TOMEKA R. SEIGLER
Philadelphia,PA
Summary
Dynamic and highly motivated professional with a proven track record in leadership and project management. Expertise in overseeing multiple projects simultaneously, consistently delivering successful outcomes while maintaining exceptional quality standards. Recognized for fostering collaborative team environments and driving initiatives that enhance productivity and efficiency. Committed to continuous improvement and achieving organizational goals through strategic planning and effective execution.
Overview
13
13
years of professional experience
Work History
SEPTA Call Center Manager
The Midtown Group
05.2023 - Current
- Monitor call center performance and analyze data to identify areas of improvement.
- Develop and implement customer service policies and procedures. Manage and motivate call center staff to achieve and maintain high levels of performance.
- Monitor customer service trends and recommend changes to improve customer service.
- Develop strategic goals and action plans, and determine operational strategies based on team results and objectives.
- Manage 80 agents and six supervisors in providing excellent customer service to external and internal customers.
- Developed training programs that improved agent performance and reduced call handling time.
- Evaluated the supervisor's performance and conveyed constructive feedback to improve skills.
Owner Operator
Savory Meals by Meek
06.2021 - 02.2024
- Managed my soul food restaurant, hired staff, completed catering orders, managed the restaurant budget, and created menu items.
- Managed day-to-day operations, assisted customers, and completed inventory checks
- Managed marketing strategy, completed, and received grant programs for the business.
- Managed third-party ordering services to increase profit during the slow seasons
- Networked with like-minded businesses to help my business grow
- Developed and implemented menu offerings to enhance customer satisfaction and drive repeat business.
- Managed daily operations, ensuring compliance with health regulations and maintaining food safety standards.
- Oversaw inventory management, optimizing supply chain processes to reduce waste and improve profitability.
- Trained and mentored staff, fostering a collaborative environment that improved team productivity and morale.
- Cultivated relationships with local suppliers, enhancing ingredient quality while supporting community partnerships.
- Analyzed customer feedback to refine service delivery and adapt menu items to meet evolving preferences.
- Executed marketing strategies through social media platforms, increasing brand visibility and attracting new clientele.
- Managed day-to-day business operations.
- Provided exceptional customer service, addressing issues promptly to ensure customer satisfaction and repeat business.
- Managed daily operations for optimal efficiency, streamlining processes to reduce costs.
- Spoke professionally with customers regarding complaints, gathering all necessary information to make educated decisions and address issues.
- Established strong relationships with suppliers, ensuring consistent delivery of goods and services at competitive prices.
- Ensured compliance with relevant regulations, maintaining proper documentation and licensing requirements.
- Developed and implemented successful marketing strategies, resulting in increased brand awareness and customer base.
Customer Consultant Coach
SGS Consulting/PECO
10.2022 - 04.2023
- Conducted training and evaluation for 50 Customer Service Reps (CSRs), specifically regarding customer handling skills and transaction accuracy.
- Analyzed CSR calls to ensure quality guidelines are adhered to and coached individuals accordingly.
- Assisted CSRs with problem-solving customer issues while the customer is on the phone to maintain first call resolution guidelines.
- Developed and implemented tailored solutions to address client needs effectively.
- Trained new staff on systems and procedures, fostering a collaborative work environment.
- Collaborated with cross-functional teams to streamline operations and improve service delivery.
- Assisted in the development of training materials for new hires, improving overall team performance and knowledge.
- Managed escalated issues efficiently by coordinating solutions across teams when necessary.
- Monitored performance metrics closely, identifying areas for improvement and implementing targeted strategies to achieve desired results.
Call Center Supervisor/Liaison for L & I
CITY OF PHILADELPHIA
01.2017 - 06.2021
- Coached and mentored 24 agents on the delivery of efficient customer service citywide; supervised and coordinated day-to-day customer service activities, projects, and initiatives that supported the development and implementation of policies, procedures, standards, and training.
- Maintained Contact Center goals and objectives by developing and implementing policies and procedures in the areas of quality and service; ensured delivery of appropriate and accurate information.
- Tracked, monitored, and analyzed performance statistics daily, weekly, and monthly; documented and evaluated performance and provided feedback to agents.
- Assessed and identified the developmental needs of employees; recommended and assisted with training in the various skills, protocols, and procedures needed to ensure efficient customer service.
- Resolve complaints from employees, refer group grievances, and/or more serious unresolved complaints as appropriate.
- Trained employees on the use of the Customer Relationship Management (CRM) application and other information databases/systems.
- Helped develop the License and Inspections (L&I) team within the call center, eventually becoming a Pod with a direct line.
- Assisted customers when agents needed assistance beyond their scope.
- Created and managed the Rental Assistance hotline for citizens who needed rental assistance during the pandemic.
