Tawny Thompson

• 5+ years of experience managing high-volume Salesforce queues and routing critical client cases.
• Direct the daily Customer Solutions triage queue and distribute upwards of 80+ incoming B2B service and account cases within Salesforce Service Cloud, routing them to a team of 20 Client Resolution Specialists, Account Managers, or intended internal party.

YTD Production average - 120%

YTD Quality Assurance average - 99.2%

YTD Turnaround time - 475%

• Analyze and categorize incoming inquiries (e.g., billing, upsell opportunities, technical hurdles, churn risks) to ensure cases are matched to the CRS/AM with the corresponding regional or tier-level expertise.
• Audit queue health daily, identifying bottlenecks and collaborating with management to adjust SOP/automated assignment rules.
• Create new Salesforce contacts and assign leads for account management.
• Reduced average case assignment time by approximately 15% by designing and implementing customized Salesforce routing rules and queue structures. By partnering closely with management this assists with manage capacity limits, ensuring equitable case distribution and preventing team burnout.

• Managed high-profile, nationwide account segments (large and small), serving as a primary liaison for all internal and external customer communications and notifications.
• Designed and implemented a boutique customer experience model based on weighted needs assessments.
• Researched and successfully resolved complex, high-profile customer escalations.
• Generated comprehensive data analytic reports focused on cost savings/revenue, customer data management, and performance audits.
• Co-authored the One Call Standard Operating Procedure Manual and led departmental optimization efforts.
• Triaged and assigned client resolution cases to Client Resolution Specialists within Salesforce, ensuring equitable workload distribution, adherence to service-level expectations, and timely case resolution.
• Successfully established and maintained a professional virtual atmosphere from a home office starting in 2017.
• Oversaw recruiting and onboarding with an extremely high success rate for new employees.

• Supervised upwards of 30 care coordinators across multiple diagnostic operation teams, including referrals/scheduling, and the Electronic Response Unit (ERU).
• Traveled to Hyderabad, India to deliver comprehensive, hands-on training to a newly acquired service team.
• Consistently identified and executed opportunities to optimize standard operating procedures.
• Administered annual employee performance evaluations and reported team production.
• Recognized and developed employees’ abilities, leading to future promotions.
• Managed all travel and expense reporting for the One Call West Coast Division Director.
• Awarded Best Supervisor - Red Carpet Division for four consecutive years.