Tonya D. Lack
Saint Clair Shores,MI
Summary
Results-oriented manager with 20+ years of progressive experience in production and management. Detail and goal oriented with excellent customer service, analytical, organizational, and interpersonal skills. Demonstrated success creating processes that boost operational efficiency.
Overview
20
20
years of professional experience
Work History
Program Manager
Jackson Dawson / Benmar
08.2016 - Current
- Guidance and supervision of 2-6 service desk analyst in blended environment
- Manage between 2 and 7 major projects at one time
- Collaborate with business and technical teams, in conjunction with clients to determine expectations and be able to provide optimum results
- Create and provide training and reports to other Program mangers to monitor and track their teams progress
- Coach, motivate, train, develop and guide employee performance through variety of mechanisms such as observations, metrics analysis and feedback devices
- Offered solutions to top management regarding project related queries
- Maintained QA standards for staff, ensured calls were compliant with firm standards, escalated issues as needed, and maintained communication with customers and management team
- Provide performance reviews and developmental feedback on monthly/quarterly/annual basis.
- Managed and supervised administrative and daily program operations, complying with policies and regulations
Service Desk Team Lead
CareTech Solutions
01.2016 - 08.2016
- Guidance and supervision of 12-20 service desk analyst in blended environment
- Coach, motivate, train, develop and guide employee performance through variety of mechanisms such as observations, metrics analysis and feedback devices
- Utilize strong knowledge of customer systems, and leadership skills to oversee and guide employees to meet performance and customer service objectives
- Excel at identifying, developing and using strengths of team members, as well as locating, detecting and resolving problems and weaknesses of each team individual
- Organize training workshops for each team member to improve performance client account knowledge
- Provided performance coaching and implemented strategies for career development monthly in one-on-one meetings with each team member
- Administered performance management by diagnosing improvement opportunities, provided effective feedback, trained and utilized corrective action plans to meet operational objectives
- Offered solutions to top management regarding project related queries
- Maintained QA standards for staff, ensured calls were compliant with firm standards, escalated issues as needed, and maintained communication with customers and management team
- Provide performance reviews and developmental feedback on monthly/quarterly/annual basis
Service Desk Analyst II
CareTech Solutions
11.2012 - 01.2016
- Act as point of contact for phone calls and emails from clients regarding IT issues and queries
- Responsible for receiving, logging and managing calls from clients via telephone and email
- Provide 1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as EPIC, Soarian, Meditech, Medhost, Laptops, PCs and Printers
- Escalate unresolved calls to infrastructure support team
- Take ownership of user problems and follow up status of problems on behalf of user and communicate progress in timely manner
- Responsible for maintaining high degree of customer service for all support queries and adhere to all service management principles
- Demonstrate basic account knowledge
- Creating user accounts, reset passwords, create groups etc.
Client Manager
Keller Williams Great Lakes
04.2010 - 11.2012
- Manage clients for Real Estate Team
- Scheduled closings, followed up on title issues, and scheduled showings
- Data entry for evaluations for several large banks
- Customer services for new clients
District Manager
CPR, Complete Preservation and Restoration
02.2012 - 06.2012
- Over seen Michigan, Kentucky and Nevada Estimates and Repairs Department
- Managed and assigned all open work orders to contractors and up-loader's
- Achieved and maintained high level of customer service by ensuring that service standards are high and customer issues are quickly and efficiently resolved
- Performed employee evaluations and documentations
- Responsible for training, scheduling and motivation of employees
- Performed Quality Control for all reports prior to being sent to client
Sr. Administrative Manager
Lowe's Home Centers, Inc
11.2003 - 12.2010
- Managed receiving department, front-end cashiers, return cashiers, customer service and administrative office
- Responsible for validating financials and Dash-7 to insure accuracy to maintain budget
- Managed all store processes to company standards to include freight processing, merchandise presentation, reconciliation of all cash and inventory transactions, and special order merchandise
- Achieved and maintained high level of customer service by ensuring that service standards are high and customer issues are quickly and efficiently resolved
- Achieved and maintained high level of associate engagement through effective leadership
- Assisted in interviewing, selection and training of associates
- Performed employee evaluations and documentations
- Over seen daily and weekly payroll and scheduling processes through Genisis and PeopleSoft
Education
Associates - Business Management and Marketing
Royal Oak Community College
Royal Oak1993
High School Diploma -
Hazel Park High School Graduate
Hazel Park, MI06.1985
Skills
- Project Management
- Proficient in Office 365, Adobe XD, and One Drive
- Utility / Application: LogMeIn, Active Directory, Simple Texting, Smartsheet, and 8x8 Inc
- Documentation proficiency
Timeline
Program Manager
Jackson Dawson / Benmar
08.2016 - Current
Service Desk Team Lead
CareTech Solutions
01.2016 - 08.2016
Service Desk Analyst II
CareTech Solutions
11.2012 - 01.2016
District Manager
CPR, Complete Preservation and Restoration
02.2012 - 06.2012
Client Manager
Keller Williams Great Lakes
04.2010 - 11.2012
Sr. Administrative Manager
Lowe's Home Centers, Inc
11.2003 - 12.2010
Associates - Business Management and Marketing
Royal Oak Community College
High School Diploma -
Hazel Park High School Graduate
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