TEGAN SLAUGHTER
Summary
Able to simultaneously manage multiple tasks while prioritizing shifting priorities and deadlines. Able to quickly identify, analyze, creatively resolve problems, and make decisions that have minimal business impacts. Over 10 Years' experience resolving complex and sensitive problems for customers and answering customer questions regarding Company programs, policies, procedures, products, and services.
Self-motivated Operations Manager successful in collaborating with consultants, area leaders and employees to streamline and strengthen processes and control costs. Highly organized and detailed collaborator with solid record of accomplishment in meeting and exceeding business targets. In-depth knowledge of operational and budget management techniques.
Seasoned professional in general and operations management with comprehensive experience leading teams, optimizing processes, and implementing cost-effective strategies. Skilled in strategic planning, staff development, and operational efficiency, consistently improving workflow and reducing costs. Proven track record of enhancing overall business performance through effective leadership and innovative problem-solving.
Overview
9
9
years of professional experience
Work History
OPERATION SUPERVISOR
City Staffing
03.2024 - Current
- Lead, develop, and coach employees to ensure they meet performance standards
- Manage the daily workflow of a team or workgroup
- Analyze processes, identify gaps, and recommend solutions
- Ensure the team adheres to policies, procedures, and legal and compliance regulations
- Communicate changes to policy and procedures to the team
- Evaluate employee performance and take corrective actions as needed
- Use expertise, policies, and procedures to make informed business decisions
- Contribute to process and policy changes
CUSTOMER ASSISTANCE SPECIALIST
Toyota Motor Corp
09.2022 - Current
- Support various processing functions including but not limited to email, databases, SharePoint, queue management, additional miscellaneous tasks
- Demonstrate attention to detail, process steps, time management to gain success across the broad range of processing tasks
- Maximized chances of successful vehicle recoveries through diligent skip tracing efforts to locate hard-to-find debtors or collateral assets efficiently
- Utilize resources and effective customer-centric communication to resolve outbound/inbound customer inquiries efficiently and accurately but not limited to, payments, title inquiries, account status and maintenance, website questions and registration, as well as general questions
SENIOR SUPPORT SPECIALIST
Abound Credit Union
06.2021 - 09.2022
- Support the branch quality program within the contact center, including certificate reviews and managing the branches weekly Quality Assurance corrections
- Managing monthly internal reviews of policies and procedures and environmental scans and make suggestions to enhance the risk management policies as they impact the contact center
- Manage the day-to-day operation for channel within the contact center, via chat phone and e-service mediums
- Serve as a Subject Matter Expert in assisting agents with call related questions and concerns
- Managing team member status with monthly coaching and one-on-ones to enhance the overall customer experience
CREW SCHEDULER MANAGEMENT SPECIALIST
American Airlines
01.2019 - 06.2021
- Maintains pilot schedules and assignments in accordance with Company's standard operating procedures, Federal Aviation Regulations and Collective Bargaining Agreement
- Maintains monthly pilot bid lines and schedules for all bases and fleets in compliance with applicable union agreements, Company policy, and FAA regulations
- Assist with on-the-job training for incoming new hires as required
- Utilizes multiple software programs (FOS, SPP, Microsoft office tools, web browsers, etc.) to monitor and modify pilot schedules
ACTING LEAD SUPERVISOR
City of Los Angeles LA Sanitation
11.2015 - 01.2019
- Provides leadership and supervisor support to the Residential Usage & Billing Group 1, frontline Customer Service Specialists within Customer Billing Operations, on issues pertaining to billing customers in an accurate and timely manner, performance feedback and functional direction on policies and procedures
- Supports employee development and career progression for frontline employees by conducting monthly one-on-one meetings to discuss career progression strategies and resources
- Provides job performance feedback, identifies behaviors that require disciplinary actions and administers discipline in a timely manner to correct behavioral gaps through performance management steps
- Conducts One-on-One meetings with employees to provide feedback and coaching on performance and skill set knowledge to strengthen the employees' development
- Routinely conducts Safety observations on all direct reports, and various new employees to ensure Safety is proactively addressed
- Makes key department decisions on usage and billing policy and procedures that impact the end-to-end billing process
- At times, resolves escalated issues received from various stakeholders that require rule interpretation
- Manages the timekeeping and attendance for frontline employees to ensure accurate payroll submissions
- Shares the responsibility of supporting the other areas within the organization with resource staffing based on business needs, to help mitigate workforce gaps and to meet department performance goals
- Facilitates monthly team meetings for frontline employees to communicate and present information regarding the team performance, changes in policies & procedures and the impacts to the organization for implementation of new resources (to enhance the billing process)
- Conducts annual Employee Performance Evaluations, calibrating ratings with employee skill set and overall performance in comparison to the preset department Individual Contributor goals
- Continuously looks for operational efficiencies to help improve the routine billing process that impacts daily operations
Education
B.S. - BUSINESS ADMINISTRATION
Purdue Global University
06.2026
Skills
- Critical Thinking
- Active Listening
- Trend Analysis
- Problem Solving
- Team Leadership
- Performance Management
- Process Improvement
- Customer Service
- Operations Management
- Quality Assurance
Timeline
OPERATION SUPERVISOR
City Staffing
03.2024 - Current
CUSTOMER ASSISTANCE SPECIALIST
Toyota Motor Corp
09.2022 - Current
SENIOR SUPPORT SPECIALIST
Abound Credit Union
06.2021 - 09.2022
CREW SCHEDULER MANAGEMENT SPECIALIST
American Airlines
01.2019 - 06.2021
ACTING LEAD SUPERVISOR
City of Los Angeles LA Sanitation
11.2015 - 01.2019
B.S. - BUSINESS ADMINISTRATION
Purdue Global University