TyShica Reese
Marietta
Summary
Versatile Contact Center Supervisor with over 5 years of experience managing high-volume inbound calls, escalations, and transaction processing. Proven ability to reduce transfer rates, drive First Call Resolution, and deliver measurable performance improvements. Skilled in call reviews, real-time agent assistance, and technical troubleshooting. Adept at maintaining compliance with confidentiality and data protection standards while supporting organizational service goals.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Call Center Supervisor
Conduent
Remote
08.2022 - Current
- Supervise daily operations of 100+ agents across multiple queues, maintaining service levels across 10,000+ monthly inbound calls.
- Led a special project focused on transfer rate reduction, achieving a 25% decrease through coaching, call-flow adjustments, and enhanced resources.
- Serve as 'Agent Assist' support, handling 50+ escalations weekly and providing real-time guidance via phone and chat to resolve issues efficiently.
- Conduct 50+ call reviews weekly, identifying gaps and coaching agents, resulting in a 20% improvement in QA scores and customer satisfaction.
- Provide technical troubleshooting and system assistance for 100+ agents, reducing downtime incidents by 15% and restoring productivity quickly.
- Process 300+ sensitive transaction requests monthly while ensuring compliance with confidentiality and data protection laws.
- Implemented workflow enhancements that boosted operational efficiency by 65% and improved First Call Resolution rates to 98%.
Criminal Research Analyst
Lowers Risk Group
Remote
01.2020 - 01.2022
- Conducted 200+ background screenings weekly by contacting courthouses, verifying records, and adhering to client compliance guidelines.
- Processed 500+ transaction requests monthly under strict deadlines with 100% accuracy, ensuring confidentiality of sensitive information.
- Escalated ~20 complex cases weekly for higher-level review while maintaining workflow compliance and timeliness.
- Provided case updates to clients within 24 hours on average, reducing response times by 30% and improving client satisfaction.
Legal Assistant
The Washington Law Group
Remote
01.2018 - 01.2020
- Managed 50+ active case files simultaneously, supporting attorneys with documentation, scheduling, and correspondence.
- Reviewed and prepared 100+ confidential legal and personnel records monthly, maintaining compliance with privacy standards.
- Coordinated communications across 10+ active cases weekly between attorneys, clients, and external agencies, meeting 100% of deadlines.
- Maintained accurate legal and administrative records, reducing filing errors by 15% through improved organization.
Education
B.S. - Criminology
University of West Georgia
Skills
- Data Analysis
- Escalation Handling
- Transaction Processing
- Quality Assurance
- Adaptability
- Agent Coaching
- Call Reviews
- Performance Monitoring
- First Call Resolution
- Technical Support
- Critical Thinking
- Compliance Adherence
- Workflow Optimization
- Process Improvement
- Problem-Solving Skills
- Customer Service
- Detail-Oriented
- Oracle CRM
- Zendesk
- Genesys
- Project Management
Accomplishments
- Reduced call transfer rates by 25% through targeted coaching and process improvements.
- Achieved 98% First Call Resolution, significantly improving customer experience and reducing escalations.
- Conducted 50+ call reviews weekly, boosting quality assurance scores by 20%.
- Processed 200+ background screenings weekly with 100% accuracy, ensuring compliance and confidentiality.
- Led workflow improvements that increased operational efficiency by 65%.
Certification
Lean Six Sigma White Belt, Aveta Business Institute, 2021
Timeline
Call Center Supervisor
Conduent
08.2022 - Current
Criminal Research Analyst
Lowers Risk Group
01.2020 - 01.2022
Legal Assistant
The Washington Law Group
01.2018 - 01.2020
B.S. - Criminology
University of West Georgia