Tiffani Jackson

• Managed a Team of 69 employees responsible for the life cycle of cash received in the Bank from the point of review, application and reconciliation of payments received on all Bank Platforms for all lines of business.
• Managed the full lifecycle of application development, from initial planning to final implementation and support.
• Accomplished multiple tasks within established timeframes.
• Cross-trained existing employees to maximize team agility and performance.
• Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
• Achieved departmental goals by developing and executing strategic plans and performance metrics.
• Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
• Mentored a total of 9 junior team members for career advancement, fostering a pipeline of future leaders within the organization.
• Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
• Oversaw the migration of legacy systems to modern platforms, minimizing disruption to business operations during transitions.
• Established a culture of continuous learning among team members through group training sessions and individual coaching.
• Developed comprehensive documentation for all applications, enabling efficient troubleshooting and maintenance by team members.
• Led continuous improvement initiatives that resulted in enhanced process stability and faster issue resolution times.
• Conducted regular performance reviews of team members, fostering professional growth and setting clear expectations for success.
• Ensured successful completion of multiple concurrent projects by effectively allocating resources based on priorities.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Basic Function: The Senior Team Manager (STM) is the first point of contact to handle escalations from Team Managers in the in AT&T AEG program by following procedures and department processes and take steps toward final resolution for all customer-related issues. Perform supervisory duties in accordance with the organization's policies and applicable laws. Responsibilities include coaching, mentoring and educating team members to ensure each individual is developed to their fullest potential, while ensuring the calls are meeting the service level agreements, sales and services metrics are being met while creating a positive experience for the customer. SKILLS AND ABILITIES Senior Team Managers will be expected to master the following skills and abilities to successfully perform this job.

Overview:

Directly supervised 5-7 Team Managers. Performs supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

• Manage Team Leaders/Supervisors to ensure program(s) productivity, quality and customer satisfaction/client performance objectives are met and performed in an efficient manner.
• Communicate client and company goals and metrics with team members to deliver high level of customer service.
• Coach and develop direct reports to acquire and refine necessary job skills through constructive feedback, ongoing training, and other coaching techniques. Conduct regular performance reviews and one-on-one meetings with direct reports to evaluate performance against KPIs and issue Correctives to re-establish required performance standards.
• Document all coaching sessions in tool provided for visibility and transparency.
• Participate in calibration sessions where necessary to monitor quality and performance standards .
• Demonstrate the ability to work under stressful, time-sensitive deadlines, adapts to changes in the work environment, manages competing demands and is able to deal with frequent change, delays or unexpected events.
• Perform audits to track performance and provide feedback to assigned team members .
• Assume the responsibility for the Daily Monitoring and Maintenance of Employee Utilization Tools to track attendance, absenteeism and other key performance indicators .
• Review operational reports on regular basis and develop and implement action plans to address deficiencies.
• Hold regular team meetings with direct reports to review previous day/week/month program performance and provide guidance regarding future performance in order to continuously improve results.
• Provide daily feedback to Account Manager regarding current operational performance.
• Escalate issues appropriately and in real-time including, but not limited to, financial (Payroll related), performance, and human resources issues.
• Partner with the account manager and direct reports to execute strategic retention and employee engagement programs to attract and retain top performers.
• Execute Performance Management Plans and or Actions Plans to aid in the development of direct reports and as a means of accountability.
• Responsible for respective assigned teams overall performance and for motivating team to exceed goals and objectives.
• Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.
• Perform other duties as assigned by management.
• Efficiency-Able to successfully complete tasks and meet goals in a timely manner.
• Follow-through on commitments; lives up to verbal and written agreements, regardless of personal cost.
• Attention to detail; does not let important details slip through
• Persistence Demonstrates tenacity and willingness to go the distance to get something done.
• Proactive; Acts without being told what to do. Brings new ideas to the company.
• Ability to develop people (for managers) Coaches people in their current role to improve performance, and prepares them for future roles.
• Flexibility/adaptability Adjusts quickly to changing priorities and conditions. Copes effectively with complexity and change.
• Calm under pressure; maintains stable performance when under heavy pressure or stress.
• Strategic thinking/visioning; able to see and communicate the big picture in an inspiring way. Determines opportunities and threats through comprehensive analysis of current and future trends.
• Team oriented—Able to collaborate and form professional relationships with team members.
• Articulate—Able to communicate clearly and effectively.
• Ability to think creatively, sell and implement ideas and changes across the program .
• Strong experience in maintaining and developing operational statistics, financial management information and results reporting .
• Effective organizational and time management skills – must be able to multi-task constantly throughout the work day .

