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Manager Customer Service/Operations

Las Vegas, Nevada, United States
April 29, 2019

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Fonda Tanner


Las Vegas, NV *****


Willing to relocate: Anywhere

Authorized to work in the US for any employer

Work Experience

Family Life Specialist-PRN

Carole's House of Hope - Omaha, NE

February 2017 to Present

Previous case manager for residents of transitional living facility Assist with life skills, support, and personal development of residential safe house. Advocate for women and families in vulnerable situations. Ensure safety and overall wellbeing of clients. Provide day to day and long term supportive services. Connect with community resources to leverage support outlets.

Operations Manager

QCS - Omaha, NE

June 2018 to February 2019

Overseen corporate/business client accounts, provided recommendations to improve KPI’s and ROI. Liaison between client and telecommunications contact centers and internal team. Analyzed reports, QA, coaching and training of contact center agents and lead staff. Clinic Practice Partner Line - Manager

Medsynergies/Optum360 - Omaha, NE

April 2015 to December 2017

Drove business growth by leading healthcare operations contact center. Supported major healthcare system client locally and nationally. Provided operations and revenue cycle training to clinic lead staff. Hired, trained and overseen revenue cycle operations team. Developed KPI's, scorecards, metrics, SOP's to ensure client objectives were met consistently. Data analysis of weekly/monthly and quarterly reports. Workforce management-leveraged staff/resources to meet need of clinical staff. Developed and maintained relationships with client locally and nationally. Presented quarterly outcomes to clients and clinic administrative staff. Payroll, budget, performance reviews and other duties as needed.

Notable Accomplishments:

• Promoted within 30 days.

• Spearheaded the start-up of the department locally. First contact center in region. Building solid relationships locally & nationally with new clients.

• Facilitated weekly meetings with executive leadership to identify opportunities for improvement, establish relationships, and tailor service(s) to individual markets. Rainbow House Associate

Children's Hospital - Omaha, NE

July 2013 to June 2015

Supervised and safeguarded that the hospitality house operations ran smoothly. High level customer service. Ensured that families of patients were comfortable and provided any needed services during their stay. Arranged scheduling via phone prior to hospital stay. Worked with social worker's when needed.


Infogroup - Papillion, NE

May 2014 to April 2015

Responsible for leading, supervising and coaching a staff of 25 to 30 associates, including monthly performance reviews. Overseen day to day operations of B2B marketing call center. Coordinated processes and activities in the Call Center to ensure departmental/organizational guidelines are followed. Overseen and developed team, ensured departmental objectives and metrics were consistently met. Worked independently and as a team to recognize and resolve departmental gaps. Introduced new scripting and methods to the team for optimal client outcomes. Handled all payroll functions and facilitated weekly meetings.

Notable Accomplishments:

• Team building amongst staff and improved staff development

• Organized incentives to recognize staff achievements

• Developed and implemented department newsletter to show outcomes and recognitions. Director of Intake and Prevention

Heartland Family Service/Metro Home Base - Omaha, NE August 2013 to March 2014

Overseen regional triage contact center that served homeless and near homeless individuals and families. Hired and trained staff. Assisted with development of standard homeless intake in tri-county area according to HUD standards. Community engagement. Educated homeless agencies on HUD funding requirements and tailored our services around mandates. Self-sufficiency-connected with community agencies for resources to assist near homeless. Collaborated with community partners to leverage functional and relevant resources to reduce homeless recidivism. Advocated for homeless and near homeless families to ensure that equal access to housing and case management was available. Program Director

Stephen Center Emergency Shelter - Omaha, NE

August 2012 to August 2013

Responsible for the day to day management and operations of emergency homeless shelter for individuals and families. Supervised staff, interns and volunteers. Responsible for advocating and ensuring the delivery of high quality case management and services to help homeless individuals return to and maintain permanent housing. Ensured intake was optimal and accessible without bias or discrimination for every resident. Assisted in developing programs and services for self-sufficiency in-house and by leveraging community resources. Collaborated with local and state legal entities. Ensured that program stayed within budget. Assisted in the expansion of the shelter to dual shelter/ transitional living facility.

Bridges Specialist/ Coordinator

Women's Center for Advancement formerly YWCA - Omaha, NE October 2010 to August 2012

Responsible for providing domestic violence/advocacy support services initially. Transitioned to developing and coordinating self-sufficiency program for women and families in poverty. Leveraged community resources to connect clients with relevant services. Provided coaching and mentoring. Facilitated implementation of behavioral plans to measure outcomes. Facilitated youth education at middle school after school programs. Assisted with development and implementation of wrap around youth academy for pre-teen/teens.

