Tyrone Gregory
Waldorf,MD
Summary
Results-oriented business professional with extensive experience in client relations and leadership. Proven track record in managing group projects, enhancing communication, team-building, problem-solving, and strategic planning skills. Achieved Green Belt certification in Lean Six Sigma, driving improvements in customer satisfaction, cost efficiency, quality, and process speed. Operational expertise has contributed to quality and profitability for the National Flood Insurance Program and its stakeholders.
Overview
25
25
years of professional experience
Work History
Insurance Project Manager
Michael Baker International
Alexandria, Virginia
01.2023 - 04.2025
- Developed integrated visualized planning concepts to facilitate effective project implementation.
- Directed multi-disciplinary staff activities to ensure timely and budget-compliant project delivery.
- Executed community engagement strategies and produced risk communication materials for FEMA stakeholders.
- Provided flood insurance expertise to create impactful engagement strategies and training resources.
- Supported FEMA by promoting flood insurance benefits to enhance national resilience.
- Contributed as a key member of emergency management and response office in Alexandria, Virginia.
Deputy Contact Center Manager
Michael Baker International
Alexandria, Virginia
02.2020 - 12.2023
- Facilitated daily leadership meetings for first-line leaders at FEMA's Mapping and Insurance Exchange Contact Center.
- Analyzed call metrics using quantitative and qualitative techniques to assess effectiveness.
- Provided management with insights on programs including NFIP retention mailer and Risk Rating 2.0 initiatives.
- Developed employee scorecards to enhance coaching and celebrate achievements in meeting service levels.
- Incorporated NFIP customer service training for contact center employees to improve service delivery.
- Oversaw implementation of new technologies, enhancing efficiency within the contact center environment.
- Monitored employee performance to ensure compliance with standards and conducted regular team meetings.
Human Resources Supervisor
United Parcel Service
Waldorf, MD
12.2014 - 12.2019
- Conducted performance management reporting and employee orientations to enhance training initiatives.
- Facilitated recruitment, onboarding, and offboarding processes to resolve staffing challenges efficiently.
- Counseled staff on HR policies, practices, and procedures to ensure compliance and understanding.
- Identified and addressed employee needs related to performance issues, training, and career development.
- Reviewed I-9 form requirements for employment verification with UPS to maintain regulatory compliance.
- Onboarded over 1,500 seasonal and permanent employees in five years to support operations in Virginia.
- Managed recruitment for diverse positions across multiple departments to meet operational needs.
- Coordinated employee relations initiatives to foster a positive workplace culture and reduce turnover.
Business Consultant
Torrent Technologies
Kalispell, Montana
02.2013 - 07.2016
- Documented and established business process analysis to adapt to evolving requirements.
- Reviewed contract request for proposal (RFP) and provided expertise on National Flood Insurance Program underwriting functions.
- Conducted competitor benchmark analysis to identify savings opportunities and potential enhancements.
- Assisted in streamlining workflows to eliminate redundancies and maximize productivity.
- Collaborated with team members to suggest process improvements and streamline operations.
- Presented formal recommendations to executive board on business performance strategies.
Underwriting Manager
Torrent Government Contracting Services
Landover, Maryland
11.2008 - 01.2013
- Conducted interviews and hired entire staff to enhance operational efficiency.
- Facilitated underwriting training for insurance companies involved in flood insurance via FEMA.
- Managed coordination and implementation of updates to FEMA flood insurance manual, ensuring accuracy of rates and terminology.
- Led projects related to Coastal Barrier Resource Act (CBRA), assessing property compliance for Fish and Wildlife Services.
- Fostered collaboration with other companies supporting National Flood Insurance Program Bureau and Statistical Agency.
- Established claims office in New York, providing assistance to flood victims from Hurricane Sandy in New York and New Jersey.
- Represented FEMA in outreach initiatives regarding flood map changes in Washington, DC, and Alexandria, VA.
- Facilitated workshops at NFIP Flood Conference on flood insurance manual revisions and cancellations.
Contact Center Manager
Hewlett-Packard/ Electronic Data Systems
Rockville, Maryland
01.2006 - 11.2008
- Forecasted daily support activity schedules for call metrics and staffing in call center, generating over 25.5 million dollars in revenue.
- Established escalation processes and follow-up procedures aligned with internal guidelines.
- Led a team of 45 employees across Maryland and Kentucky, providing underwriting customer service support to flood insurance clients.
- Monitored performance metrics to ensure high-quality interactions with customers.
- Analyzed call volume trends to enhance staffing efficiency and resource allocation.
- Facilitated regular team meetings to reinforce objectives and communicate updates.
Operations Supervisor
Electronic Data Systems
Rockville, Maryland
08.2000 - 01.2006
- Facilitated training sessions to improve employee customer service and flood insurance knowledge.
- Monitored staffing levels using Avaya CMS, achieving an 80 percent call response rate within 25 seconds.
- Supervised daily operations to enhance workflow efficiency in data processing team.
- Ensured compliance with industry standards and company regulations across all operations.
Education
Master of Science - Theology
Bible Faith International
Smithfield, NC10-2012
Lean Six Sigma - Green Belt
Skills
- Schedule coordination
- Call monitoring
- Customer service excellence
- Coaching and mentoring
- Call center technology
- Staff recruitment
- Leadership development
- Employee motivation
- Recruitment strategies
- Performance monitoring
- Team collaboration
- Succession planning
Timeline
Insurance Project Manager
Michael Baker International
01.2023 - 04.2025
Deputy Contact Center Manager
Michael Baker International
02.2020 - 12.2023
Human Resources Supervisor
United Parcel Service
12.2014 - 12.2019
Business Consultant
Torrent Technologies
02.2013 - 07.2016
Underwriting Manager
Torrent Government Contracting Services
11.2008 - 01.2013
Contact Center Manager
Hewlett-Packard/ Electronic Data Systems
01.2006 - 11.2008
Operations Supervisor
Electronic Data Systems
08.2000 - 01.2006
Master of Science - Theology
Bible Faith International
Lean Six Sigma - Green Belt