Toni Fadden
Wills Point,Texas
Summary
Results-driven operations and customer experience leader with over 20 years of progressive experience in call center operations, hiring, training, and administrative leadership. Retired U.S. Navy professional recognized for driving performance, streamlining processes, and cultivating high-performing teams in dynamic, high-volume environments. Demonstrated expertise in collaborating with senior leadership to optimize workforce strategies and enhance customer satisfaction while ensuring strict compliance with industry standards. Skilled at aligning overarching operational objectives with meticulous day-to-day execution to achieve sustainable success.
Overview
34
34
years of professional experience
1
1
Certification
Work History
Inbound Call Center Operations and Hiring Manager
Veterans Government Services
Remote
07.2024 - Current
- Lead end-to-end operations for a high-volume contact center supporting government healthcare contracts
- Oversee workforce strategy, staffing, scheduling, and payroll for 150+ employees to ensure service level attainment
- Partner with executive leadership and clients to maintain contract compliance, performance metrics, and service delivery standards
- Drive continuous improvement initiatives to enhance efficiency, reduce call handling time, and improve customer satisfaction
- Coach and develop leaders to strengthen performance management and employee engagement
Inbound Call Center Training Department Manager
Veterans Government Services
Remote
05.2021 - 07.2024
- Directed onboarding and training programs to prepare new hires for operational success in a fast-paced environment
- Designed and delivered training strategies aligned with business goals, compliance requirements, and customer experience standards
- Collaborated with operations and workforce teams to ensure training effectiveness and seamless transition to production
- Improved training completion rates and readiness through structured curriculum and performance tracking
Inbound Call Center Supervisor
Veterans Government Services
Remote
10.2020 - 05.2021
- Supervised daily operations for a team of 20+ customer service representatives
- Monitored real-time adherence and supported workforce needs to maintain service levels
- Resolved escalated customer concerns while reinforcing quality and compliance standards
- Provided coaching and feedback to improve individual and team performance
Middle School Principal’s Secretary
Phelps Clifton Springs School District
Clifton Springs, NY
06.2018 - 05.2020
- Managed front office operations, serving as the primary point of contact for students, staff, and visitors
- Coordinated schedules, attendance tracking, and substitute coverage in a dynamic school environment
- Maintained confidential records and ensured compliance with district policies
- Handled high-volume communications with professionalism and efficiency
Clerk
United States Postal Service
Hall, NY
03.2018 - 06.2018
- Delivered front-line customer service in a fast-paced retail and logistics setting
- Managed mail processing, transactions, and customer inquiries with accuracy and timeliness
Aviation Maintenance Officer
U.S. Navy
Multiple
01.1992 - 01.2017
- Served in multiple leadership roles across operations, logistics, and training. Recognized for leading teams in high-pressure environments, managing complex operations, and delivering mission-critical results. Built a strong foundation in leadership, discipline, and organizational excellence.
Education
B.S. - Management of Technical Operations
Embry-Riddle Aeronautical University
Daytona Beach, FL06-2012
Skills
- Operations & Contact Center Leadership
- Team Development & Performance Coaching
- Client Relations & Stakeholder Engagement
- Process Improvement & Operational Efficiency
- Training Development & Facilitation
- Compliance & Quality Assurance (HIPAA, DoD)
- Conflict Resolution & Escalation Management
- Data Analysis & Performance Metrics
- Systems: Microsoft Office Paylocity AVAYA ASPECT
Certification
- Lean Six Sigma Black Belt & Yellow Belt
- Information Assurance Certification – Embry-Riddle
- Navy Command Fitness Leader Certification
- Advanced Leadership & Administrative Training (Military & Civilian)
Additional Value to Employers
- Experienced in scaling teams and operations in rapidly evolving environments
- Strong track record of aligning workforce strategy with business objectives
- Effective communicator across all levels of an organization, from frontline staff to executive leadership
- Committed to fostering a culture of accountability, engagement, and continuous improvement
Timeline
Inbound Call Center Operations and Hiring Manager
Veterans Government Services
07.2024 - Current
Inbound Call Center Training Department Manager
Veterans Government Services
05.2021 - 07.2024
Inbound Call Center Supervisor
Veterans Government Services
10.2020 - 05.2021
Middle School Principal’s Secretary
Phelps Clifton Springs School District
06.2018 - 05.2020
Clerk
United States Postal Service
03.2018 - 06.2018
Aviation Maintenance Officer
U.S. Navy
01.1992 - 01.2017
B.S. - Management of Technical Operations
Embry-Riddle Aeronautical University