Tessa Zavorka
Longmont,CO
Summary
Results- oriented operations manager bringing expertise in customer service, in-house collections, and management. Determined to make effective policy decisions to positively impact daily business operations.
Overview
9
9
years of professional experience
Work History
Customer Service/Dispatch Manager
Wyatts Towing
02.2023 - Current
- Managed CSR/Dispatching teams (15-25 members) over 4 locations while being on call 24/7.
- Conducted regular performance reviews for dispatch personnel, identifying areas for improvement and growth opportunities.
- Performed audits of private property impounds.
- Regularly implemented process improvement to ensure staff safety.
- Managed and completed damage claims during the rejection and approval process. While also communicating with vehicle owners through receiving necessary repairs.
- Responded to company complaints from vehicle owners and concerned residents of Colorado. Often educating on state private property impound laws. While also ensuring that situations were made right if company was in the wrong.
- Reduced response and wait times with effective dispatch training and timely decision making.
- Streamlined communication processes for better coordination between drivers, property managers, and dispatch.
- Ensured onsite yard coverage, while often stepping in myself, when necessary.
- Managed and prepared payroll, continuously keeping within company budget.
Customer Operations Manager
Red Dot Storage
12.2014 - 12.2022
- Performed business analysis and providing guidance on best practices and various approaches
- Monitored accounts receivables across company's portfolio to provide departments with target areas, ensuring that budgets are met.
- Provided KPIs and honest feedback on company financial reviews.
- Oversaw offshore call center's collections effort, which includes outbound calls and settlement agreements.
- Managed team of employees working in collections department.
- Assisted in managing an in-house customer service call center.
- Developed policies to ensure a good customer service experience and compassionate collections experience.
- Performed one on one meetings, coaching, and reviews with employees to promote growth and development.
- Monitored self-storage lien laws across 18 states to ensure that company is complying with all local lien laws. This includes self-storage property
auctions.
Education
Associate of Arts - Business Transfer Degree
Aims Community College
Fort Lupton, CO05.2025
High School Diploma -
Wheatland High School
Wheatland, WY05.2008
Skills
- Customer Service
- Critical Thinking
- Conflict Resolution
- Management
Timeline
Customer Service/Dispatch Manager
Wyatts Towing
02.2023 - Current
Customer Operations Manager
Red Dot Storage
12.2014 - 12.2022
Associate of Arts - Business Transfer Degree
Aims Community College
High School Diploma -
Wheatland High School
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