Tatyanna Fisher
North Miami Beach,FL
Summary
Professional with experience in customer service leadership, prepared for this role. Skilled in team collaboration, conflict resolution, and driving performance improvement. Strong focus on achieving results and adapting to changing needs. Known for reliability, communication skills, and fostering positive team environment. Valued for fostering teamwork and driving results through adaptive strategies and effective communication. Known for problem-solving abilities and customer-centered approach.
Overview
8
8
years of professional experience
Work History
Customer Service Operations Manager
Chewy Inc.
03.2020 - Current
- Managed and coached 30+ customer care representatives, fostering successful teams to enhance customer experience.
- Analyzed data for performance gaps and implemented targeted action plans, achieving top performance ratings for four consecutive years (2021-2025).
- Conducted in-depth analysis to address customer satisfaction issues and boost quality metrics.
- Designed training content to reduce learning curves and close knowledge gaps in Vet Diet operations.
- Partnered with Workforce Management for process improvements, enhancing attendance accuracy.
- Developed unified coaching strategies across teams to improve talent development and performance consistency.
- Contributed to organizational strategic action plans addressing high-priority needs, enhancing alignment and efficiency.
- Mentored team supervisors, leading to a 25% improvement in key KPIs within two months.
- Led customer service team to enhance response times and improve customer satisfaction ratings.
- Developed training programs for new staff, fostering a culture of continuous improvement.
Team Lead
Macy’s Inc.
07.2019 - 03.2020
- Led a 15-member team, ensuring alignment with service excellence goals.
- Oversaw team operations to achieve store goals and enhance customer satisfaction.
- Developed training programs to enhance employee performance and product knowledge.
- Analyzed sales data to identify trends and inform strategic merchandising decisions.
- Mentored junior staff, fostering a collaborative team environment and promoting professional growth.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
Team Lead
Target Corporation
06.2017 - 06.2019
- Led an 8-member team, overseeing talent development, evaluation, and retention.
- Oversaw team operations to achieve store goals and enhance customer satisfaction.
- Coordinated cross-functional initiatives to improve operational efficiency across departments.
- Mentored junior staff, fostering a collaborative team environment and promoting professional growth.
- Led daily briefings to communicate objectives, align team efforts, and ensure accountability.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
Education
Master of Business Administration -
University of West Florida
Pensacola, FLBachelor of Science - Sociology
University of Central Florida
Orlando, FL05.2024
Skills
- Strategic leadership
- Organizational strategy
- Data-driven decision making
- Effective oral communication
- Operational streamlining
- Problem-solving
- Reporting and data interpretation
- Technical proficiency
- Tableau proficiency
- NICE RTA monitoring
- Proficient in Cisco Unified Intelligence Center
- Microsoft Excel, Word, PowerPoint
- Microsoft SharePoint
- Qualtrics expertise
- Experience with Geneyes Cloud
- Proficient in Microsoft Outlook
Awards and Acknowledgements
Director Excellence Award, Chewy (January 2022), Director Excellence Award, Chewy (January 2021)
Timeline
Customer Service Operations Manager
Chewy Inc.
03.2020 - Current
Team Lead
Macy’s Inc.
07.2019 - 03.2020
Team Lead
Target Corporation
06.2017 - 06.2019
Master of Business Administration -
University of West Florida
Bachelor of Science - Sociology
University of Central Florida