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.

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.
• 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.

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.

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.