Tomecca Brown
Hampton,Ga
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring, and morale-building abilities to enhance employee engagement and boost performance. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
12
12
years of professional experience
Work History
Customer Operations Supervisor
Delta Dental Of California
11.2021 - Current
- Performed business analysis and provided guidance on best practices and various approaches.
- Designed and executed processes to meet business initiatives and drive continuous improvement.
- Analyzed operational and financial data to identify business insights and opportunities for process improvement.
- Successfully implemented internal processes, methodologies, and tools to drive business performance improvement.
- Recognized and assessed customer needs, effectively negotiated and secured profitable projects with an exceptional track record.
- Managed client relationships to optimize profitability by maintaining primary relationship accountability, overseeing overall servicing responsibility and ensuring high levels of client satisfaction.
- Reviews and follows up on Customer Service Representatives (CSRs) electronic, telephone, and written inquiries to coach and develop CSR processes, create performance improvement plans, enhance KPIs, improve competencies, and discuss corrective action as needed.
- Ensures all requests forwarded from Customer Operations or other internal departments are completed within required time frames.
- Develops and implements goals around departmental or individual KPIs and competencies to ensure business unit and Enterprise goals are met.
- Resolves escalated/sensitive customer service-related issues in an efficient manner while promoting customer loyalty and retention.
- Communicates, supervises, and/or facilitates training on any new processes as needed.
- Supports external and internal audits from regulatory agencies and assists Compliance in updating complaint and grievance documentation to meet company specific requirements.
Customer Care Center Supervisor
Sourcepoint Mortgage
01.2019 - 11.2021
- - Evaluated interactions between associates and customers to assess personnel performance and implement strategies for customer satisfaction improvement.
- Facilitated meetings and conferences between various parties, enabling better collaboration and efficient decision-making.
- Responded to inquiries from internal personnel and outside clients immediately, facilitating quick resolution of issues.
- Developed new employees and conducted ongoing performance assessments of current employees.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Created and maintained organizational database of stakeholders and contacts for use by personnel.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Managed department call volume of 5682 calls per day and coordinated department schedules to maximize coverage during peak hours.
Lead Technical Support/Lead Underwriter/Compliance Lead
State Farm Insurance
01.2015 - 01.2020
- Supervised, mentored, and coached Underwriters to ensure quality service delivery to customers.
- Interviewed and hired staff to ensure appropriate staffing levels were maintained and made salary recommendations.
- Developed and trained all new employees in company software and underwriting strategies.
- Identified areas of improvement, conducted ongoing audits, and process control monitoring routines.
- Administered quarterly and yearly performance reviews, disciplinary action, and termination recommendations to ensure effective employee relations practices.
- Ensured and maintained compliance with all internal policies and procedures and regulatory requirements.
- Evaluated portfolio risks resulting from client's underlying business practices, underwriting investigations, or fraud exposure.
- Monitored underwriting teams' performance and provided mentoring to achieve personal and department production goals.
- Conducted prompt and thorough investigations on referred files.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Utilized critical thinking to break down problems, evaluate solutions, and make decisions.
HDC Manager
Wayfair
01.2018 - 01.2019
- Responsible for managing Home Delivery Center agents.
- Completed internal audit reviews and investigations in an effective and efficient manner through ongoing monitoring, escalating negative trends, and facilitating continuous reviews of applicable standard operating procedures.
- Developed and presented training on a quarterly and as-needed basis.
- Monitored identified areas such as production, exception validation, system performance, suspicious activity, and fraud to ensure compliance with SOPs.
- Onboarded new employees with training and new hire documentation.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Approved regular payroll submissions for employees.
- Applied customer feedback to develop process improvements and support long-term business needs.
- Conducted monthly inventories of raw materials and components on the work floor.
Warehouse Order/Inventory Manager
Go Home Ltd
01.2012 - 01.2015
- Monitored identified areas such as production, exception validation, system performance, suspicious activity, and fraud to ensure compliance with SOPs.
- Assigned a project manager once remediation items were discovered for the company.
- Provided insight on causes of risk indicators outside of tolerance levels.
- Worked with applicable leadership to negotiate action and alleviate risk.
- Developed SOPs for fraud prevention and customer authentication.
- Trained new staff on job duties, company policies, and safety procedures for rapid onboarding.
- Recorded information, shortages, and discrepancies to keep records current and accurate.
Education
Associate of Science - Criminal Justice
DeVry University
2011
Skills
- Customer Relationship Management
- Vendor Performance Management
- Interpersonal Communication Skills
- Operational Efficiency
- Microsoft Office
- Operational Improvements
- Critical Thinking
- Budget Administration
- Budget Preparation
- Data Review
- Employee Development
Timeline
Customer Operations Supervisor
Delta Dental Of California
11.2021 - Current
Customer Care Center Supervisor
Sourcepoint Mortgage
01.2019 - 11.2021
HDC Manager
Wayfair
01.2018 - 01.2019
Lead Technical Support/Lead Underwriter/Compliance Lead
State Farm Insurance
01.2015 - 01.2020
Warehouse Order/Inventory Manager
Go Home Ltd
01.2012 - 01.2015
Associate of Science - Criminal Justice
DeVry University
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