Family Strengthening Coordinator

Catholic Charities - Omaha, NE

June 2010 to January 2011

Responsible for recruiting and administering and evaluating assessments of clients/caseload ranging from 25-30 families. Coordinated family self-sufficiency program for low income/underserved families. Developed internal programs and services to help increase family engagement and self-sufficiency. Connected families to community resources and advocated/provided ongoing support to help eliminate barriers to self-sufficiency.

AmeriCorps Member

Omaha Healthy Kids Alliance - Omaha, NE

October 2008 to August 2010

Federal public service program. Assisted local nonprofit with advocacy and developing, facilitating childhood lead poisoning prevention services for disparate populations. Partnered with state, county and federal officials to develop and implement standard lead testing services in local elementary schools. Provided in home lead inspections in high risk zones. Provided lead prevention education to OPS youth. Provided education and assisted junior nursing students at Creighton University with outreach as part of their Pubic Health rotations. Connected with medical professionals to advocate for standard lead poisoning screening and testing during pediatric wellness visits. Molecular Diagnostics Coordinator

Nebraska Medical Center - Omaha, NE

September 2005 to August 2008

Overseen day to day operations of organ donation/forensics/core laboratory to ensure equipment/ reagent compliance, overall safety and inventory. Acted as support for manager. Part of Six Sigma team to evaluate efficiency of inventory supply system, implemented new system that improved delivery outcomes. Maintained NORS organ transplant database, communicated test results to internal areas, scheduled histocompatibility testing and maintained deceased files. Helped to advocate for awareness of the need for minority donors.

Patient Specialist

Nebraska Medical Center/University Medical Associates - Omaha, NE June 2002 to September 2005

Overseen day to day operations of Perinatology/OBGYN clinic for three physicians. Maintained physician schedules. Liaison for outside referrals. Coordinated care with genetic counselors. Assisted with ultrasound reporting. Ensured that appointments and visits were operating in an efficient manner with high level customer service.

Accounting Clerk VII

Federal Reserve Bank of Kansas City - Omaha, NE

May 1995 to May 2002

Provided accounting/reconciliation support for local banking institution's check deposits. Spearheaded implementation of first check imaging system. Trained new staff. Provided customer service to banks via phone as needed. Provided support and training for system upgrades. Education

MBA in Business Administration/Project Management

Midland University

August 2015 to December 2019

BGS in Sociology in Sociology, Biology & Black Studies University of Nebraska at Omaha - Omaha, NE

December 2010 to December 2019

Board of Nursing-public member

Professional Board-Nebraska State Board of Health - Lincoln, NE November 2017 to November 2018

Master's in MA Sociology-some coursework completed University of Nebraska at Omaha - Omaha, NE

August 2010 to August 2011

United Way of the Midlands in Board training program Midlands Heartland Blueprint graduate-Chair

2009 to March 2011


Case management. (8 years), coaching (5 years), healthcare (10+ years), Non profit operations (10+ years), training (7 years), Management (7 years), Coordinator (5 years), Case Management, Microsoft Office (10+ years), Operations Management (5 years), Operations (10+ years), Project Management (3 years), Program Management (6 years), Process Improvement (10+ years), Excel, inventory Assessments

Project Management Skills: Time Management — Highly Proficient March 2019

Measures a candidate's ability to prioritize and allocate time to effectively achieve project deliverables. Full results: Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.


State Board of Health

November 2017 to November 2018

Board of Nursing-public member

Additional Information


• Operations/Customer/Employee/Public Policy/Relations

• Call/Contact Center Management/ Operations Management (non profit/for profit)

• Policy/Procedure Development

• Staffing & Recruiting

• Manager/Coaching/Training

• Performance Management

• Program Development

• Project Manager

• Productivity/Process Improvement

Signature Achievements

* Designed an effective intake/case management program for homeless shelter to decrease recidivism.

* Part of Public Health initiative for childhood lead poisoning prevention-advocacy.

* Improved employee engagement and morale at call center (retention).

* Implemented local healthcare revenue cycle contact center to support clinic operations for major healthcare system. Four national markets were successfully launched from this hub, measured by increased revenue (ROI), client engagement and efficient operations.

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