Tonya Webber Email & Phone Number

Richardson, Texas, United States

Richardson, Texas

Richardson, Texas

Dallas/Fort Worth Area

Directed staff of 320 personnel and managed budget of $12.5 M annually.Developed and implemented a gamification program to improve employee morale, increase sales and track the success of employees from recruitment through production. Reduced attrition by 16% in 4 months by fostering a culture focused on employee engagement and retention. Re-defined job descriptions and core competencies for recruiting top talent to achieve client goals.

Hickory Creek, Texas

Directed staff of 150 personnel and managed budget totaling $18 M annually.Established performance goals for each department and provided feedback on methods for reaching those milestones.Designed and implemented a pay for performance bonus program, resulting in improved employee morale and efficiency gains. With a focus on high performance, made process improvements, resulting in a 15% decrease in handle time, while improving the customer experience.Decreased attrition by 10% in the first 6 months through employee engagement measures.Designed and executed a program that raised Customer Satisfaction scores from 74% to 92% with an 81% top box in agent satisfaction.Implemented specialized quality program that resulted in a 15% increase in agent quality scores.

Irving, Texas

Overall responsibility for direct management of key accounts representing $20 M annual revenue.Project management of new initiatives such as IVR optimization and specialized quality programs.Drove Operational improvements resulting in retention of client and 30% revenue growth.Saved organization $1M through resolution of high-risk situation.Leader of Root Cause Analysis; developed processes to cure issues and prevent re-occurrence.Managed issue resolution between multiple clients, operations and executive teams to achieve closure of challenges for clients.Mentored the departmental team, which boosted efficiency, success and morale among employees.