Tiama Cole Email & Phone Number

Lake Mary, Florida, United States

Lake Mary Fl

Deland, Florida

Spearhead customer care operations with a team of up to 200+ Video Repair employees including customer experience, career development, employee relations, project management, and cross-functional collaboration.• Contributed to the companywide Escalation to Dispatch project by recommending auto-dialer implementation to prevent ticket coding by dispatchers without making customer contact reducing non-compliance from 50%+ to <10%.• Advanced organizational goals improving Average Handle Time, First Call Resolution, and Voice of the Customer maintaining a ranking in the top 3 of 10 Video Repair Call Centers in Quarter 1 of 2019. • Collaborated with the Human Resource organization and VP to structure and implement Return to Work conversations with front-line employees resulting in a sustainable decrease of unplanned absences to <6% and a top two Video Repair attrition rate of 27.4%.• Overcame objections from Engineers, Operations, and IT by gathering customer inquiries and concerns regarding the Video on Demand platform resulting in the deployment of a patch fix and an increase in product success rate from 50% to 90%.• Leveraged behavior-based coaching to identify and address drivers of AHT resulting in a reduction from 800 seconds to a consistent 430 seconds. • Enhanced and increased the frequency of leadership and front-line coaching with specific action plans and weekly follow-ups achieving an increase in internal promotions by 20% from 2018-2019.• Recognized by the Vice President for outstanding performance with the Charter Achievement and Charter Distinction Awards.

Deland, Florida

Led customer care team operations with up to 20 direct reports including quality assurance, performance management, observations, and hiring management.• Conducted hiring management activities such as recruiting, interviewing, and selection of 100+ top-talent candidates over three years and completed the onboarding process with system access and equipment setup.• Implemented behavior-based coaching to ensure client satisfaction and to maintain a 90%+ quality score.• Provided engaged, collaborative leadership to supervisors and leads by facilitating one-on-one coaching, developing performance plans, and recognizing outstanding performance.

Bachelor Of Business Administration - Bba, Business Administration And Management, General

Associate Of Arts - Aa, Business Administration And Management, General

High School Diploma

Activities and Societies: varsity basketball