TONYA JACKSON
Oak Ridge North,TX
Summary
Exceptional Operations Manager focused on successful team building, producing efficient teams and operational improvements. Reliable team player committed to building high-performing teams. Results oriented, with diverse background in management and customer service. More than 15 years of call center and client interface experience. Ability to train, motivate, and supervise customer service employees and support staff. Highlights: Microsoft Office and Oracle software proficiency, Employee relations specialist, Client relations specialist, Team management expertise Focused on customer satisfaction Active listening skills Seasoned in conflict resolution.
Talent development Qualifications: Over twenty years in customer service, seventeen plus years of management experience, vendor and B2B relations, recruiting, staffing, training and development of employees, payroll, and record keeping. Experience training adult learners on client material and directives, call center policies, procedures, KPIs, quality assurance expectations, coaching, and development.
Overview
15
15
years of professional experience
Work History
Operations Manager, Customer Experience
Alorica
WAH, TX
12.2020 - Current
- Formulated processes to improve assistance to support groups, resulting in reduction of downtime and financial loss.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Collaborated with clients and upper management staff to refine procedures, devise best practices and correct quality audit findings.
- Oversees all aspects of training and development for 25-200 team members related to programs and client needs
- Ensure all company policies and procedures are adhered to at new centers. This includes promoting healthy work environment with honesty, integrity, and respect for all employees.
- Manages all financial and budgeting responsibilities of operational support division.
- Increasing performance and quality standard reviews to ensure outcomes meet or exceed client expectations.
- Troubleshoots and creates action plans to quickly and effectively address problems.
- Identifies process improvement opportunities to drive operational efficiencies operation.
- Monitors all key metrics in support of meeting/exceeding initiative objectives.
- Maintain positive, consistent, and effective communications with staff and Senior Leadership teams
- Other Duties as Assigned
Senior Team Manager
EGS/Alorica
HUMBLE, TX
04.2018 - 12.2020
- Led employee relations through effective communication, coaching, training and development.
- Resolved customer service issues by finding immediate solutions, increasing customer confidence and decreasing escalations to executive office.
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures.
- Drove performance of staff , 9 team managers and 150-200 employees by creating incentives and positive work atmosphere and administering recognition and rewards programs.
- Facilitated daily, weekly, and monthly meetings to communicate team performance goals and results.
- Developed and delivered new hire transition training and quality assurance programs, increasing new-hire retention by 40%
- Met with clients to maintain communication to enhance teams' execution on new processes and policies.
- Evaluated employee performance on daily, weekly, and monthly basis. Coached and trained nine (9) team managers, increasing quality of work, employee performance, and program growth .
Production Supervisor
EGS Corp
08.2014 - 04.2018
- Maintain quality customer service by supervising tasks and responsibilities of 25-50 assigned staff of Customer Service Department
- Ensure all incoming calls from client and/or customers are executed in professional, polite, and courteous manner
- Maintain accurate documentation and recording in required systems
- Supervise team productivity, monitor workload, and address periods of peak volume, ensure quality and standards are consistently achieved and guidelines are followed and met
- Ensure excellent customer services by training employees and providing feedback to existing employees regarding areas of improvement and development
- Responsible for progressive discipline with regards to attendance, performance and all aspects of company policy up to and including termination
- Responsible for respective department’s overall performance and for motivating team to exceed department goals and objectives
- Provide feedback to senior management concerning possible problems or areas of improvement
- Make recommendations to implement improved processes
- Perform other duties as assigned by senior management.
- Resolved issues quickly to maintain productivity goals.
- Evaluated team member performance regularly to identify and resolve productivity concerns.
Customer Service Quality Analyst
NCO/EGS Corp
Humble, TX
05.2011 - 08.2014
- Monitor over 50 customer interactions and/or complete side-by-side monitoring daily to gather insight on services provided and effectiveness of individual Operations Team and complete evaluation documentation
- Deliver feedback, customer experience, and/or regulatory adherence to management to provide specific results
- Provide coaching and feedback to team to proactively manage quality standards and compliance
- Participate in calibration sessions with peers and Clients to ensure respect and maintenance of quality standards
- Maintain logs and analyze trends as necessary to determine areas of opportunity, follow-up continually to ensure issues are addressed to management and Client satisfaction., ensure compliance with policies and procedures and coach agents as necessary, and provide feedback to management concerning possible problems or areas of improvement, and any other duties as assigned by senior management
HR/Recruiting Receptionist
NCO Group
03.2010 - 05.2011
- Responsible for greeting and screening 50-100 visitors and applicants in professional and courteous manner, opening switchboard promptly prior to start of business day and properly secure switchboard at end of day
- Field all incoming phone calls, guest, announcements, and established guest register in organized and efficient manner, provide department(s) with administrative support by maintaining and handling all outgoing and incoming faxes, filing, and copying as needed, receiving and delivery of packages and mail, knowledge, understanding, and compliance with all applicable company, Federal, State, and Local laws and regulations, made recommendations to implement improved processes and all other duties as assigned by senior management.
Production Quality Coach
NCO Group
12.2009 - 03.2010
- Monitored over 50 customer interactions and/or complete side-by-side monitoring daily to gather insight on services provided and effectiveness of individual Operations Team and complete evaluation documentation
- Deliver feedback, customer experience, and/or regulatory adherence to management to provide specific results
- Provide coaching and feedback to team to proactively increase and manage quality standards and compliance
- Participate in calibration sessions with Clients to ensure respect and maintenance of quality standards
- Established logs and analyze trends as necessary to determine areas of opportunity, follow-up continually to ensure issues are addressed to management and Client satisfaction., ensure compliance with policies and procedures and coach agents as necessary, and provide feedback to management concerning possible problems or areas of improvement, and any other duties as assigned by senior management.
Customer Service Co- Facilitator
NCO Group
06.2007 - 12.2009
- Supervise, evaluate and coach 40-60 adult learners while delivering training according to client material and directives, as well as provide corrective and/or positive performance feedback as applicable
- Increased performance of CSRs in training and made recommendations to graduate, terminate or require additional training
- Monitor and analyze ongoing performance trends to establish training and development recommendations
- Acts as primary training bay support to Operations while class is in transition to increase overall headcounts
- Provided training to 75-150 tenured production agents on any new and/or updated policies, procedures, and upcoming equipment per client.
- Enhanced employee satisfaction and productivity by troubleshooting and resolving workflow and downtime issues
- Identified areas in need of improvement and implemented solutions
Education
Some College (No Degree) - AAS
Central Texas College
Killeen, TXSkills
Business Leadership
- Team and Staff Management Leadership
- Customer Service
- Client Relations
- Employee engagement and Motivation
- Management Training
- Systems Implementations
Timeline
Operations Manager, Customer Experience
Alorica
12.2020 - Current
Senior Team Manager
EGS/Alorica
04.2018 - 12.2020
Production Supervisor
EGS Corp
08.2014 - 04.2018
Customer Service Quality Analyst
NCO/EGS Corp
05.2011 - 08.2014
HR/Recruiting Receptionist
NCO Group
03.2010 - 05.2011
Production Quality Coach
NCO Group
12.2009 - 03.2010
Customer Service Co- Facilitator
NCO Group
06.2007 - 12.2009
Some College (No Degree) - AAS
Central Texas College
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