Toya Hampton
Midlothian
Summary
Analyst with a strong focus on enhancing operational efficiency and risk management. Proven track record in logistics coordination and data analysis at TLC Fast Freight. Expertise in process improvement and compliance, driving profitability through innovative problem-solving and effective team leadership. Consistently exceeded performance metrics in dynamic environments.
Overview
20
20
years of professional experience
Work History
Operations Manager/Dispatcher
TLC Fast Freight
Midlothian
02.2016 - Current
- It is my objective and goal as the owner in the logistics and transportation industry of goods and services. It is crucial for me to be extremely capable to lead, be proactive/reactive with my team. Drive profitability and growth within my organization through multi-tasking, leveraging data analytics, using automation software to optimize, streamline, and secure operations.
- I drive profitability and growth within my organization through multi-tasking, leveraging data analytics, using automation software to optimize, streamline, and secure operations.
- Strategic decisions, specifically addressing challenges like route efficiency, fuel consumption, predictive maintenance, driver safety, adherence to regulations and compliance of the Department of Transportation. Performing well under pressure is a strong strength as a high-tech "co-pilot" for the business initiatives and effectively communicating verbally as well as in writing, ensuring deliverables exceed the customer’s expectations and the driver’s accountability of being equipped and informed of any changes that may impact their ability to meet expectations.
- Implemented dash cams to detect distracted driving (e.g., cell phone use, drowsiness) in real time and provided coaching, enhancing driver safety and minimizing accident liability.
- Analyzed real-time traffic, weather, and delivery constraints to optimize routes, decreasing mileage and idle time.
- Monitor fuel consumption analyzing driver behavior (harsh braking, idling) and identifying optimal paths.
- Predictive Maintenance: tools to analyze vehicle sensor data (engine diagnostics, reducing unplanned downtime.
- Process, scan, extract data, and classify driver licenses, med cards, and BOLs to improve operational speed.
- Monitored DOT compliance for hours of service tracking and DVIR reports.
Operations Analyst-Servicing Call Center
Caliber Home Loans
Irving
02.2013 - 11.2022
- Coached agents through role-playing exercises to exceed all call quality metrics.
- Optimized processes and managed customer service surveys to enhance operational efficiency.
- Supervised team of 10 agents, focusing on coaching for call handling and talk time metrics.
- Applied knowledge of mortgage regulations and loss mitigation programs to support consumers.
- Conducted advanced data analysis using Excel, SQL, and Tableau to drive performance improvements.
Loss Mitigation Sr. Collection Specialist
GMAC
Dallas
03.2012 - 01.2013
- Applied knowledge of mortgage regulations (RESPA, investor guidelines, department initiatives) and loss mitigation assistance programs to help consumers retain their homes.
- Utilized critical thinking and assistance program tools to address consumer needs with tailored solutions and resolve issues effectively.
- Engaged with consumers to actively listen to their needs and concerns during calls.
- Monitored and assessed performance of self and teams to identify improvement areas and enhance skill sets.
Loss Mitigation Sr. Collections Specialist
Santander
North Richland Hills
01.2012 - 01.2013
- Assessed financial distress and updated financials to present repayment plan, deferment, and liquidation options.
- Ensured compliance with regulations like FDCPA and TCPA by managing call frequency with approved scripts, minimizing risk of fines and litigation.
- Managed call and talk time to enhance Right Party Contact rates on automated dialer software.
- Real-time views of the loan preventing defaults and improving curing strategies upon right party contact.
- Facilitated fraud detection referrals to enhance overall security measures.
- Prepared documentation for regulatory reviews and dispute resolution processes.
- Personalized & Empathetic Customer Experience.
Servicing Call Center – Supervisor
HSBC
Lewisville
05.2006 - 01.2011
- Supervised team of 10-12 agents on dialer system, coaching and developing agents to achieve dialer metrics for call, handle, and talk time.
- Coached agents on call quality and compliance, reinforcing individual and team goals.
- Consistently adhered to regulations like FDCPA and TCPA by managing call frequency using approved scripts, reducing the risk of fines and litigation.
- Optimized processes and solved problems to minimize losses and risks across delinquency tiers.
Education
Bachelor of Science - Criminal Justice
Cal State University of San Bernardino
San Bernardino, CA06-1994
Associate of Arts - Behavioral Science
Chaffey Community College
Rancho Cucamonga, CA06-1993
Diploma -
Ganesha High School
Pomona, CA06-1989
Skills
- Logistics coordination
- Compliance and regulation
- Process improvement
- Data analysis
- Risk management
References
Available upon request
Acknowledgements Accomplishments
- Employee of the Month for several months in 2013-2016
- Top performer collector in the top 20% 2018-2019
- SME, Sr. Leadership for low performing teams 2013; 2017-2021
Education Training History
- Ganesha High School, Diploma, Pomona, CA, 06/01/89
- Cal-State University of San Bernardino, Bachelor's Degree, San Bernardino, CA, 06/01/94
- On-the-job training, Software, Regulations, Call Model, Quality Assurance, and Federal, State and Local Regulations, 01/01/06, Present
Timeline
Operations Manager/Dispatcher
TLC Fast Freight
02.2016 - Current
Operations Analyst-Servicing Call Center
Caliber Home Loans
02.2013 - 11.2022
Loss Mitigation Sr. Collection Specialist
GMAC
03.2012 - 01.2013
Loss Mitigation Sr. Collections Specialist
Santander
01.2012 - 01.2013
Servicing Call Center – Supervisor
HSBC
05.2006 - 01.2011
Bachelor of Science - Criminal Justice
Cal State University of San Bernardino
Associate of Arts - Behavioral Science
Chaffey Community College
Diploma -
Ganesha High School