Tinya Jackson Email & Phone Number

Jacksonville, Florida, United States

• A state-approved nonprofit scholarship funding organization that assists with administering four Scholarships for Florida schoolchildren.• Responsible for developing and managing the performance of exempt and non- exempt direct reports; providing prompt and objective coaching and counseling.• Liaison with 3rd party vendor for the contact center and processing team dealing with offshore agents in Jamaica and Canada. • Responsible for providing Call Forecast throughout the year for all scholarship programs, coordinating training for staff and consulting on staffing needs.• Responsible for ensuring SUFS/Solix employees have necessary call permissions and access to appropriate systems.• Makes recommendations regarding operational strategy and continuous improvement.• Oversee and create department metrics standards (including abandonment and average handle time metrics), volumes, and productivity reporting. • Develops and maintains key working relationships across the organization to ensure one call resolution and customer satisfaction.• Assist other departments to meet necessary deadlines when necessary.• Analyze trends and assist in Customer Experience and Operations management in creating action plans that determine a solution.• Analyzes trends and assists CX management in creating action plans that determine a solution.• Identifies and supports learning opportunities for the onboarding of our customers. • Partner with Dept of Education

Jacksonville, Florida, United States

Jacksonville, Florida

• Responsible for managing day to day activities in the SUFS service center department.• Responsible for monitoring all areas of customer service to include call center metrics and processing goals.• Responsible for the day-to-day management of a team of up to 25 representatives including developing, training, and mentoring associates to exceed performance expectation goals in the areas of AHT, Availability, adherence, and Quality Assurance Reporting. • Determine staffing levels and implement strategies to assist in effectively meeting the operational goals.• Assist in training employees with program knowledge.

Fleming Island, Florida

• Managed the operations of the financial center ensuring an environment of excellence and accuracy.• Interpret financial reports to drive profitability, find opportunities to drive success and hold a staff of 8 accountable for results.• Collaborated with regional financial centers to meet/exceed regional expectations to include sales goals.• Financial Center was recognized for exceeding individual financial goals for 3 quarters within a year.• Trained staff in financial services and knowledge of the financial industry and products.• Rotated and managed other Banking Centers within the Jacksonville area.• Proven record of balancing risk and making sound decisions while achieving business goals by auditing staff registers, cash vault and intake of currency.

Jacksonville, Florida Area

• Accountable for a team of up to 25 Pharmacy Technicians in a Compounding Pharmacy environment. • Educated pharmacy technicians on daily statistics, weekly reviews, 90 day/yearly Evaluations. Developed employee scorecards-reporting daily, weekly and monthly call and monitoring data.• Administered HR related matters to include performance improvement plans and disciplinary actionable items. • Direct management coaching and development of pharmacy technician staff and retention staff in a contact center environment.• Create & modify evaluation forms to ensure appropriate capture of key points for unparalleled patient experience. Create QA Reporting for daily, weekly and month end activities.• Analyze reports and data to improve customer experience.• Create a collaborative environment in which team members are encouraged to voice ideas and concerns via call calibrations.• Participated in the Pharmacy Technician new hire interview and hiring process. • Company authority with Contact Center Call phone (softphone)/Communicator and monitoring system to include engaging with Telecommunications Vendor on a daily basis. Assisted with the development of the “On-Boarding” process for new hires • Oversaw installation of call monitoring/softphone system/Call Routing system• Responsible for establishing and maintaining call routing for all departments for corporate office and (2) affiliate pharmacies.• Established, implemented and oversaw function of auto attendant system to allow callers to connect directly to requested department.• Provided timely, accurate and actionable ad hoc reporting on several lines of business to include Sales Support, Retention and Pharmacy for senior leadership

Jacksonville, Florida Area

ASSISTANT VICE PRESIDENT; MORTGAGE SERVICING TEAM MANAGER/DFS CONTACT CENTER MANAGER• Managed and coordinated a large segment of a mortgage loan servicing function with a team of 13 negotiators.• Established policies and procedures to meet contractual obligations established by Freddie MAC• Directly responsible for the execution of site level initiatives as identified by site leadership. Fully knowledgeable of assigned functional areas and had thorough understanding of entire servicing function• Prepared monthly forecast for loan production; reviewed performance reports and monthly statements to determine positive and negative performance and areas of improvement to specified metrics. • Responded to complex customer, investor-Freddie MAC, or third party inquires.• Functions managed have high monetary exposure and risk involving the processing of large $ volumes and regulatory restrictions.• Negotiated with various third parties and their attorneys to resolve outstanding debt issues and foreclosure avoidance.• Responsible for the day to day management of a team of up to 23 representatives including developing, training and mentoring associates to exceed performance expectation goals in the areas of AHT, Availability, adherence, and Quality Assurance.• Reviewed and coached to daily statistics, weekly reviews, monthly scorecards, quarterly/annual PME’s and yearly PYP’s.• Collaborated with Work Force Management to ensure proper scheduling and staffing. Monitored CMS/Total view/IEX to ensure proper floor coverage. • Participated with other lines of business to improve business continuity AS/DM and DFS Contact Center for a better customer experience• Conducted interviews for qualified associate’s and assisted in New Hire training. Assisted with the development of the “On-Boarding” process for new hires including Leadership Members• Trained Contact Center on Fraud Prevention.• Recognized by Chief Executive Officer for Outstanding Performance.