Assist Account Manager and be the first point of contact to handle escalations from Team Managers in Voice Program by following procedures and department processes and take steps toward final resolution for all customer-related issues. Perform supervisory duties in accordance with the organization's policies and applicable laws. Responsibilities include planning and directing work flow; performance reviews; coaching and mentoring of assigned team members and addressing internal and external complaints.

• Handle Escalations issues according to established policies and guidelines.
• Supervise staff compliment of 20, administer motivational and incentive programs, and oversee adherence to personnel policies and standards.
• Monitor staff productivity and quota levels, and recommend policy changes or training to improve results.
• Participate in calibration sessions where necessary to monitor quality and performance standards.
• Assist in development of established Voice Contact handling strategies.
• Achieve stated Service Level Business targets daily Assist in product cross-training and disseminating information on service updates.
• Address internal escalations and take ownership of responding to Client concerns promptly to ensure client satisfaction.
• Develop feasible action plans and tactical strategies to improve Team Managers’ performance based on opportunities identified.
• Perform audits to track operative performance and provide feedback to assigned team members.
• Assume the responsibility for the Daily Monitoring and Maintenance of Employee Utilization Tools to track attendance, absenteeism and other key performance indicators.
• Coach and undertake Performance Development Initiatives to ensure the continuous improvement of Consultant/ Team metrics.
• Conduct Performance Reviews, and issue Correctives to re-establish required performance standards.
• Prepare productivity reports and any other report deemed necessary for the efficient operation of the Program.
• Planning, evaluating, implementing and continuously improving all aspects of credit & collection functions and processes.
• Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks.
• Develops strategies to promote team member adherence to company regulations and performance goals.
• Reviews aging reports and initiates escalated calls to customers with past-due balances to arrange for payment.
• Resolves escalated billing issues that have resulted in delinquent payment.
• Establishes and maintains excellent working rapport with internal and external customers.

• Xerox Business Services (Formerly ACS) - Montego Bay, St. James
• Assume Leadership role within work groups by providing guidance, support and assistance while serving as an example of I&R vision and values.
• Lead and manage Incentive Team which is responsible for processing annual payments of approximately $4.8 billion.
• Lead and manage the AR Control Team that reconciles various sources of information to ensure accuracy of all daily funds being transferred and received within teams that fall under the I&R umbrella.
• Authorize release of payments of over $500 million daily to Vendors (Banking Institutions) and Dealers as an AR Control Team responsibility.
• Ensure teams are aligned with Client/ Departmental Focus and Strategies.
• Monitor progress of Strategies and provide direction to assist agents in accomplishing assigned goals/tasks.
• Analyze and determine best course of action available for resolution under client's regulations and time frames.
• Business performance Improvement Adept at increasing work process efficiency Fostering trust and cultivating partnerships based on accountability and transparency Accomplishments

• Identify non-standard transaction patterns with root-cause analysis and recommendations, to eliminate/decrease past due balance and/or deductions.
• Be able to resolve or when escalated.
• Conduct individual Audits and deep diving into portfolio to identify problem accounts, build strategies and provide guidance to the team/ individuals as needed how to maximize impact on aging, bring in cash and to maximize productivity to meet/exceed client expectations.
• Assist with escalated issues from customers, sales and client in professional manner, conducting conference calls as necessary.
• Educate customers on client's standard and non-standard transaction policies.
• Negotiate settlements, as applicable.
• Communicate updates to unit as necessary regarding company policy and changes.
• Monitor, report and take corrective actions on violations of site policies within the department.
• Call monitoring Monitor progress of strategies and provide constructive criticism and direction to assist agents to acc.