Carla Boyd Email & Phone Number

United States

United States

Manage a team of 30+ remote associates responsible for answering flooring inquiries via phone, chat, and email from consumers, territory managers, sales teams, and builders. Responsible for creating workflows for the various products that the team supports. Maintain staffing levels to ensure accurate coverage for the different groups that fall under my direct management hierarchy. Partner with IT and Marketing teams and help create internet chat bots for website interfaces to ensure consistency and accuracy. Complete audits for cost efficiency. Produce reporting to help with creating and maintaining KPI’s. Resolve escalated issues. Monitor and provide timely feedback to associates. Conduct monthly meetings for each group under my direct management.

Directly manage a team of remote associates responsible for reviewing credit applications & responding to store & customer inquiries concerning credit decisions. Create job aids for the department to maintain compliance within Federal Laws. Partner with Risk & Legal Departments to mitigate risks & recommend strategies for customer & company success. Oversee processes to maintain that they are accurately executed in accordance with policies, procedures & company expectations within specified timeframes & SLA’s. Ensure that the associates are providing the best in class service to internal & external customers, with optimal efficiency, compliance, & accuracy. Maintain staffing levels to ensure proper coverage. Resolve elevated credit issues. Monitor & produce reporting on team productivity statistics, customer fraudulent activities, live/recorded phone calls audits, & internal actions within systems. Complete annual associate Performance Reviews & develop/review associate’s individual development plans. Develop & conduct effective team meetings.

Led associate development, inspired engagement, & maintained exceptional quality of service for all CarMax Auto Finance customers. Created & executed strategies to drive ongoing business improvement. Through frequent analysis & reporting, tracked successes & based on results created incentives to motivate & reward associates for peak performance. Resolved elevated customer issues. Maintained visibility to motivate, answer associate questions & to monitor productivity. Created, approved, & tracked incentive plans. Monitored associate productivity statistics. Reviewed associate schedule requests & analyzed associate coverage to ensure scheduling met required business needs. Conducted phone monitors/account audits to evaluate the quality of service provided. Completed month end reviews with Sr. Specialists & associates to provide performance feedback. Conducted technical training & educated associates regarding CarMax philosophies. Performance managed associates. Recruited, interviewed, made hiring decisions. Completed annual associate Performance Reviews & developed associate’s individual development plans. Developed & conducted effective team meetings. Completed side by side’s & sit-ins to provide ongoing coaching & training. Analyzed & tracked department trends based on data & recommended/implemented policy updates. Ensured compliance with company policies & procedures. Participated in creating department goals.

Greater Atlanta Area

Managed 8 PM’s orders for the State of Georgia. Worked with the PM’s on their projects by running reports to show where they are within the designated timelines for completion. Partnered with the State of Georgia to discuss & establish processes for the PM’s under the State of Georgia contract. Complied within the guidelines of contractual language. Audited projects & provided timely feedback.

Greater Atlanta Area

Managed a dedicated account team that supports General Business and Government accounts in the Southeastern region. Motivated and managed team by encouraging positive and professional behavior all while ensuring accuracy throughout support cycle. I am responsible for personnel management including-but not limited to-recruitment, training, performance management/appraisals, salary administration, terminations, and a commitment to diversity; and I maintain and report Customer Care performance metrics. Lead multiple projects to revamp outdated documents and streamline processes as well as provide program management support. Perform quality audits on the team and provide monthly one on one coaching sessions with reps to team to ensure success. Escalation point of contact. Held weekly meetings to ensure the team is in compliance and clear on expectations.

Greater Atlanta Area

Provided leadership to my team to ensure time management/work balance and productivity throughout the customer Wireless lifecycle. Provided coaching and development/one on one sessions with the representatives to ensure correct and concise information is provided to the customer and Sprint peers in different organizations. Motivated the team and acknowledge their success. Facilitate meetings to provide up to date information so that the representatives are fully aware of project spectrum and deadlines.

Greater Atlanta Area

Served as single point of contact to customer with complete ownership and accountability for matrix management of the customer lifecycle, from customer acquisition through billing activation across the product portfolio. Provided facilitative leadership to a diverse team responsible for the design, engineering and implementation of highly complex integrated product/network solutions. Served as a subject matter expert in service, production, or support area of responsibility. Provided support for new hire training, managing escalations, and support supervisor on data gathering and analysis. Performed Quality Audits on team monthly.