TYLER YOUNCE
Johnson City
Summary
Dynamic leader with a record of guiding large teams to exceed productivity and quality targets. Expertise in process improvement and regulatory compliance enhances customer service and financial literacy for clients. Developed strategic initiatives that drive operational success while ensuring clarity in loan processes.
Overview
12
12
years of professional experience
Work History
Financial Aid Advisor
Jenny Lea Academy
Johnson City
06.2025 - Current
- Informed high school seniors about college financing options during outreach events, supporting their future educational endeavors.
- Guided students in understanding loan repayment options and obligations, enhancing their financial literacy.
- Clarified differences among federal, state, institutional, private, and alternative loans.
- Ensured accurate and efficient processing of loan account payments, contributing to overall financial management.
- Interpreted complex legal documents, including loan agreements and promissory notes.
- Developed loan contracts while ensuring clarity of terms to students.
- Tracked legislative updates regarding fund distribution and availability.
- Provided exceptional customer service and handled client inquiries with professionalism.
Operations Manager
Advanced Call Center Technologies
Johnson City
04.2023 - 06.2025
- Led team of 25 supervisors and 500 associates in customer support to achieve productivity, quality, and revenue targets.
- Developed and implemented strategic goals and action plans, driving operational success.
- Determined work procedures, prepared schedules, and expedited workflow for efficiency.
- Coached associates to enhance performance, resulting in increased productivity levels.
- Conducted candidate interviews and made hiring decisions to build a skilled workforce.
- Facilitated corrective action processes and managed employee terminations.
- Maintained professional relationships, fostering open communication that strengthened team collaboration.
- Provided guidance to employees on resolving escalated complaints and workplace disputes.
Production Supervisor
Advanced Call Center Technologies
Johnson City
01.2019 - 04.2023
- Supervised a team of 32 associates, providing guidance that improved production efficiency.
- Monitored attendance records and enforced punctuality and absenteeism policies to maintain workforce reliability.
- Evaluated associate metrics to ensure compliance with performance benchmarks.
- Reviewed individual employee performance to identify issues and enhance overall productivity.
- Participated in weekly client meetings to identify production outliers and establish quality objectives.
Freelance Private Nanny
Self-Employed
Blacksburg
01.2016 - 01.2019
- Coordinated daily routines, including meals, baths, and bedtimes, to ensure consistent, high-quality care.
- Designed and led creative playtime activities that effectively taught essential life skills.
- Cultivated strong relationships with children and families, enhancing trust and effective communication.
- Provided childcare for multiple children simultaneously, ensuring safety and engagement.
Assistant Director
The Learning Ladder
Christiansburg
08.2014 - 01.2016
- Provided leadership to develop strategies that enhanced organizational productivity.
- Directed activities of 35 staff to ensure operational efficiency.
- Established collaborative relationships with employees to improve communication and foster teamwork.
- Recruited, interviewed, hired, and trained new staff in compliance with company policies.
- Created weekly schedules aligning staffing needs with budgets and employee requests.
- Managed daily workflow by assigning tasks and tracking progress.
- Maintained accurate records of attendance, payroll, vacation requests, and other HR functions.
- Adjusted work schedule to accommodate changing family obligations.
Education
Associate in Arts (A.A.) - Business Administration
New River Community College
Pulaski, VA12-2018
Skills
- Regulatory compliance
- Financial literacy
- Client relations
- Customer service
- MS Office proficiency
- Operations management
- Problem solving
- Decision making
- Team leadership
- Staff management
- Staff training
- Conflict resolution
- Relationship building
References
References available upon request
Timeline
Financial Aid Advisor
Jenny Lea Academy
06.2025 - Current
Operations Manager
Advanced Call Center Technologies
04.2023 - 06.2025
Production Supervisor
Advanced Call Center Technologies
01.2019 - 04.2023
Freelance Private Nanny
Self-Employed
01.2016 - 01.2019
Assistant Director
The Learning Ladder
08.2014 - 01.2016
Associate in Arts (A.A.) - Business Administration
New River Community College