Sharla Thomas, Mba, Pmp Email & Phone Number

Greater Tampa Bay Area

Greater Tampa Bay Area

 Analyze, implement, and monitor workforce planning initiatives to optimize and scale the evolving workforce with short and long-range plans with respect to headcount reviews, forecasting and business scenario planning. Effectively collaborate with business leaders, Finance, and other stakeholders to review existing and future workforce needs and ensure alignment with business objectives and financial goals. Manage cross-functional relationships, including service vendors, and internal/external development teams that involved managing and overseeing correspondence and reporting.

Greater Tampa Bay Area

 Led an organization of over 100 MSRs, working closely with management to provide strategic leadership to implement processes for high quality member support. Directly managed several supervisors to execute needs across day-to-day technical coverage, triage, and escalations. Created and fostered processes that drive engagement of both direct reports and other team members, to ensure quality outcomes and deliverables

Greater Orlando

Huntsville, Alabama Area

I managed department operations by allocating resources, scheduling deliverables, delegating daily responsibilities, evaluating challenges, and designing process, policies, and procedures that advanced continuous improvements to operating logistics and workflows. I identified cost savings measures and ways to reduce capital and operational overhead. I conducted weekly and monthly performance analysis of cell center employees through call monitoring, KPI results and report data. I handled escalated calls and emails to ensure customer satisfaction by documenting and analyzing client concerns, which resulted in recommending and implementing a resolution action plan. I provided full scope training curriculum development in new vendor launch to equip call center employees to support home electronic products. This included developing process guides and comprehensive assessments. I contributed to the long-term effectiveness and success of the organization by participating with peers in the development, evaluation, and execution of strategic plans. A few of my primary accomplishments included:• Increasing tool utilization over 120%, which correlated to 10% improvement in customer satisfaction and resolution metrics• Enacted and managed a process change that resulted in a 95% cost savings improvement

Project management, served as subject matter expert (SME) for client solutions services and employee systems by providing support and solutions for onboarding, product initiatives, process improvement, and account management.Collaborated with national virtual team of peers and HQ support using online meeting collaboration tools such as WebEx, Go-To-Meeting, and SharePoint.Managed local department operations in coordination with facilities/real estate, IT, HR, and leadership teams.Created and facilitated workshops for system enhancements, ongoing learning, and job immersion program (G.O.A.L.).

Huntsville, Alabama Area

I spearheaded the department implementation of the Huntsville location by hiring initial staffing of 40 employees from an applicant pool of over 800 and fulfilling the launch of the government’s first expansion center. I successfully reduced absenteeism rate month-over-month, while improving quality and efficiency results. I planned, organized and assured effective customer support services for internal and external users for the purpose of providing exceptional customer service that exceeds expectations. I developed and fostered a center philosophy around continuous improvement and supporting company values. I also planned and directed the work on complex projects necessitating the origination and application of new and unique approaches.

Managed call center and operations support for government accounts service teams, including quality assurance, resource management, technical support, and internet correspondence.

Led teams of customer support agents in various functional disciplines, including new hire training, transition, and new account service.

Master Of Business Administration (M.B.A.), Business Administration And Management, General

Bachelor Of Science (B.S.), Management, 3.6

Activities and Societies: Alumni Association, Forever A Phoenix Scholarship Selection Committee

Chemistry

Activities and Societies: Community Reach-Out, Adopt-A-School, Black Student Union, Caribbean Cultural Exchange, Intramural Sports.