TYRESE PRIMUS
Brooklyn
Summary
Results-oriented customer operations leader with extensive experience managing high-volume teams of 50+. Expertise in service recovery, workforce planning, and talent development, ensuring operational goals are consistently met. Passionate about creating exceptional customer experiences and dedicated to mentoring high-performing teams in the aviation sector.
Overview
5
5
years of professional experience
Work History
Supervisor, Customer Advocacy & Escalations
CareCentrix
02.2026 - Current
- Led and developed team of over 50 professionals focused on resolving complex customer advocacy and escalations.
- Champion proactive service recovery to improve customer outcomes and reduce repeat escalations.
- Partnered daily with Workforce Management to align staffing with operational demand, ensuring service goals were met.
- Conducted interviews, hiring, coaching, performance reviews, and corrective actions to cultivate empathetic, accountable culture.
Customer Care Supervisor
CareCentrix
06.2024 - 02.2026
- Oversaw daily customer care operations for team of 50+ employees, ensuring service standards were met.
- Supervised customer care team to ensure service quality and efficiency.
- Directed coaching, quality initiatives, and employee development, enhancing team capabilities while sustaining operational performance.
- Resolved escalated customer issues with empathy and professionalism.
- Trained new staff on company policies and customer service best practices.
Customer Service Team Lead
CareCentrix
02.2022 - 06.2024
- Managed escalated customer inquiries ensuring timely resolution and satisfaction.
- Led daily team meetings to discuss customer service strategies and updates.
- Collaborated with Learning & Innovation to train and mentor new employees, enhancing their integration into the team.
- Mentored new team members on company policies and customer interaction protocols.
- Developed structured 'Ramp Path' onboarding program to enable new hires to meet performance expectations.
Customer Service Representative
CareCentrix
10.2021 - 02.2022
- Provided compassionate customer support and coordinated patient care to enhance patient experience in fast-paced environment.
- Assisted customers with inquiries regarding home health services and insurance coverage.
- Processed service requests efficiently in the customer management system.
- Collaborated with healthcare providers to verify patient information and service needs.
Customer Service Representative
Capsule
04.2021 - 08.2021
- Resolved customer issues with knowledgeable and friendly service, enhancing satisfaction and loyalty.
- Resolved issues by providing timely support and ensuring customer satisfaction.
- Provided personalized assistance and support, fostering strong customer relationships.
- Assisted customers with inquiries regarding home health services and insurance coverage.
- Ensured patient needs were met by effectively managing service coordination. by coordinating services with healthcare providers and delivery teams.
Education
Bachelor of Science - Aviation Studies
University of North Dakota – John D. Odegard School of Aerospace Sciences
Grand Forks, ND08-2027
Skills
- Escalation Resolution
- Customer Experience Leadership
- Service Recovery
- Customer Journey Mapping
- KPI & Quality Management
- Process Improvement
- Team leadership
- Talent development
- Workforce Planning
- Coaching performance
- Shift Management
- Microsoft 365 suite
AVIATION ENGAGEMENT
- Organization of Black Aerospace Professionals (OBAP)
- American Airlines Airport Operations Summer Program (2018)
Timeline
Supervisor, Customer Advocacy & Escalations
CareCentrix
02.2026 - Current
Customer Care Supervisor
CareCentrix
06.2024 - 02.2026
Customer Service Team Lead
CareCentrix
02.2022 - 06.2024
Customer Service Representative
CareCentrix
10.2021 - 02.2022
Customer Service Representative
Capsule
04.2021 - 08.2021
Bachelor of Science - Aviation Studies
University of North Dakota – John D. Odegard School of Aerospace Sciences