Tambra Scales
CHICAGO,IL
Summary
Dynamic Manager with over 10 years of experience in customer relations, project management, and workforce management. Proven track record of driving operational excellence and fostering high-performance cultures within call center environments. Expertise in leveraging data analytics to optimize workforce performance and enhance customer satisfaction. Strong ability to develop and implement effective strategies that align with company objectives.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Manager – Workforce Management
AT&T Business Global Business
06.2022 - 07.2024
- Oversaw multiple call centers, focusing on workforce optimization and analytics to enhance call volume management and service delivery
- Led initiatives to align call center operations with corporate objectives, ensuring peak operational efficiency
- Supervised daily operations of call center teams, ensuring optimal call flow and performance metrics were met
- Analyzed historical customer calling patterns to forecast call volume and respond proactively to unusual spikes and declines
- Collaborated with cross-functional teams to refine processes and improve overall customer experience and satisfaction
- Provided real-time direction to workforce management teams regarding call routing and emergency procedures
Customer Service Team Manager
AT&T Business Global
10.2017 - 06.2022
- Managed a team of customer service representatives, enhancing employee performance and ensuring high-quality service delivery
- Developed training programs to improve skills in customer relations and problem-solving
- Developed and implemented training protocols for customer service employees to enhance their sales and service skills
- Resolved escalated customer issues through effective negotiation with clients and vendors, ensuring satisfactory outcomes
- Continuously monitored performance metrics and provided feedback to staff to drive improvements in service excellence
Licensed Benefit Advisor
Go Health
07.2015 - 10.2017
- Provided expert guidance on the Affordable Care Act, helping members understand their healthcare options.
- Licensed as a Health Insurance Agent in Illinois, North Carolina, and Michigan, ensuring compliance with state regulations.
- Documented and tracked member interactions, ensuring accurate record-keeping for compliance and auditing purposes.
- Trained new hires on call center protocols and healthcare enrollment processes, fostering a culture of excellence and accuracy.
Education
Bachelor of Business Administration -
Southern New Hampshire University
05.2024
Master of Science - Healthcare Administration
Southern New Hampshire University
05-2026
Skills
- Software: Proficient in Microsoft Office Suite, Salesforce
- Documentation and Scheduling
- Strong knowledge of Human Resources Functions and Procedures
- Team leadership
- Complex Problem-solving
- Staff training and development
Certification
- Licensed Medical Benefits Advisor
- Certified Nurse Assistant, State of Illinois | 2005 - Present
- Licensed Notary in the State of Illinois
Timeline
Manager – Workforce Management
AT&T Business Global Business
06.2022 - 07.2024
Customer Service Team Manager
AT&T Business Global
10.2017 - 06.2022
Licensed Benefit Advisor
Go Health
07.2015 - 10.2017
Bachelor of Business Administration -
Southern New Hampshire University
Master of Science - Healthcare Administration
Southern New Hampshire University
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