Tyson Walker Email & Phone Number

Aubrey, TX, US

Houston, Texas, United States

• Responsibilities:
• Lead team of 10 Team Members / 35 – 40 seasonal employees
• Mentor team members and support them in their journeys
• Focusing on team member empowerment and a move to innovate new strategies to engage customers in a positive and uplifting experience that creates realistic ROI
• Single handedly designed, organized and implemented Customer Support Department to capitalize on increased customer contact and fluctuating inventory
• Prioritized CSAT gathering to assist newly created KPI’s showing a dramatic increase in efficiencyKey Contributions:

Plano, Texas, United States

• Responsibilities:
• Lead team of 10 Team Members
• Mentor team members and support them in their journeys
• Lead strategic initiatives that impact the tactical approach to customer support and influence policies, workflows, and performance standards.
• Drive optimum customer and TSE experience and help deliver on all targets such as Customer Satisfaction, Quality, Productivity, Response & Resolution times.
• Lead Technical Support and interface effectively with cross-functional teams and customers.Key Contributions:

Las Vegas, Nevada Area

• Built division infrastructure with Legal Department. Delivered creative assets and marketing materials. Assist in enforcing and maintaining client terms and conditions.
• Created policy and infrastructure for Publication Department.
• Established relationships with internal (HR and Legal) and external stakeholders (Black Mountain Institute and UNLV).
• Acquired funds for annual poetry/short story contest to keep project profitable.

Las Vegas, Nevada Area

• Led 40 employees to provide weekly, monthly, and quarterly customer satisfaction reports to determine threshold performance vs. availability. Used operational data to forecast schedules for maximizing revenue while.
• Repaired morale and addressed performance issues for 30-person team in three months by establishing best practices, implementing recognition plan for top performers, and restructuring focus bases on NPS/customer.
• Founded Customer Service QA team to identify and implement new and more efficient ways of exceeding customer expectations; calibrated performance for customer interactions.
• Reduce team member turnover 15% and improved customer satisfaction 7% by end of Q4 2014 by adding open-ended questions to script, creating new progression plan, and establishing performance goals with stakeholders to.

Las Vegas, Nevada Area

• Led up to 16 employees on performance metrics; communicated and implemented expectations and goals and assisted team members with personal and professional progression. Established and communicated documentation.
• Team members met 92%-94% of goals MoM.
• Ranked top 5% in leadership performance rubric, based on company core values and pulled from peer and Rep feedback
• Enhanced morale and increased participation rate to up to 60% companywide by creating projects such as Call Center Olympics 2012 to engage team members in building relationships.

Las Vegas, Nevada Area

• Examined, identified, labeled, and processed lost returns; accounted for charges and refunds. Located shipments with missing UPS tracking, attached tracking to account, and communicated missing information to customer..
• Exceeded performance metrics for time management and customer interactions.
• Appointed to welcome new team members.
• Led peers for testing progression, performance, and culture by identifying efficiencies and providing actionable feedback to peers and stakeholders.
• Verified potential fraud orders; manually verified account holds and credit/bank escalation.
• Consistently performed in top 5% in service-Level and QA reviews.

Henderson, Nevada

Provided complete dining experience, food and beverage preparation and delivery.Itemization of purchases and handling all transactions.Maintain a clean and respectable work environment.

Greater Los Angeles Area

Successfully managed budgets and payroll records, reviewed financial transactions and bank depositsImplemented, organized and directed worker training programs, controlled operational costsResolved team member problems, hired new staff, and evaluated employee performanceHR liaison for primarily FMLA and employee conflict resolution

Bachelor Of Arts (B.A.), Comparative Literature, 3.8

Activities and Societies: Golden Key International Honour Society - awarded to students who are in the top 15% of their class

Education record