Tyler Gunnell Email & Phone Number

Draper, Ut, Us

Draper, Ut, Us

New York, New York, Us

Vice President of Vendor Risk Management for Platform Solutions businesses

New York, New York, Us

Associate of Vendor Relationship Ownership and Risk Management for Platform Solutions businesses

New York, New York, Us

Lehi, Utah, Us

- Support various departments (i.e. Customer Service, Tech Support, and Scheduling) and execute cross-training initiative to enhance the customers experience and first call resolution- Implement customer support strategies that drive the organization toward achieving world-class customer service levels- Recruit, mentor and develop customer service supervisors, team members and nurture an environment that can excel through encouragement and empowerment- Analyze and track department trends based on data/reporting and recommend/implement policy or procedure updates - Provide ongoing leadership and motivation resulting in employee development, personal job satisfaction, and retention - Develop technical project plans, proposals, reports, task order and administrative reporting

Dallas, Texas, Us

- Managed defined support services including planning, development, implementation and maintenance for one or more accounts - Responsible for driving quality, ensuring schedule adherence, meeting key metrics and managing the overall day to day well being of the needs of the account- Developed direct reports through creating individual development plans, coaching these individuals to achieve their objectives and evaluating their performance- Worked closely with the site Training Manager to insure agent training curriculum for both new hires and ongoing training are accurate and up to date- Facilitated effective and appropriate communication between the account management team and the support services staff within the call center- Developed and maintain client rapport and ensure client satisfaction as measured by end user satisfaction, client surveys, and other client feedback- Analyzed individual, team and program/account performance on a regular basis, perform root cause analysis and develop corrective action plans when necessary- Maintained a high level of understanding of the client and their industry to assist sales staff in identifying new business opportunities- Communicated regularly with upper management regarding the account’s performance. Bring areas that are out of compliance with contractual agreements to their attention and provide improvement plans- Deliver results of the account and team through Business Reviews and team meetings as necessary to the client, site management and executive team- Defined measurement systems to accurately monitor and report performance and client satisfaction metrics to the client, the company and the employees- Provide accurate, timely and professionally written or verbal, statistical reports to management for historical, current status and forecasting purposes (including, but not limited to, budgets, pricing, revenue, staffing, training, seating, etc.)

San Jose, Ca, Us

- Managed, coached, and developed international volume teams of 15 to 20. Including those that speak Russian, Portuguese, and Spanish.- Assisted with BU strategic expansion into international markets by working as operation point of contact to partner with support groups in establishing a new global customer service department for eBay.- Traveled to Russia to establish new operations with our outsource partners. Continued responsibility in managing and building working relationships as point of contact with external vendors.- Set and clarified expectations and implemented accountability systems for the team and teammates.- Created a high performing and engaging work environment.- Coached a diverse team to deliver “best in class” customer experiences resulting in loyal customers.- Created value for the company via effective utilization of resources and process improvements within our line of business and team.- Provided a clearly defined approach and process for supporting international growth (existing and new markets entry) that allows for efficient decisions and flexibility.- Worked closely with operation support groups to establish continuous alignment to BU and growth objectives.

- Oversaw ten supervisors, administered performance management, identified improvement opportunities, and provided effective feedback, professional development, and corrective action plans.- Partnered with support groups (e.g., Training, Human Resources, Work Force Management, Quality, etc) to ensure proper curriculum/processes to enhance results.- Maintained and ensured service level attainments (average handle time, lost hours, sales, and quality) efficiently according to client and company measures.- Determined staffing levels, forecasting, scheduling of agents, data collection for billing process, and maintaining billable/non-billable hours to maximize operational profit for over 450 agents.- Conducted site strategic planning meetings quarterly to identify strengths, weaknesses, opportunities, and threats.- Maximized revenue growth by developing sales techniques with each Team Lead/Customer service representative.- Responsible for interviewing, hiring and training of multiple supervisors, floor support groups, and agents.- Balanced daily operations and continually looking for new revenue opportunities to maintain desired profits and losses.