Tommy Whitley
Atlanta
Summary
Personable and organized environmental science and marine biology professional with experience in research support, data analysis, and operational efficiency. Skilled in motivating teams, streamlining processes, and translating scientific findings into practical, data driven strategies that enhance sustainability and environmental management.
Overview
13
13
years of professional experience
Work History
Case Processing Manager
State of Florida Department of Revenue- Child Support Program
10.2022 - 07.2025
- Supervised and developed a team of 15–20 in-office and remote staff handling child support case processing via phone and webchat, improving service delivery and client satisfaction.
- Conducted annual performance evaluations and implemented corrective action plans, increasing team performance with departmental standards.
- Interpreted and applied State and Federal policies as a subject matter expert, streamlining case workflows and enhancing both team efficiency and client understanding.
- Managed administrative operations including timesheet approvals, professional development plans, and team meetings, resulting in improved accountability and employee engagement.
- Chaired interview panels and guided hiring decisions for entry-level through management roles, ensuring quality candidate selection and reduced turnover.
Operations Review Specialist
State of Florida Department of Revenue- Child Support Program
09.2021 - 10.2022
- Oversaw updates, workflow, testing, and implementation of document management and central correspondence systems for the Child Support program, ensuring accuracy and compliance with departmental requirements.
- Served as liaison between enterprise support systems, the child support customer contact center, technical teams, contractors, and external agencies to coordinate system functionality and project needs.
- Conducted testing in both testing and production environments, verifying that document updates and system changes operated effectively and without errors.
- Analyzed and triaged incident reports, submitting defect documentation and recommending system enhancements that improved workflow efficiency and reduced recurring issues.
Staff Development and Training Consultant
State of Florida Department of Revenue- Child Support Program
12.2020 - 09.2021
- Designed and delivered blended training (classroom, online, and computer-based) for department-wide staff, tailored to adult learning.
- Created refresher courses, policy updates, and training resources to ensure staff at all levels maintained up-to-date knowledge.
- Developed job aids, e-learning modules, and digital/print materials, collaborating with Operations and Training to maintain the knowledge library.
- Facilitated training for entry-level through management employees, strengthening program knowledge and professional development.
- Supported implementation of a new Document and Image Management System by developing training materials and computer-based modules for the Correspondence Unit.
Senior Operations and Quality Control Analyst
State of Florida Department of Revenue- Child Support Program
05.2018 - 12.2020
- Conducted quality reviews of 500+ calls and webchats monthly, identifying trends and opportunities for improvement.
- Delivered coaching and developed action plans that improved employee performance, increasing team efficiency and productivity.
- Facilitated bi-monthly staff meetings using performance data to drive targeted strategies and measurable results.
- Resolved escalated client inquiries, successfully de-escalating 90%+ of cases and boosting customer satisfaction.
- Improved communication channels across teams and clients, reducing response times and contributing to a 30% monthly increase in productivity and satisfaction.
Customer Service Representative
State of Florida Department of Revenue- Child Support Program
09.2016 - 05.2018
- Assisted 50-60 customers via phone and online webchat daily through the customer contact center for Child Support Services, as well as assisted employers and other state representatives.
- Conducted thorough case reviews, interpreted state and federal policies and procedures, and effectively communicated this information to the customer in plain language.
- Documented the interactions with detailed notes within our Case Management System (CAMS).
- Attended and participated in one-on-one meetings with management and monthly team meetings to share feedback on special projects or my own thoughts and ideas.
Large Store Merchandiser
Coca-Cola United
06.2012 - 09.2016
- Streamlined stock replenishment processes by optimizing floor layout, increasing efficiency during restocking periods, and assisting with ordering products alongside the sales manager at large market stores such as Wal-Mart, Target, and Publix.
- Communicated effectively with cross functional teams, such as marketing or logistics departments, to ensure successful merchandise launches.
- Trained new merchandisers in company standards, route running, and best practices to enhance overall team effectiveness.
- Crafted visually captivating displays and maintained front-facing coolers, to elevate storefront appeal. Implemented loss prevention measures, reducing instances of theft and shrinkage of product.
Education
Bachelor of Science - Marine Biology and Sustainable Aquaculture
Unity Environmental University
New Gloucester, ME10.2025
Associate of Applied Business - Business Management focus Environmental Science
Eastern Gateway Community College
Steubenville, OH03.2022
High School Diploma - undefined
Cairo High School
Cairo, GA05.2010
Skills
- Leadership
- State and Federal Policy Interpretation
- Data Analysis
- Customer Service
- Training and Development
- Quality Assurance and Software Proficiency
- Problem Solving and Critical Thinking
- Collaboration and Communication
- Microsoft Office
- Training and Development
- Project Management
Timeline
Case Processing Manager
State of Florida Department of Revenue- Child Support Program
10.2022 - 07.2025
Operations Review Specialist
State of Florida Department of Revenue- Child Support Program
09.2021 - 10.2022
Staff Development and Training Consultant
State of Florida Department of Revenue- Child Support Program
12.2020 - 09.2021
Senior Operations and Quality Control Analyst
State of Florida Department of Revenue- Child Support Program
05.2018 - 12.2020
Customer Service Representative
State of Florida Department of Revenue- Child Support Program
09.2016 - 05.2018
Large Store Merchandiser
Coca-Cola United
06.2012 - 09.2016
Associate of Applied Business - Business Management focus Environmental Science
Eastern Gateway Community College
High School Diploma - undefined
Cairo High School
Bachelor of Science - Marine Biology and Sustainable Aquaculture
Unity Environmental University