Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tina Dillon

Tempe,AZ

Summary

Results-driven management professional with a proven track record of leading teams to achieve exceptional results. Strong emphasis on team collaboration, operational efficiency, and delivering measurable outcomes drives success in diverse environments. Expertise in strategic planning and process improvement fosters a culture of accountability and excellence, while adaptability ensures alignment with evolving organizational needs. Proficient in leveraging advanced technologies, including PowerPoint, Excel, Word, SharePoint, Outlook, RAPID, I2R, IVR Administration, and Wayfinder to enhance productivity and communication.

Overview

16
16
years of professional experience

Work History

Manager, Customer Service Support

Synchrony Financial
08.2025 - Current
  • As part of Synchrony Allegro, I lead a team of 20+ Back Office Specialists and Collection Agents supporting Allegro Credit servicing operations.
  • I am committed to driving growth, integration, and strategic execution for our recent acquisition, while partnering with Merchant and Funding teams to ensure consumers have healthcare financing options available when needed.
  • Led cross-functional teams to enhance project delivery and operational efficiency.
  • Maintain primary accountability for day-to-day Allegro Back Office and Account Maintenance functions, ensuring strong performance, quality, risk management, and customer outcomes.

Manager, Customer Service - Allegro

Synchrony Financial
08.2023 - 08.2025
  • Achieved enhanced team performance through effective leadership coaching and development of nonexempt customer service representatives.
  • Developed training materials for the Allegro Cares team, facilitating improved service delivery.
  • Initiated CCT for front-line Allegro customer service agents in collaboration with performance management.
  • Delivered successful project outcomes by constructing customer service-specific matrices and ensuring job aid effectiveness.
  • Led cross-functional teams to enhance operational efficiency and streamline processes.

Customer Service Specialist - Allegro

Synchrony Financial
10.2022 - 08.2023
  • Oversaw back office operations to provide timely support for internal and external stakeholders.
  • Collaborated on special projects and implemented process improvements to guarantee resource availability.
  • Led initiatives to enhance documentation processes for job aids and letter writing. Oversaw improvements in bankruptcy processing and i2r processing workflows. Championed best practices in writing to optimize operational efficiency.
  • Analyzed and improved existing processes to shorten response times and increase overall customer satisfaction ratings.
  • Resolved customer inquiries through effective communication and problem-solving techniques.

CEO Rotation - Allegro Job Aid Writer

Synchrony Financial
04.2022 - 10.2022
  • Led collaboration with subject matter experts and process owners to analyze and design job aids for training new hires on Allegro and various functions.
  • Drove the integration of Allegro into Synchrony Financial by producing comprehensive job aids.
  • Engaged with stakeholders to validate that job aids met clarity and compliance standards.

Account Manager

Synchrony Financial
03.2016 - 10.2022
  • Directed resolution of escalated customer issues across multiple levels. Provided support to customer service representatives by managing escalated calls and cultivating strong relationships with store cardholders and clients.
  • Led training initiatives and emphasized coaching for customer service representatives. Developed upskill training materials tailored to performance metrics and customer needs as identified by immediate manager.
  • Oversaw training of new hires for account manager positions and ensured materials were current with regulations and guidelines.
  • Facilitated monthly huddle discussions and stepped in for core managers to lead huddles.
  • Collaborated with cross-functional teams to enhance service delivery and operational efficiency.

CEO Rotation - Surveillance Job Aid Writer

Synchrony Financial
04.2021 - 10.2021
  • Collaborated with subject matter experts and process owners to analyze job functions and develop effective job aids. Partnered with stakeholders to produce job aids that meet compliance and quality benchmarks.
  • Streamlined internal processes through the adoption of advanced analytics and automation technologies.

CEO Rotation - Workforce Planning

Synchrony Financial
10.2018 - 12.2018
  • Achieved seamless coordination of hub off-phone and OT/VTO requirements through strategic collaboration with hub management and OPAM across diverse clients. Enhanced associates' Verint schedules to optimize response to call demands and off-phone requests.
  • Directed strategic initiatives to enhance operational efficiency across financial services.

Customer Service

Synchrony Financial
03.2014 - 03.2016
  • Resolved customer inquiries efficiently to enhance overall satisfaction and ensure effective one-call resolution.
  • Supported escalated help desk operations by providing backup assistance during peak periods.
  • Designated as Subject Matter Expert (SME) and new hire floorwalker, leveraging performance metrics knowledge to exceed expectations.
  • Generated detailed reports to enhance customer service response and track repair history.
  • Managed guest relations by effectively responding to concerns, fostering a positive experience.

Office Manager - ABC Daycare

Whiteriver Unified Schools
07.2010 - 02.2011
  • Achieved streamlined office and daycare operations through effective management of personnel and resources.
  • Established organized filing systems, reviewed supply requests, and maintained precise financial records, enhancing overall efficiency.
  • Facilitated training programs to elevate staff competency in care and health standards.
  • Managed daily office operations, ensuring efficient workflow and resource allocation.

Education

MBA - Business Administration

Grand Canyon University
Phoenix, AZ
03-2020

Bachelor of Science - Psychology

Grand Canyon University
Phoenix
12-2015

Certificate - American Indian Public Health

Johns Hopkins University
Baltimore, MD
01-2015

Skills

  • Process optimization experience
  • Prioritization and organization skills
  • Commitment to data integrity in customer solutions
  • Facilitating change management for teams
  • Customer engagement
  • Effective team leadership
  • Time management skills
  • Analytical decision-making
  • Over four years of Lead Team Experience while working as an Office Manager as well as various projects for duration of Graduate Degree Program

Timeline

Manager, Customer Service Support

Synchrony Financial
08.2025 - Current

Manager, Customer Service - Allegro

Synchrony Financial
08.2023 - 08.2025

Customer Service Specialist - Allegro

Synchrony Financial
10.2022 - 08.2023

CEO Rotation - Allegro Job Aid Writer

Synchrony Financial
04.2022 - 10.2022

CEO Rotation - Surveillance Job Aid Writer

Synchrony Financial
04.2021 - 10.2021

CEO Rotation - Workforce Planning

Synchrony Financial
10.2018 - 12.2018

Account Manager

Synchrony Financial
03.2016 - 10.2022

Customer Service

Synchrony Financial
03.2014 - 03.2016

Office Manager - ABC Daycare

Whiteriver Unified Schools
07.2010 - 02.2011

MBA - Business Administration

Grand Canyon University

Bachelor of Science - Psychology

Grand Canyon University

Certificate - American Indian Public Health

Johns Hopkins University

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Tina Dillon