Tamara Nelson Email & Phone Number

West Bloomfield Township, Mi, Us

Orlando, Florida, Us

• Managed a team of 64 employees across national virtual operations and on-site locations in Rochester Hills, MI, and Lansing, MI• Conducted a comprehensive review of Call Center operations to identify improvement opportunities, and implemented a targeted action plan with a quality control program to ensure ongoing performance measurement for an average of 1200+ calls per day• Created and implemented a quality control initiative that successfully reduced 800+ daily voicemails to zero • Presented an efficiency improvement plan and secured approval from senior leadership––vetted and contracted with an 8x8 phone system provider, successfully launching a company-wide implementation plan to install the new system and training 500+ employees • Reduced AHT (Average Handle Time) from 14 minutes to 4 minutes and ASA (Average Speed of Answer) from 60 minutes to 3.5 minutes• Selected by peers as 1 of 3 company-wide employees to be honored with Center for Digestive Health 2023 Leadership of the Year Award for Exemplary Performance and to be recognized by Executive Leadership Team

Detroit, Michigan, Us

• Directed eight inbound and outbound Customer Care and Tech Support team members across five product lines for a start-up• Developed and implemented internal processes, trained staff on procedural updates, monitored KPIs, and oversaw medication test studies • Enhanced customer satisfaction by 38% through comprehensive staff training and introduction of employee recognition programs

Wixom, Us

• Oversaw Customer Care operations, including Call Center sales and scheduling for Jerry Baker and Bakers Best Health programs• Trained and upgraded 70% of Call Center staff within four months, leading to increased productivity and higher customer satisfaction rates• Developed departmental processes, SOPs, and training materials––improved team morale by implementing performance incentives• Implemented a quality control process that improved customer communication and drove a 40% increase in average sales revenue• Collaborated with the IT team to design and launch a CRM system, enhancing workflows and optimizing team performance• Initiated a restructuring of Customer Care Department operations and Call Center functions for American Master Products, Inc. • Identified 30% of Call Center employees that were coachable and implemented a training and mentoring program; dismissed and replaced the remaining 70% of Call Center staff • Reduced AHT (Average Handle Time) by 40%, customer satisfaction surveys improved by 88% and staff was retained 100% for 2-years

• Supervised a 150-member Call Center team across three locations while managing $15M in client programs, with key account responsibilities spanning industries for clients such as PetSmart, Smart Tuition, and Urban Lending• Elevated and sustained Call Center QA scores in the high 90th percentile while reducing Average Handling Time through continuous process improvements, targeted staff coaching, and incentive programs• Played a key role in successfully transitioning a client program to the Five9 platform, ensuring seamless functionality and alignment• Applied strategic sales techniques to upsell additional services, strengthening client relationships and expanding revenue opportunities• Led the launch of multiple client program divisions, driving growth and delivering tailored solutions to meet client needs• Spearheaded development of new call center operation for PetSmart, a newly signed key retail account for Dialogue Marketing• Utilized creative and proactive planning, time management and execution skills to build a team of 150 Call Center Agents and Supervisors, design training materials and collaborate with IT management to coordinate call center functionality on and off site

Livonia, Michigan, Us

• Directed local media optimization across multiple channels, including mail, newspaper, in-store, and online, for a leading U.S. media and marketing organization, advancing into leadership roles over a 15-year tenure • Managed key retail accounts such as Walmart, KinderCare, Kmart, Supervalu, Shoprite, Safeway, Kroger, Save.com, and Procter & Gamble• Led the development of operational systems, communication tools, and partnership strategies, achieving $800K in sales within two months• Enhanced direct-mail revenue from major retail clients, growing it from $5M to $45M in two years through tailored client strategies • Expanded the retail client base from two major retailers to over 80 in six months by driving targeted acquisition and partnerships• Increased annual output of direct-mail programs from 7 to 346 in three years by streamlining workflows and introducing scalable solutions• Contributed to the design of a company-wide web-based system that centralized retailer data, reducing costs by 40% • Designed and implemented an operations workflow for a mass media product, generating over $10M in incremental revenue within six months for a dot-com client