Tabitha Ray Email & Phone Number

Tucson, Arizona Area

Operations Manager (08/15 –Present)iQor Holdings (7820 E. Broadway Blvd, Tucson, AZ 85710)Manage a project for a high end insurance company Develop and manage supervisors and trainersReport billing hours weekly/monthly for client invoiceDevelop and facilitate leadership training weeklyDrove several initiatives to improve hiring process, procedural quality and customer experienceWork with client workforce management team to manage service levels and shrinkage

Tucson, Arizona Area

Provide direction for 8 Managers/8 Trainers to support center consultants. Managing staff, supporting HR and providing department statistics for senior management at the corporate level Redesigned staffing attendance to support training and human resource hiring

Tucson, Arizona Area

Team Manager (11/06-10/13)Sears Holdings (1455 S. Butterfield, Tucson, AZ 85714)Provided exceptional customer service while maintaining structured service level commitmentsDeveloped and managed workflow schedule to maintain inbound volume and consultant interactions; increased consultant motivation and member satisfaction scores Designed QA form to align with company values and outside monitoringDeveloped and managed workflow schedule to maintain inbound volume and consultant interactions; increased consultant motivation and member satisfaction scoresLed Top Rank Team 8 months in row; maintained all service level goals and customer satisfaction scoresCreated consultant workshops to drive performance in handle time and quality. Assignment - Philippines 2011 - 2012 Train and Educate new staff for "Chat Assistance" and provide service level reporting feedback Upon completion of training the team exceeded conversion, sales goals with the highest chat rating to dateInterim Sales and Service Manager/Training Manager (02/10-08/10)Sears Holdings (1455 S. Butterfield, Tucson, AZ 85714)Provide direction for 8 Managers/8 Trainers to support center consultants. Managing staff, supporting HR and providing department statistics for senior management at the corporate level Redesigned staffing attendance to support training and human resource hiring