Summary
Overview
Work History
Education
Skills
Core Competencies
Languages
Timeline
Generic

Tykia Turner

Philadelphia,PA

Summary

Results-driven Call Center Operations Leader with over 12 years of experience leading high-performing customer service teams. Proven track record of driving team performance, improving KPIs, and ensuring top-tier customer satisfaction. Skilled in coaching, real-time quality monitoring, process improvements, and cross-functional communication. Adept with tools including Salesforce, Five9, Avaya, and CMS Supervisor.

Overview

20
20
years of professional experience

Work History

Senior Manager, Revenue Cycle Management

Connect America
06.2012 - 04.2025
  • Developed and implemented training programs to reduce new hire ramp-up time by 25%.
  • Monitored KPIs and coached team, resulting in 15% improvement in call quality scores.
  • Launched weekly incentive campaigns, boosting morale and exceeding team performance targets.
  • Resolved escalations quickly, maintaining a 90% first-call resolution rate.
  • Led cross-functional teams to enhance project delivery and operational efficiency.
  • Developed strategic initiatives aligning departmental goals with organizational objectives.
  • Streamlined processes, resulting in improved workflow and reduced turnaround times.
  • Provided strong leadership to enhance team productivity and morale.
  • Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
  • Reduced costs, optimized resource allocation, and improved efficiency in managing projects.
  • Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
  • Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
  • Consistently met or exceeded annual performance targets set by senior leadership.
  • Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
  • Evaluated hiring, firing, and promotions requests.
  • Established team priorities, maintained schedules and monitored performance.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Defined clear targets and objectives and communicated to other team members.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Retention Specialist

Connect America
07.2011 - 06.2012
  • Managed customer retention through inbound and outbound calls.
  • Negotiated service agreements to increase loyalty and reduce churn.
  • Helped increase retention rate by 10% via strong relationship-building skills.

Sales Representative

Team Marketing Group
01.2009 - 01.2010
  • Achieved 10% of weekly team sales for the A+ Visa Credit Card.
  • Recognized for high sales conversion rate at Hartsfield Atlanta Airport.
  • Engaged clients through effective communication, enhancing customer satisfaction and loyalty.
  • Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.

Sales Representative

Elite Marketing Group
01.2008 - 01.2009
  • Generated 10% of weekly sales of Barclays USA MasterCard.
  • Trained and mentored new representatives.

Medical Assistant / Records Tech

Bryn Mawr Medical Specialists Association
01.2005 - 01.2008
  • Performed administrative duties, patient care, and maintained accurate medical records.

Education

Some College (No Degree) - Surgical Technician Program

CHI Institute
Broomall, PA

General Studies

Montgomery County Community College
Blue Bell, PA

Diploma - undefined

Lower Merion High School
01.2003

Skills

  • Complaint resolution
  • Workforce management
  • Strong leadership
  • Positive attitude
  • Attention to detail
  • Excellent communication

Core Competencies

  • Team Leadership
  • Call Center Operations
  • KPI Monitoring
  • Staff Coaching & Development
  • Performance Management
  • Workforce Scheduling
  • Escalation Management
  • Hiring & Onboarding
  • Quality Assurance
  • Customer Retention

Languages

English

Timeline

Senior Manager, Revenue Cycle Management

Connect America
06.2012 - 04.2025

Retention Specialist

Connect America
07.2011 - 06.2012

Sales Representative

Team Marketing Group
01.2009 - 01.2010

Sales Representative

Elite Marketing Group
01.2008 - 01.2009

Medical Assistant / Records Tech

Bryn Mawr Medical Specialists Association
01.2005 - 01.2008

Diploma - undefined

Lower Merion High School

Some College (No Degree) - Surgical Technician Program

CHI Institute

General Studies

Montgomery County Community College

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