Tykeshia Bell
Summary
Seasoned Operations Manager and talented leader 10 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
8
8
years of professional experience
Work History
Operations Manager
Asurion
05.2017 - Current
- Lead and managed high-performing call center team of 8 supervisors and 365 agents, achieving the high Sales per 100 monthly for 2 clients while maintaining a high NPS score of 95%
- Created and implemented process improvements while streamlining a workflow to increase Sales per 100, get promoter scores, and decreasing chat/talk time
- Developed product development improvements for supervisors, agents, sales techniques, training, and new pay models
- Monitor all KPI's for the call center and team focusing on area's of opportunity to meet and exceed client goals.
Call Center Supervisor
Asurion
12.2015 - 05.2017
- Provided weekly feedback and behavioral-based coaching sessions leveraging the Six Key Sales Behaviors, team meetings, while driving performance expectations and excellence
- Improved overall team performance by 20% based off customer feedback and surveys
- Created and leveraged problem solving skills to resolve and deescalate all customers concerns and ongoing issues.
Education
Criminal Justice
Grand Canyon University
04.1999
Skills
- Performance Management
- Project Management
- Cross-functional Team Leadership
- Leadership Development
- Training Courses
- Sales Operations
- Coaching
- People Management
- Action Planning
- Executive Coaching
- Communication
- Creative Problem Solving
- Management Team Building
- Customer Service
- Project planning and development
- Process improvement strategies
- Employee Development
Timeline
Operations Manager
Asurion
05.2017 - Current
Call Center Supervisor
Asurion
12.2015 - 05.2017
Criminal Justice
Grand Canyon University
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