Tyler Mauermann

• Directed multi-site domestic and international contact center operations supporting 10,000+ daily customer interactions across voice, email, and digital channels.
• Led end-to-end contact center operations, including workforce management (WFM), scheduling, forecasting, quality assurance (QA), KPI reporting, and performance management.
• In 2025, achieved 97% average service levels (on a goal of 80%) and 4.6 and 4.8 average rating on Google review scores across both business units.
• Won the 2025 Furniture Today Reader Ranking Award for Best Service and Protection Company.
• Implemented AI-enabled IVR, speech analytics, and CRM integrations (PolyAI, Cresta AI), focusing on call containment and agent efficiency.
• Reduced payroll cost by $1.9 million over the last two years while increasing SLA performance through AI and workflow optimizations.
• Owned telephony systems, WFM platforms, AI tools, and CRM administration, ensuring system scalability, uptime, and reporting accuracy.
• Reduced active revolving claims year over year from 200 thousand to 10 thousand monthly.
• Developed and executed standard operating procedures (SOPs), policies, and process improvement initiatives to enhance service quality and operational efficiency.
• Served as executive escalation point for complex customer disputes, driving resolution, compliance, and improved customer satisfaction.
• Managed operational budgets, vendor relationships, and cost controls, delivering year-over-year business growth while consistently reducing operational expense.
• Created and delivered Bimonthly and Quarterly Business Reviews for both our board of directors and multiple vendors and partners.
• Led organizational transformation initiatives, including remote, hybrid, and in-office workforce transitions, improving employee engagement and retention.
• Recruited, trained, and developed leaders and frontline staff through performance coaching, succession planning, and leadership development programs.

• Managed daily contact center operations, achieving departmental KPIs including cost per call, service levels, quality scores, and productivity metrics.
• Oversaw teams handling 300+ daily outbound and inbound calls, ensuring compliance with quality and performance standards.
• Served as project manager for escalation management, resolving high-impact service issues and operational exceptions.
• Supported workforce management activities, including staffing models, scheduling, forecasting, and real-time adherence.
• Conducted interviewing, hiring, onboarding, training, and performance evaluations, contributing to improved employee productivity.

• 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

• 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

• 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