TASHA C. GLISPER

**** ***** ******** *****, ****** Springs, GA 30127 l 770-***-**** l acvtdr@r.postjobfree.com

OPERATIONS MANAGER

Strategic, results-oriented manager with 10 years of both hands-on and management experience across diverse industries. Special talent for analysis, goal setting, planning and bottom-line results. Proven ability to identify

improvement opportunities, implement best practices, measure results and achieve objectives. Strong team development skills with demonstrated ability to work effectively with individuals at all levels within and outside of the organization.

●Team Development/Training, Hiring and Termination

●Customer Relationship Management

●Administrative and Organizational Management

●Analysis and Account Reconciliation

●MS Office (Outlook, Word, Excel, PowerPoint)

Planning and Performance Measurement

SELECTED ACHIEVEMENTS

Promoted from Team Manager to Operations Manager (Associate Director).

Promoted to Assistant Manager, supervising a staff of 25 Commissions Representatives servicing 1,500 Financial Advisors (plus managers) within 20 states and interacting with 100+ insurance carriers.

Recognized throughout career for leadership, ability to learn rapidly and balance client needs while delivering projects and outstanding job performance that continuously exceeded expectations.

Created a user-friendly department-wide operational policies and procedures guide for off-site use in the event of emergency or system failure.

Successful track record of productivity and efficiency increases across multiple positions and industries.

Consistent high ranking in team performance.

Managed staff of 7-15 managers and 75-250 agents.

PROFESSIONAL EXPERIENCE

POWDER SPRINGS, GA l 2014 - PRESENT

IN-HOME CHILDCARE MANAGER

●Organize and implement curriculum that challenges children’s intellect and abilities.

●Schedule meetings with parents to discuss children’s progress and any observations.

●Oversee the work of the household in order to maintain a safe environment for children.

ALORICA/AT&T l KENNESAW, GA l 2011 – 2014

OPERATIONS MANAGER

●Managed, directed, coached and motivated the Customer Service team to achieve sales quotas, activity metrics, set objectives and close ratios. Conducted daily huddles and weekly team meetings with staff to identify and resolve departmental and customer service issues.

●Submitted weekly sales forecasts and activity reports for the Customer Service team and provided monthly reporting indicating results against quota and actions required for underperforming employees.

●Consistently monitored and evaluated the team operations in search of methods/tools to optimize the process of ensuring employees were fully trained and informed regarding products/services, and had access to adequate information necessary to promote customer satisfaction.

●Empowered to make day-to-day decisions that led to the health of the account while maintaining strong cross functional relationships within the company to maximize customer experience.

●Responsible for hiring and terminating team members.

ALORICA/AT&T l KENNESAW, GA l 2008 – 2011

TEAM MANAGER

●Assisted Operations Manager with implementation of call center strategies and tactics. Created initiatives to increase motivation for the improvement of team performance and identified training needs. Conducted interviews to identify qualified candidates for the team.

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TASHA C. GLISPER 770-***-****

●Provided floor presence and responded to associate questions. Managed workplace disputes by providing appropriate counseling and resolutions.

●Conducted and administered performance reviews of assigned team on monthly basis. Addressed and documented disciplinary and/or performance problems according to company policy.

●Reviewed team statistics and provided regular status reports. Provided consistent monitoring and coaching of team members to deliver feedback and tips to help meet goals based on findings.

●Managed and tracked associates’ call metrics, such as after-call work, pause time and average handle time. Managed time and attendance of all team members. Represented the team on special projects and initiatives.

●Educated and motivated to ensure employee and customer satisfaction.

MD&E/AT&T l ATLANTA, GA l 2006 – 2008

HELPDESK APPLICATION SUPPORT SPECIALIST

●Maintained helpdesk documentation (FAQs) to resolve customer issues which included document addition, deletion, and updates to the Knowledgebase (a customized Microsoft Access database).

●Provided support to the customer’s custom application user community through telephonic and/or written delivery of application’s functionality.

●Assisted and researched user access, passwords, and setup through administrative access tools.

●Provided support to the users on issues, problems, and resolutions related to data entered and maintained within the custom applications by working with specific data teams.

●Performed investigations, research, and analysis of application issues and hand-offs to IT development teams.

EDUCATION

CARDINAL STRITCH UNIVERSITY l GLENDALE, WI l 2004

Bachelor of Arts in Business Management

CARDINAL STRITCH UNIVERSITY l GLENDALE, WI l 2004

Human Resources Certification

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