Tonya Stafford
Harper Woods,MI
Summary
Accomplished Call Center Manager with 10+ years of expertise in improving call center performance metrics, reducing operational costs, and increasing customer satisfaction scores. Proven track record in implementing new call center technology platforms, developing training programs, and collaborating with cross-functional teams to drive customer loyalty and retention. Exceptional skills in leadership, budget management, and process optimization, with a strong commitment to delivering exceptional customer service.
Overview
12
12
years of professional experience
Work History
Call Center Manager
Emergent Holdings (COBX)
03.2021 - Current
- Collect and analyze call center statistics, costs, and customer service metrics.
- Lead daily team meetings to review performance, set targets and motivate staff.
- Provide oversight and strategies to leadership staff for Inbound/Outbound call center efficiency and vendor management.
- Implement continuous improvement plan to maximize department efficiencies while minimizing member abrasions and strengthening contact center best practices.
- Deploy event-based CMS quality star performance outreach campaigns for advocacy program.
- Evaluated data to identify trends and determine customer service needs.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Implemented innovative service strategies to improve customer experience and engagement.
Supervisor, Call Center Operations
Emergent Holdings (COBX)
01.2017 - 02.2021
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
- Evaluated employee performance, coached and trained to improve weak areas.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
- Determined quality assurance benchmarks and set standards for improvement.
- Developed and implemented customer service policies to enhance satisfaction.
- Solicited customer feedback to identify and improve on areas of weakness.
- Leveraged analytics to develop targeted comprehensive Outbound Call campaign
Team Lead II
Blue Cross Blue Shield Of MI
12.2011 - 01.2017
- Successfully supervised 100+ Bargaining Unit Representatives and 1 Unit Leader
- Trained new Representatives on CMS guidelines and Medicare Advantage services
- Evaluated employee skills and knowledge regularly, training, and mentoring/disciplining individuals with lagging skills.
- Exceed Metrics/Goals: TSF: Met 11 out of 12 months, Abandonment rate: Met 12 out of 12 months, Team Adherence: Met 12 out of 12 months and Quality: Met 12 out of 12 months.
- Orchestrated off-site Medicare Educational Seminars and Health Fairs
- Designed strategic plan for component development practices to support future projects.
- Developed monthly and daily production output plans to deliver on customer service and financial metrics.
- Recommend and implement solutions to identify global issues
Education
Master of Science - Health Administration
University of Phoenix
Southfield02.2016
Bachelor of Arts - Political Science
Wayne State University
Detroit, MI01.2004
Skills
- Call Center Operations Management
- Performance Metrics and KPI's
- Staff training and development
- Budgeting and Financial Management
- Conflict resolution and escalation management
- Process improvement and optimization
- Vendor negotiations and management
- Call center technology implementation
- Team leadership and motivation
- Customer retention strategies
- Collaboration and cross-functional teamwork
- Real-time performance monitoring
Timeline
Call Center Manager
Emergent Holdings (COBX)
03.2021 - Current
Supervisor, Call Center Operations
Emergent Holdings (COBX)
01.2017 - 02.2021
Team Lead II
Blue Cross Blue Shield Of MI
12.2011 - 01.2017
Master of Science - Health Administration
University of Phoenix
Bachelor of Arts - Political Science
Wayne State University
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