Tami King

Strategic Planning & Execution Organizational Excellence

469-***-**** Texas ad3mzb@r.postjobfree.com linkedin.com/in/tami-king-tx2024

PROFESSIONAL SUMMARY

Proactive and dynamic leader with 15+ years' experience, respected for executing strategic initiatives, enhancing team performance, and creating value-added programs. Especially successful in management roles that demand a high level of leadership, transformation, and dedication. Offering comprehensive background in driving operational excellence and program leadership to meet organizational goals.

AREAS OF EXPERTISE

Professional Skills Program Planning & Oversight Project Management Process Improvement Data

Analysis Team Leadership & Direction Performance Tracking and direction Stakeholder

Management Change Management Operations Management Customer Focused

Technical Skills Methodologies: Scrum, Kanban, Six Sigma, Agile, Waterfall, Kanban, CPM

Microsoft Office Suite Google Suite Monday Asana Atlassian Suite (Jira, Confluence)

Salesforce PMI Standards

PROFESSIONAL EXPERIENCE

Program Manager, Customer Experience Tebra Technologies, Inc., Texas, 2022 – 2024

Developed and implemented processes and systems for the Incident Response and Problem Management Programs across all teams aligning with ITSM standards. Rapidly expanded scope of responsibility to include the Customer Experience Program, partnering with senior leaders to address performance, workflow, and quality issues throughout the customer journey.

Created and facilitated our company incident response program by partnering with executive stakeholders to drive visibility, accountability, and process improvement resulting in 63% reduction in incidents year-over-year and improved time to resolution of 58%

Identified customer insights and key drivers of negative and positive customer experience based on analysis of both relationship (NPS) and transactional (CSat) surveys sharing insights and recommendations on changes to potentially improve product and services resulting in a 22% lift in CSAT over 120 days

Identified improvement opportunities and developed systems, tools, and process automation to reduce customer effort and enable teams, partnered with call center operations to improve agent proficiency, reducing open customer case volumes 72% and an 80% decrease in case age within 90 days

Manager, ITSM Service Desk Experian Consumer Services, Allen, TX, 2017 –2022

Hired as Strategic Alliance Manager to build collaborative, cross-functional partnerships in order to improve operational excellence. Eventually commissioned to transform struggling contact center help desk and shapeshift them into a successful, agile IT Service Desk, growing the department by 400%. Took charge of implementing technical projects and solutions and was invited to participate in executive High-Performance Cohort.

Designed and led an 18-month hyper care to support a $28+MM new technology infrastructure supporting a global contact center organization, yielding over $5MM in annualized savings by managing a cross functional team to gather business requirements, directing implementations, and successfully launching 18 unique deployments in all 7 contact center locations, including 3 countries for 2000+ users.

Selected to lead the organization’s first ITSM team for the contact center organization that yielded a 98% first contact resolution by establishing process and procedures, training team members in ITSM processes; Managed day-to-day operation of the IT Service desk supporting over 1400 users

Launched inaugural Work-from-home technology strategy, roadmap, and team within 2 weeks of identifying the opportunity. Successfully deployed over 1,200 agents and support staff in over 6 locations in North American and Latin America to move to a remote environment including deploying hardware, training, timelines, and building post-deployment support model.

Regional Operations Manager Lifetime Fitness, Laguna Niguel, CA, 2010 –2017

Earned a series of promotions due to assertive leadership, program innovation, and consistently exceeding revenue targets. Held full accountability for all functional operations, including P&L management, program development, marketing, hiring, developing, and leading a team of 500+ direct and indirect reports.

Direct responsibility for $2.4MM regional budget and contribution margin, Exceeded revenue targets YoY by 24%

Directed operations of four clubs for the region with responsibility for their budgets and revenue targets, along with designing marketing creative, collateral and program implementation.

Responsible for optimizing departmental performance and excellence to reach or exceed revenue goals. Consistently delivering high quality service and assisting in the growth and retention of members.

EDUCATION and CERTIFICATIONS

Bachelors; Business Leadership

Lean Six Sigma Black Belt

Scrum Master Certificate