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
Bala Cynwyd, PA
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
Broomall, PA
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
Atlanta, GA
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
Philadelphia, PA
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
Bryn Mawr, PA
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, PAGeneral Studies
Montgomery County Community College
Blue Bell, PADiploma - 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