TANYA M. WILSON

704-***-**** adt7ge@r.postjobfree.com

Assistant Vice President

Goal-driven executive highly organized and insightful successful at building and leading award-winning customer contact centers. Over 20 years of experience in tactical and strategic business leadership with expertise including managing business process change for maximum results with effective planning, organization, and communication skills as well as a solutions-oriented approach to problem-solving. Keen focus on implementing optimal services working closely with the senior leadership team to drive the company's vision and ensure alignment and integration across all programs.

CAREER SUMMARY

Proven record of developing business and leading teams that consistently produce quality results including start-ups

Fifteen (15) years of operational develop in establishing a highly rated medical call center of at least three hundred agents

Successful management of offshore vendor

Expert in launching multiple call centers simultaneously including creating rescue strategies

Knowledgeable in building strong call center infrastructure that drives results

Operational development and implementation expertise

Strong skills of solid understanding of budgeting, communications, and call center technology

History of dynamic project management delivering projects on time and under budget

Knowledgeable of current trends in field both within and outside of current industry

Excellent communication in Customer Relationship Management (CRM)

Excellent in building high performance teams

Public speaking and facilitation abilities

Management experience with Time Warner/HBO brand

Passionate about “Customer Care” and Client Services

EXPERIENCE

Optum 360

West Med Medical Group (Practice Partners) 2012-2022

Assistant Vice President of Contact Center/Director of Patient Services Charlotte, NC Westchester, NY

Led the build and establishment of the patient contact center in Charlotte, North Carolina. Successfully transitioned the patient contact center formally in Westchester County, New York, to the current location in Charlotte, N.C.. Beginning fifteen (15) years ago, with two hundred physicians and forty associates, to currently more than four hundred physicians across twelve locations in New York and Connecticut. Center manages 2.5m calls/year inclusive of multiple specialties with 250 associates; inbound and outbound volume, including overseas outsourcing.

Built and maintained an effective partnership with Quality and Training Departments, as well as human resources in the recruitment of key players skilled and committed to driving results day over day.

Saved organization two million dollars in 2017, 2018 during the maiden year through the implementation of improved processes and technology, Six-Sigma principles. Results are attributed to the ability to lead and build strong teams, i.e., managers, workforce, supervisors influenced positively to reach their best performance.

Extremely strong with a proven execution of increasing and maintaining a brand of loyalty, commitment, excellence, and integrity amongst staff internally and externally.

Time Warner Cable 2006-2011

Director of Customer Operations Charlotte, NC

Managed customer care operations providing inbound customer support to a subscriber base of approximately 450,000 customers. Served as the operations leader generating significant impact through the strategic and tactical direction of an inbound call center.

Provided direct leadership over eight managers, and indirect leadership of approximately 350 employees. Through the implementation of improved processes and management methods has successfully generated higher ROI and workflow optimization.

Significantly improved national ranking by 50%, while being instrumental in winning “Most Improved Division.”

Developed and directed the management of our Customer Care Center ensuring customer satisfaction, improved call efficiency, low abandonment, and increased revenue through up selling and promotional programs and improved employee product knowledge and training.

Successfully reduced of attrition by 20% and implemented processes and systems that will generate higher productivity and revenues. Interact regularly with executive team and individual department heads to ensure that company’s operational priorities are aligned with total company direction.

Consistently investigated and introduced process improvement measures and present suggestions to Vice President for consideration. Participated in vendor negotiations to ensure product relevance and cost efficiency.

Time Warner Cable/HBO Columbia, S.C. 2002-2006

Director of Customer Operations Columbia, SC

Managed customer care operations, which provides customer support to a subscriber base of approximately 350,000 customers. Responsible for execution of sales process design and implementation of operational supports that drive the sales process including the development and refinement of process design and implementation from “opportunity to close.”

Responsible for all inbound customer interactions throughout South Carolina Division. Specific areas of focus include sales and retention, account services, and tier one support. Provided vision and direction to customer care center with a total staff of approximately two hundred full time employees.

Functioned as a liaison between the sales organization and marketing department to coordinate the implementation and maintenance of product specific marketing efforts. Communicated to the organization and customer base, company direction, values, and changes related to Customer Care.

Served as the Director of leadership managing the Provisioning and Confirmation Digital Phone Team.

Launched and later expanded online customer care and escalations team.

Transitioned department toward a paperless environment through the development of an intranet site with online tools (Customer Resource Center) later adopted division wide.

Oversaw retail center operations within Columbia DMA. Former member of the project management team responsible for design, development, and deployment of new Harden Street location under the direction of Vice President General Manager.

Developed budget and training plans that served the best interest of the company. Worked to build and maximize relationships with key internal and external customers through strategic planning and implementation of best practices related to operations.

Partnered with IT on the acquisition and implementation of innovative technologies related to customer care. Used a continuous improvement mentality, works to improve consistently, quality of service and work process efficiencies by identifying external best practices.

Developed appropriate metrics to enable an elevated level of customer care in a cost-effective manner. Proven history of motivating and leading all team members to build a solid work force.

Manager of Customer Operations 2000-2002

Provided the highest level of customer service in the most cost-effective manner by managing the day-to-day activities within the Columbia Call Center. Successfully led the transition toward improved service metrics resulting in positive trends toward the industry standard.

Served as project manager in the transition of four call centers into the Columbia location growing staffing from 40 FTE to approximately 130 FTE. Provided operational design and development, moving operation from a “phone answering center” to a call management center focused on CRM. Successfully managed through shift in culture.

Developed and maintained standard of operations specific staff to volume and execution and implementation of departmental policies. Developed metrics and reporting strategies within an environment void of historical data, allowing for a more granular view of departmental strengths, weaknesses, opportunities, and threats. Interfaced effectively with IT Department to evaluate present technology and advice on updating systems.

Provided guidance and leadership in recruitment and training departmentally. Successfully launched and managed in-house quality monitoring department and managed Workforce Department.

Home Box Office (HBO) 1998-2000

Marketing Operations Manager Columbia, SC

Second-level management executive, reporting directly to Director of Marketing. Liaison between Columbia operations team supporting HBO.

A-List Celebrity support within HBO Brand

Focused specifically on areas of general operations and marketing, specifically in the areas of trend analysis and forecasting.

Single Point of Contact between APAC management outsource and internal departments, as well as competitive vendors. Key contributor in training design and development.

ADDITIONAL EXPERIENCE

Published Author and Speaker

Training Manager of Operations, Chicago, Illinois; Atlanta Georgia

EDUCATION

-University of Maryland, Communications and Organizational Design

-Southern Wesleyan University, Columbia, South Carolina

-Cappella University – Applied Positive Psychology

-Erickson College – Master Coach Program

A myriad of executive/professional/technical certifications and Boards.

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