Tammy Alexander-Epps Email & Phone Number

Jackson, Ms

Comcast Retention Services Center, Jackson, MSProvided executive-level leadership with full accountability for all phases of services provided by the customer account executive.RETENTION SERVICES CENTER MANAGER (2014 to Present)Maintain highly valued customers by utilizing key relationship building skills and effective customer service techniques. Apply considerable management talents toward conducting benchmarking studies and special projects, enforcing call center quality assurance, and defining best practices for operations and account management.Selected Achievements• Spearheaded strategic planning, development, and staffing for new hire mentoring program; reducing agent attribution within the first 90 days of production. • Pioneered a retention department and oversaw as many as 300 sales and retention specialists during Xfinity Mobile implementation• Ensured highest readiness maintaining staffing requirements, duties included shift patterns and number of staffs needed to meet demand; interviewing 200+ applicants per year.• Conceptualized and initiated action plans for daily operations, established work priorities and ensured customer inquiries are handled effectively while meeting cost, productivity and quality goals.

Meridian, Laurel And Hattiesburg Ms

Comcast, Meridian / Laurel and Hattiesburg, MSSuccessfully headed all phases of the payment center to outperform financial target goals, customer satisfaction scores and customer service center operations utilizing cost-effective methods.PAYMENT CENTER MANAGER (2012 to June 2014)Trained, coached, and motivated employees in performing at optimal levels. Established personal performance plans with staff and provided continuous performance feedback and quarterly performance plan reviews.Selected Achievements• Achieved above standard results through report analysis, identifying trends, defining the problems and developed appropriate solutions, as well implemented new processes for team to become more efficient.• Introduced wholesale changes to address explosive staff growth while maintaining cost overheads despite staffing and training increases; built talented, performance-driven home-based teams.

Jackson, Ms

Comcast Retention Services Center, Jackson, MSProvided management support to retention team by establishing goals, quarterly, and annual performance reviews.RETENTION SERVICE CENTER SUPERVISOR (2011 to 2012)Partnered closely with several internal departments to develop a successful and productive team to boost competition awareness, overcome objections, and bridge gaps of opportunities for maximized service results. Facilitated positive employee relations by fostering an environment of open communication, approachability, fair, and consistent treatment of employees.Selected Achievements• Evaluated and managed quantitative and qualitative performance metrics for proper communication to management and staff to promote service excellence and individual personal growth.• Utilized resources to address complex customer issues in a responsive and timely manner to enhance the company's reputation and create moments of excellence for customers.

Madison, Ms

 Responsible for delivering all facets of recruiting success throughout the organization. Partners and interacts with all levels of management on the planning, and subsequent execution of successful recruiting campaigns. Plays a critical role in ensuring prospective students are matched with the best possible opportunities that the institution has to offer Responsible for management of the entire lifecycle of the Educational Recruitment Process: to include but not limited to: Conducting face-to-face, phone, and email interviews and capability assessments whereby each prospective student’s educational needs, concerns and interests are uncovered and addressed. Assist in student pre-and post-enrollment care including registration, student retention, counseling, and financial aid advice. Coordinates special events, open houses, and student orientation events all in support of the organization and the students it serves.

Fairfax, Va

 Responsible for managing and monitoring personnel, including performing payroll duties, staffing, training, hiring, addressing violations to company policy, documenting processes, implementing new policies and procedures, and maintaining established budget.  Provided professional project and program management services for MDA’s Homeowners Assistance Program and other Community Development Block Grant Programs.  Key participant in weekly project meetings, providing progress status and suggestions for improvement to ensure that the goals of MDA are met.  Resolved escalated issues from the Governor’s office and the MDA Helpdesk that may have included addressing issues with the US Department of Housing and Urban Development, National Flood Insurance Program, Federal Emergency Management Agency, Small Business Administration and Mississippi Emergency Management Agency.

Madison, Ms

 Contribute dynamic leadership skills in managing all levels of employees, with full accountability for performing payroll duties, monitoring LOA hours and addressing violations to company policy. Spearhead diverse administrative activities ranging from recruiting, training and performance evaluation to collaborating with internal teams and Call Centers to constantly improve procedures. Successfully identify, isolate and determine a resolution for process or product issues, demonstrating exceptional analytical and troubleshooting skills in achieving operational goals and timelines. Proficiently perform notifications and escalations with Technicians, Supervisors, Technical Managers, Dispatch and Call Center Personnel.

Clinton, Ms

SkyTel Communications, Inc. - Clinton, MS (Verizon Business) 1994-2007Supervisor – Major Account Billing (2000-2007) Exhibited solid leadership qualities in interviewing, hiring, training and performance evaluations, as well as terminations and employment hearings. Effectively planned, delegated and managed project and account assignments, illustrating exceptional project management and multitasking abilities. Conducted comprehensive review and analysis to forecast training needs utilizing quality assurance measurements.Supervisor-Customer Service Department (1994-2000) Applied sharp managerial skills in supervising and leading representatives assigned to the Customer Service Email Desk, with strong focus on optimizing productivity and efficiency. Built and established key relationships and effectively liaised between internal and external departments Interviewed, hired, and trained dynamic personnel to optimize project support. Relied upon to lend expertise toward actively mentoring new hires, playing a solid role in supporting the development of top-performing team members. Managed and monitored email activity of the Customer Service Email database, integral to boosting performance. Resourcefully developed, modified and implemented motivational programs for the department.

Certificate, Human Resources Management/Personnel Administration, General

Bachelor Of Arts (Ba)