TONYA KELSO
Havre de Grace
Summary
Accomplished call center manager with extensive experience in staff training, performance evaluation, and operational improvement. Proven success in enhancing team performance through targeted training and effective conflict resolution, leading to improved customer satisfaction and operational efficiency.
Overview
7
7
years of professional experience
Work History
Call Center Manager
Alliant Association Management
Fort Myers
04.2025 - Current
- Supervised daily operations of call center team, ensuring efficient workflow and productivity.
- Monitored call metrics, providing actionable feedback to elevate performance standards.
- Coordinated scheduling to ensure optimal coverage during peak call times, enhancing team availability.
- Facilitated training sessions for new hires and ongoing development for existing staff.
- Reviewed call recordings to evaluate compliance with protocols and pinpoint areas for improvement, driving ongoing quality enhancement.
- Prepared detailed reports on team performance and customer feedback for senior management, supporting strategic decision-making.
- Participated in recruitment and selection processes for new team members.
- Maintained professionalism under pressure, effectively diffusing tense situations.
- Coordinated training and used AI voice to help take inbound calls
COMMUNITY ASSOCIATION SPECIALIST
ALLIANT PROPERTY MANAGEMENT, LLC.
Fort Myers
06.2024 - 04.2025
- Deescalated conflicts with irate homeowners, fostering positive relationships and enhancing community satisfaction.
- .Addressed and resolved homeowner concerns through phone communication.
- Acted as liaison for homeowners navigating portals for profile and accounting access.
- Filtered incoming calls and emails to internal departments, ensuring timely responses and effective communication.
- Emailed documents including insurance information, budgets, and regulations to homeowners.
- Confirmed home ownership using county website resources.
- Ensured accurate vote counting by tabulating proxies and ballots during association elections.
- Managed election mailings efficiently, utilizing Microsoft Office extensively.
- Utilized mailing equipment to enhance processing of outgoing correspondence.
Account Manager
Elite Personal Protection
Abingdon
11.2023 - 06.2024
- Developed tailored security strategies aligned with client requirements and industry standards.
- Cultivated strong client relationships to ensure effective resolution of security needs.
- Conducted thorough analysis of risk assessments to identify and address vulnerabilities in client operations.
- Monitored multiple security locations to assess officer performance and make proactive adjustments.
- Oversaw physical and security technology programs, including CCTV and access control systems.
- Conducted training sessions on security protocols and emergency procedures for staff.
- Executed routine and surprise drills to reinforce response plans among security team members.
- Streamlined billing, payroll, and scheduling processes to enhance operational efficiency.
ACCOUNT MANAGER
SECURITAS, INC.
11.2019 - 11.2023
- Processed payroll, scheduled shifts, onboarded and trained team members, and handled disciplinary actions to maintain a well-functioning team.
- Directed daily activities of 15-20 team members, ensuring efficient workflow and task completion.
- Monitored staff performance to ensure compliance with job duties and enhance overall team effectiveness.
- Processed violations and handled phone calls from the staff regarding questions, callouts, etc.
- Managed and documented security incidents, reinforcing adherence to safety protocols to protect team and property.
- Experience planning monitored property damage.
- Applied Microsoft Office tools to streamline tasks, enhance productivity, and improve communication.
Education
High School -
PERRYVILLE HIGH SCHOOL
PERRYVILLE, MD01-1997
Skills
- Customer Service
- Customer satisfaction
- Customer engagement
- Conflict Resolution
- Problem resolution
- Quality assurance
- Data analysis
- Staff scheduling
- Onboarding support
- Training facilitation
- Staff training
- Performance coaching
- Administrative Management
- Team Management
- Cross-functional team leadership
- Organizational skills
- Leadership skills
- Analytical skills
- Critical thinking
- Hiring oversight
Timeline
Call Center Manager
Alliant Association Management
04.2025 - Current
COMMUNITY ASSOCIATION SPECIALIST
ALLIANT PROPERTY MANAGEMENT, LLC.
06.2024 - 04.2025
Account Manager
Elite Personal Protection
11.2023 - 06.2024
ACCOUNT MANAGER
SECURITAS, INC.
11.2019 - 11.2023
High School -
PERRYVILLE HIGH SCHOOL