Compliance Management
  • Quality Assurance
  • Human Resources

Timeline

Operations Supervisor
Aosom
10.2023 - Current
Call Center Supervisor
Webhelp USA (BPO IKEA Project)
10.2021 - 10.2023
Operations Supervisor
DHL
03.2021 - 04.2022
Call Center Manager
Inspire Brands (Contract)
01.2021 - 01.2022
Call Center Supervisor
VXI- Comcast (BPO Comcast Project)
10.2018 - 01.2021
Operations Manager
WIPRO
01.2015 - 01.2019
Call Center Supervisor
Alorica
08.2013 - 04.2015
Team Lead
IBM Credit Union
01.2006 - 01.2013
MSI
Six Sigma Black Belt

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Tanya Gilmore