Vetrell Tinsley
Arlington,TX
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
18
18
years of professional experience
Work History
Customer Success Senior Supervisor
Brinks Home Security
10.2021 - 05.2023
- Recruited, hired and trained staff and provided ongoing feedback and performance evaluations for development.
- Provided feedback, training and skill development to team to improve skills, confidence and quality.
- Launched key performance indicator based assessments in each phase of development during onboarding.
- Set aggressive targets for employees to drive team success and strengthen motivation.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Served on SEA committee to evaluate and recommend changes to policy, procedure and systems.
- Established and maintained filing systems, retrieved data using Excel and prepared management reports.
- Developed strategic plans in alignment with company goals, effectively communicating objectives to the team.
- Championed process improvements in response to identified inefficiencies, resulting in enhanced organizational effectiveness.
- Provide consistent engagement, growth awareness and team support
Customer Technical Support Supervisor
Brinks Home Security
03.2020 - 10.2021
- Improved net promoter score by 29% score through call reviews, coaching and training on the customers' language
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer technical complaints, resolved issues, and adjusted policies to meet changing needs.
- Improved customer satisfaction with timely response to technical inquiries, addressing concerns, and finding effective solutions.
- Evaluated employee performance and coached and trained to improve weak areas.
- Mentored newly hired employees on troubleshooting equipment and system and developed training guides to use for reference.
- Achieved results by working with staff to meet established key performance indicators.
- Established performance metrics for the team, consistently tracking progress towards goals and making adjustments as needed.
Direct to Consumer Senior Supervisor
Brinks Home Security
12.2018 - 03.2020
- Manage a team of 15 representatives, providing assistance and daily support
- Performed initial on-boarding of all accounts, ensuring the customer has full confidence with the operation of their new system
- Provided feedback, training and skill development to staff to improve accuracy, productivity and quality.
- Evaluated performance metrics regularly, identifying areas for improvement and providing constructive feedback to employees.
- Reduced employee turnover rates by fostering a positive work environment and addressing staff concerns promptly.
- Recruited, hired and trained staff and provided ongoing feedback and performance evaluations for development.
- Partner with sales support, field service, fulfillment and customer technical support to maximize the customers' experience
Business Driven Quality Manager
Brinks Home Security
06.2018 - 12.2018
Customer Care Senior Supervisor
Brinks Home Security
12.2016 - 06.2018
- Recruited, hired and trained staff and provided ongoing feedback and performance evaluations for development.
- Trained new hires and provided positive reinforcement and helpful feedback that boosted morale and efficiency within department.
- Fostered effective communication by providing constructive feedback and sharing knowledge across business lines.
- Provided interpretation and guidance on procedural questions.
- Identified underperforming areas and implemented effective process improvements.
- Streamlined operations for improved efficiency, delegating tasks and setting clear performance expectations.
- Conducted thorough quality assurance checks, maintaining high standards of output across all deliverables.
- Spearheaded efforts to increase cross-departmental collaboration with international partners which led to a marked improvement in overall organizational efficiency.
- Led the successful implementation of new software systems, minimizing disruptions during transition periods while maximizing benefits realized post-implementation.
- Increased customer satisfaction levels with regular training sessions on communication skills and product knowledge.
- Analyzed metrics to identify areas of opportunity, drive performance improvements and consistently exceed operational goals.
- Mentored junior team members for accelerated professional growth and skill development.
Customer Service Representative
Brinks Home Security
05.2016 - 12.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall customer experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
SHARED Customer Service Manager
NOVO 1
09.2005 - 07.2012
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Collaborated with marketing department to launch and manage promotional activities and campaigns.
- Controlled resources and utilized assets to achieve qualitative and quantitative targets.
- Collaborated with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue generation opportunities.
- Cultivated a culture of continuous improvement by regularly soliciting feedback from staff members regarding areas where improvements could be made.
- Generated customer satisfaction surveys to analyze results into action plans.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Utility Commerce - Conduct sales calls in the North and South Texas region, converting households to TXU Energy Customers
- Loan Financing - Maintained a 70% conversion ratio for completed applications: calls amongst my team/ as a team, monthly $1500 payouts were received
- Military Advisor - 1st line of contact for civilians seeking opportunities within the USAF and ARMY
- Attended quarterly meetings in Austin with USAF officials to discuss areas of improvement and opportunity
- Healthcare Counsel – Provide 24-hour service for BRAVO healthcare patients with questions regarding their healthcare plan and benefits
- Chronicle Garner – Gather information, using the at most sympathy, for Jim Sokolove's Sokolove Law Firm.
Education
High School Diploma -
Mansfield Timberview HS
Mansfield, TXSkills
- Customer Service
- Problem-Solving
- Microsoft Outlook, Word, and Excel
- MS Office
- Call Center Management
- Positive and Constructive Feedback
- Conflict Resolution
- Customer Satisfaction
- Front-end Supervision
- Teamwork and Collaboration
- Team Leadership
- Technical Expertise
- Onboarding and Orientation
- Performance Management
- Negotiation and Conflict Resolution
Accomplishments
- 2005, Graduated from Mansfield Timberview HS
- 2005, Attended at TCC South Campus
- 2006, Completed the Novo1 MUP program (Management Understudy Program)
- 2012, Completed the 6-month Novo 1 MDP program (Management Development Program)
- 2012, Inducted into the Novo 1 SEA Committee
- 2012, Inducted into the Novo 1 REC Committee
- 2017, Brinks Home Security New Hire Mentor
- 2017, Brinks Home Security Ambassador
- 2017, Brinks Home Security Engagement Coach
- 2018, Franklin Covey Loyalty Training
- 2018, Brinks Home Security BDQM
- 2018, Brinks Home Security Customer Service Supervisor
- 2018, Brinks Home Security Customer Technical Support Supervisor
- 2019, Franklin Covey 7 Habits of Highly Effective Managers Training
- 2019, Green Sky Finance Team
- 2019, Brinks Home Security Activations
- 2022, Brinks Home Security CSS On-Boarding Supervisor
- 2024, Texas All Lines Adjuster License
Experience Years
Over a decade, Call Center Supervisor
Over a decade, Customer Service
Over a decade, Data Entry
Over a decade, Retention
7 years, Call Center Management
7 years, Sales
2 years, Digital Marketing
References
Available on request
I enjoy biking and preparing exotic meals to eat.
Biking has always been a great source of exercise and relaxation for me. Once you've had a good work out, there is nothing like a great meal to follow. I am always eager to try new things along with the challenge of preparing them myself.
I enjoy working out, spending time with my family and watching the Dallas Mavericks
Working out is a great way i challenge myself physically with an achievable goal given the right drive. Family time is always valued and enjoyed... and as long as we have Luka, how could you not watch the Dallas Mavericks?
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Whether you think you can or whether you think you can’t, you’re right!
Henry Ford
Timeline
Customer Success Senior Supervisor
Brinks Home Security
10.2021 - 05.2023
Customer Technical Support Supervisor
Brinks Home Security
03.2020 - 10.2021
Direct to Consumer Senior Supervisor
Brinks Home Security
12.2018 - 03.2020
Business Driven Quality Manager
Brinks Home Security
06.2018 - 12.2018
Customer Care Senior Supervisor
Brinks Home Security
12.2016 - 06.2018
Customer Service Representative
Brinks Home Security
05.2016 - 12.2016
SHARED Customer Service Manager
NOVO 1
09.2005 - 07.2012
High School Diploma -
Mansfield Timberview HS
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