Summary
Overview
Work History
Skills
Timeline
SalesManager

Tyler Mauermann

Director - Contact Center And Business Operations
West Palm Beach,FL

Summary

Strategic operations leader with experience overseeing customer service and overall operational business activities. Strong history of creating precise and targeted business operations plans, managing costs, reviewing performance and driving change. Forward-thinking leader with expertise in setting goals, quality standards and growth initiatives while leading quick and efficient attainment of objectives.

Overview

16
16
years of professional experience

Work History

Director of Contact Center Operations

PALLADIO/UNITERS GROUP
WEST PALM BEACH, FL
10.2020 - Current
  • Managed day to day performance of multiple site locations(domestic and international) handling over 8,000 daily customer contacts through omnichannel methods
  • Responsible for creating, implementing and leading organizational initiatives
  • Corporate dispute resolution and end point of all customer service escalations
  • All administrative duties such as interviewing, hiring, training, employee evaluation and leadership development
  • Creation and implementation of employee engagement initiatives and culture transformation as workforce went 100% remote in 2020 and then executed return to office planning late 2022
  • Successfully integrated IVR and AI capabilities into telephony system to improve efficiency and reduce cost
  • Process improvement - creation and execution of new standard operating procedures and policies
  • Owner and manager of organization's Workforce Management department
  • Drove year-over-year business growth while leading operations, strategic vision and long-range planning. Grew from 100k profit in business unit in 2021 to over 1 million in 2022
  • Developed and maintained relationships with customers and suppliers through account development
  • Enhanced operational efficiency and productivity by managing budgets, accounts and costs

OPERATIONS SUPERVISOR

NATION SAFE DRIVERS
BOCA RATON, FL
01.2020 - 10.2020
  • Responsible for achieving departmental metrics such as daily cost goals, quality analysis, network optimization and all call center metrics
  • Team managed up to 300 daily outbound calls while also assisting customers calling in for service
  • Project manager for escalation team resolving all service confirmations, difficult operations situations, and all escalated issues
  • Administrative duties such as interviewing, hiring, training, Workforce Management, employee evaluation and leadership recommendations
  • Motivated and trained employees to maximize team productivity.
  • Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.

CUSTOMER SERVICE/E COMMERCE OPERATIONS MANAGER

TBC CORPORATION
PALM BEACH GARDENS, FL
07.2015 - 12.2019
  • Responsible for resolving executive level, better business bureau and attorney general complaints
  • Interacted well with customers to build connections and nurture relationships.
  • Developed and wrote departmental processes and standard operating procedures
  • Website development and optimization
  • Website analytics and design recommendations
  • Manager of TBC's 2 e commerce platforms generating over 100k in monthly revenue
  • Manager of TBC's web support, chat support and sales support functions
  • Compiled and presented weekly and monthly reports regarding web traffic, team performance and sales figures to department Vice President
  • Led quality program and was responsible for QA completions and calibrations for leadership team
  • Up to 35 direct reports at any given time including 3 supervisors and data analyst
  • Workforce management and scheduling
  • Administrative duties as required, training, hiring and staff development
  • Training, hiring and staff development
  • Budgets and allocations
  • Employee engagement and bonus program creation

COLLECTOR 3

WELLS FARGO BANK
HILLSBORO, OR
09.2014 - 04.2015
    • Negotiation of debt repayment of all Wells Fargo credit card products
    • Monitored accounts for compliance with established payment plans and flagged non-compliances.
    • Worked on auto dial system as well as manually dialed numbers, received inbound volume and overflow from other departments
    • Met or exceeded monthly target of $10k of repayment every month of employment
    • Collaborated with other departments within company such as deceased management, fraud, customer service and online banking
    • Member of one of company's project teams for increasing productivity on job

OPERATIONS MANAGER

CONVERGYS
WILSONVILLE, OR
08.2007 - 09.2014
    • Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow
    • Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance
    • Managed teams and operations across multiple client contracts including Intuit, Nike and Microsoft
    • Responsible for teams ranging in size from 15 to 45 employees
    • Attended and presented on conference calls and onsite client visits multiple times per week
    • Administrative duties as required
    • Workforce management
    • Leading and training of other and newer Team Managers and Operations Managers
    • Payroll management and processing
    • Sales and call forecasting
    • Process/change management and improvement
    • Collaborated with sister sites in US, APAC, EMEA and LATAM regions
    • Designated mentor for Convergys' “Talent Academy” program that identified and groomed potential company leadership
    • Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow

Skills

    Client account management

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Timeline

Director of Contact Center Operations

PALLADIO/UNITERS GROUP
10.2020 - Current

OPERATIONS SUPERVISOR

NATION SAFE DRIVERS
01.2020 - 10.2020

CUSTOMER SERVICE/E COMMERCE OPERATIONS MANAGER

TBC CORPORATION
07.2015 - 12.2019

COLLECTOR 3

WELLS FARGO BANK
09.2014 - 04.2015

OPERATIONS MANAGER

CONVERGYS
08.2007 - 09.2014

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Tyler MauermannDirector - Contact Center And Business Operations