TASHAY THRASH
Project Leader
Griffin,GA
Summary
Dynamic and goal-oriented professional with extensive experience with a proven significant and successful contribution in Process Improvement, Customer Care, Business Analysis Evaluation, and Quality Assurance. Adept at developing cost-saving procedures as well as increasing quality. Proficient with establishing policies to optimize customer experience, gather feedback, analyze and evaluate competitor's approach, analyze industry dynamics to ensure deliverance of quality service in the customer care department. Collaborative leader who routinely partners with organizational leaders to collect, identify, review, and analyze workforce operations and formulate plans to augment the operational efficiency and further organizational goals.
Overview
23
23
years of professional experience
2
2
years of post-secondary education
2
2
Certificates
Work History
Customer Care Manager/Trainer Bellsouth Business
BellSouth Business Systems
Atlanta, GA
01.2000 - 12.2009
- Managed over 20 SCAs handling PSC complaints for mid-size and Large Businesses
- Conducted training sessions for newly hired and existing SCAs on new product and service launches
- Reconciled billing invoices for outstanding balances, e-rate discrepancies, review of RFP’s (Request for Proposal) and all concerns pertinent to billings
- Proactively interfaced with the City of Atlanta, Atlanta Public School, County, Landmark Dodge, State of Georgia, Board of Regents, etc. and settled pendant billing matters
- Elevated CSAT scores by 10%
- Reduced the average handle time by 15 seconds
Associate Network Control Specialist
AT&T
Atlanta, Peachtree City, GA
01.2011 - 01.2012
- Assisted employees in the installation of network controls and provided maintenance for all LAN system offered support to given projects
- Coordinated with software engineers, network operations, security operations, and system administrators to ensure quality and integrity of network and services
- Monitored daily tickets and ensured timely resolution of all ticket designing processes
- Performed immediate troubleshooting for T1/T3 networking and underlying protocols, network traces, voicemail, general RF and switch operations issues
- Ensured smooth operations pertinent to call routing, voice services, and features
- Notified internal and external parties in a timely manner when service-impacting issues occur per written operational procedures
- Utilized Operations reporting systems, processes, and procedures to ensure timely and accurate trouble ticket resolution and activity reports
- Administered work in all network and assisted in the collection of classified data
- Ensured prevention of outages by steering in-depth evaluation of overall network health
- Developed and implemented technical resolutions to alleviate deteriorated and complex network outages for customer care technical support, enterprise administrators, NCC, 3rd party vendors and as needed ECC, NDCs, and other LECs
Customer Care Supervisor
Rinnai America Corporation
03.2012 - 01.2014
- Oversaw and assessed customer service staff activities and provided them with regular feedback pertinent to their performance
- Ensured that customer service team is possessed with excellent communication, problem solving and phone handling etiquettes to achieve customer satisfaction
- Investigated customer’s problems and identified ways to resolve their queries and concerns promptly and efficiently
- Maintained documents regarding customer service department activities
- Ensured employees comply with the organizational policies and state laws
- Improved order accuracy by 10%
- Elevated service level performance from 58% to 78%
- Abridged the expedited shipping cost by 72%
- Streamlined order entry of POs, accelerated the order entry time by 50% in the first two months
- Lessened the abandon rate from 19% to 8%
- Augmented employee application process from average 15 to 3.5 days
- Drove down attrition rate from 15% to 2%
- Pivotal the career advancement of 3 associates to leadership roles
- Implemented the Service Recovery Call Management Process, resulting in 6 points increase in customer satisfaction
- Introduced the first Customer Care Manual
- Designed and implemented Quality Scorecard and Call Handling Roadmap
- Penned down the curriculum for Service Recovery Call Process
Customer Care Manager
Rinnai America Corporation
01.2014 - 12.2017
- Managed day-to-day operations in the customer service department
- Designed and implemented effective customer service policies, procedures, and standards
- Set a clear mission for the department and deployed strategies focused towards that mission
- Recruited, trained, and developed customer service agents, nurtured an environment where they can excel through encouragement and empowerment
- Delegated certain customer enquiries to specific teams
Process Improvement and Quality Manager
Rinnai America Corporation
Peachtree City, GA
01.2017 - Current
- Support process team in identifying, analyzing, verifying, and implementing process improvement and process reengineering techniques
- Responsible for completing the process improvement projects within a specified time and budgetary constraints
- Design the training curriculum and conduct training session to educate newly hired and existing staff and associates
- Support the ERP upgrade from Syteline V9 to CSI (Cloud Suite Industrial)
- Liaise with finance and other members of the organization in assessing, tracking, and reporting the financial benefit of a Performance Excellence project
- Identify trends and process variations as part of establishing a continuous improving monitoring system
- Perform project management, analytics, and measure to ensure milestones are met, and deliverables achieved
- Facilitate training and webinars for new customers
- Respond to escalations from VP customer care, BBB complaints, social media engagements, and surveys
- Evaluated impact of process change on overall operation and determined return on investment.
- Monitor inbound and outbound call and emails responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company and ISO policies and procedures.
- Led OTC (Order to Cash) Initiatives and increase electronic orders 10% and webstore visits over 30%
Associate Director
Verizon Wireless Vendor
01.2011 - 01.2012
- Lead teams of up to 100 personnel, supervising daily performance as well as training and improvement plans.
- Engaged analytical subject matter experts outside project teams to drive troubleshooting of critical process-related deviations and enhance process improvements.
- Oversaw business calendar of events and scheduled key initiatives.
- Assisted senior leadership in managing all aspects of operations.
- Raised FCR results from 69% to 76%, resulting in an elevation from bottom spot to top within three months
- Drop down the average handle time from 600 seconds to 525 seconds within 45-day timeframe
- Enhanced quality score by 15% month over month
- Achieved Best First Contact Resolution Results
Education
Middle Grades Education
Georgia State University
BS - Organizational Leadership
Albany State University
01.2022 - 08.2023
Skills
Syteline Infor Cloud Suite Industrial V10 (ERP)
MS Office 365 (PowerPoint, Excel, Teams, Forms, Outlook)
EDI
Visio
SugarCRM
MicroStrategy
Five9 Cloud Based Contact Center
Cisco UCCX 106
TechSee
Teleopti (WFM Tool)
D365
Accomplishments
- Contact Center Operations
- Performance Assessment
- Program Management
- Business Process Improvement
- Technical Support
- Advocacy
- Account Management
- Vendor Relations
- Project Scheduling
- Strategic Planning & Analysis
- Exceptional Verbal and Written Communication Skills
- Business Development
Certification
Six Sigma White Belt
Timeline
BS - Organizational Leadership
Albany State University
01.2022 - 08.2023
Process Improvement and Quality Manager
Rinnai America Corporation
01.2017 - Current
Customer Care Manager
Rinnai America Corporation
01.2014 - 12.2017
Customer Care Supervisor
Rinnai America Corporation
03.2012 - 01.2014
Associate Director
Verizon Wireless Vendor
01.2011 - 01.2012
Associate Network Control Specialist
AT&T
01.2011 - 01.2012
Customer Care Manager/Trainer Bellsouth Business
BellSouth Business Systems
01.2000 - 12.2009
Middle Grades Education
Georgia State University