Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Tyra Morgan

Houston,TX

Summary

Dynamic Customer Service Operations Manager with a proven track record at Group 1 Automotive, driving a 25% increase in operational efficiency through strategic process improvements. Expert in team leadership and performance analysis, fostering a high-retention environment while enhancing customer satisfaction and agent productivity. Skilled in technology utilization and employee development.

Overview

11
11
years of professional experience

Work History

Customer Service Operations Manager

Group 1 Automotive
Houston, TX
01.2021 - 01.2025
  • Directed a team of contact center supervisors to deliver industry-leading customer satisfaction, consistently exceeding service level agreements and performance targets.
  • Designed and implemented process optimization initiatives that reduced average call handling time by 15% and boosted first-call resolution rates by 20%.
  • Led recruitment, training, and performance management for all levels, achieving a 95% employee retention rate for direct reports.
  • Drove cross-functional projects with senior leaders to align operations with business objectives and support rapid company growth.
  • Championed technology upgrades that improved call routing and reporting, resulting in a 25% increase in operational efficiency.

Senior Team Lead

Group 1 Automotive
Houston, TX
01.2018 - 01.2020
  • Supervised and mentored a team of customer service agents, achieving 99% compliance with operational protocols.
  • Analyzed real-time metrics (handle time, call volume, CSAT) and initiated targeted action plans that elevated team performance.
  • Developed new training programs that raised agent productivity by 18% year-over-year.
  • Coordinated communication across teams to resolve escalations and ensure seamless service delivery.

Customer Service Team Lead

Group 1 Automotive
Houston, TX
01.2015 - 01.2017
  • Managed day-to-day leadership and coaching for a frontline support team, ensuring continuous improvement in quality and customer experience.
  • Spearheaded initiatives that enhanced team collaboration and reduced customer complaints by 30%.
  • Served as escalation contact for complex customer issues, sustaining a customer satisfaction rate above 90%.

Senior Agent

Group 1 Automotive
Houston, TX
01.2014 - 01.2015
  • Provided high-quality customer support handling a high inbound call volume, meeting or exceeding all performance KPIs.
  • Acted as an informal mentor for new agents and contributed to process improvements that enhanced team output.

Education

Leadership Development Certification -

Group 1 Automotive University
01.2024

Skills

  • Call Center Management & Team Leadership
  • Performance Analysis & KPI Optimization
  • Process Improvement & Change Management
  • Training & Employee Development
  • Customer Relationship Management
  • Strategic Planning & Execution
  • Technology utilization (CDK, ShoreTel, Management Studio, DocuSign)
  • Advanced Microsoft Office & Spreadsheet Skills

References

References available upon request.

Timeline

Customer Service Operations Manager

Group 1 Automotive
01.2021 - 01.2025

Senior Team Lead

Group 1 Automotive
01.2018 - 01.2020

Customer Service Team Lead

Group 1 Automotive
01.2015 - 01.2017

Senior Agent

Group 1 Automotive
01.2014 - 01.2015

Leadership Development Certification -

Group 1 Automotive University

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