- Team-building. Improved interdepartmental collaboration with regular activities and open forums for discussion.
- Established effective communication channels between departments by organizing and facilitating cross-functional meetings.
- Acted as the liaison between upper management and staff members, promoting positive working relationships built on trust.
- Contributed to the successful execution of company-wide initiatives through diligent tracking of project milestones and deliverables.
- Evaluated customer needs and feedback to drive product and service improvements.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Generated reports detailing findings and recommendations.
- Educated staff on organizational mission and goals to help employees achieve success.
- Improved productivity of the customer service team by leading training initiatives and revamping schedules.
Loan Processor III
TD BANK, NA
08.2015 - 01.2017
- Initiated and maintained contact with customers throughout the processing period, assisting them with any questions and notifying them of any additional information required.
- Manage a pipeline on average of 165 loans.
- Satisfied conditions and ensured documentation met requirements.
- Monitored loans during the process to determine any deviation from standard processing time and take appropriate action.
- Set and maintained proper expectations to all parties, ordered verifications, credit, appraisals, title, and Trust reviews.
- Performed final review of the completed application packages and prepared the file for approval, specifying and applicable conditions to the approval.
- Trained new team members and assisted with projects.
- Processed loan applications efficiently, ensuring compliance with regulatory guidelines and internal policies.
- Reviewed financial documents for accuracy and completeness, facilitating timely loan approvals.
- Collaborated with underwriters to resolve discrepancies and streamline approval processes.
- Assisted clients in understanding loan products and improving customer service experience.
- Trained junior processors on best practices, fostering team development and knowledge sharing.
- Ensured accuracy of client information, verifying data collected during the application process and updating records as needed.
- Provided quick turnaround times to maintain a fast-paced schedule.
- Strengthened relationships with clients through consistent follow-up calls and personalized attention to their needs.
- Maintained compliance with federal, state, and company regulations through regular review of updated guidelines.
- Handled any conditions sent from underwriting departments.
- Enhanced team collaboration by sharing best practices and providing constructive feedback on colleagues'' work.
Compliance Analyst AML/BSA
AEROTEK – JP MORGAN
04.2014 - 10.2014
- Collected and documented data, including alert, investigation, or Suspicious Activity Report history; Know Your Customer information; relevant account and transaction data; plus any other required information to assist the investigation.
- Reviewed and analyzed underlying data gathered to assess reasonable cause to escalate an alert to Investigations or to clear the alert.
- Disposition and fully document all alerts, including supporting data, analysis and rationale for disposition, within the case management system in a timely manner.
- Built relationships with AML Investigations units, effectively communicating and transferring information for case investigations.
- Conducted periodic internal account / customer reviews to identify potentially suspicious activity.
- Function as a key contributor and demonstrate knowledge of AML issues as well as broader functional knowledge.
- Participated in individual and department goal development and executed tactical strategies for goal attainment.
- Monitored changes in legislation and updated compliance documentation accordingly.
- Supported audits by providing necessary documentation and responding to inquiries from stakeholders.
- I responded promptly to questions from regulators and other stakeholders regarding company practices, demonstrating transparency and a commitment to ethical conduct at all times.
Branch Manager AVP
CITIZENS BANK
06.2012 - 01.2014
- Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
- Coached and developed colleagues on sales, service, and compliance.
- Managed relationships with business partners within the bank to have successful relationships and maintain customer retention.
- Facilitated seminars at local schools and businesses about financial freedom, credit, and savings with company partners.
- Investigated business and consumer accounts for fraudulent activity, as well as assessing risk.
- Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate the continuous development of skills and knowledge base within the team.
- Increased branch profitability by implementing cost-saving measures and streamlining operational processes.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Led branch operations, ensuring compliance with regulatory requirements and internal policies.
- Developed and implemented strategic initiatives to enhance customer satisfaction and retention.
Education
Some College (No Degree) - Integrated Leadership
Pierce College
Philadelphia, PASkills
- Operations Management
- Microsoft Office Professional
- CRM Programs
- Hiring / Training / Mentoring
- Employee motivation
- Performance improvements
- Call center operations
- KPI tracking
- Quality controls
- Workforce management
- Script development
- Escalation management
- Strong leadership
- Employee engagement
- Information tracking
- Quality control optimization
- Teamwork and collaboration
- Attention to detail
- Multitasking Abilities
- Organizational skills
- Verbal and written communication
- Professionalism
- Complex Problem-solving
- Avaya expertise
Accomplishments
- Achieved consistent KPI's through effectively leading.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised a team of 80 staff members.
- Achieved a contract increase by managing with accuracy and efficiency.
- Collaborated with a team of six in the development of Staffing Integration.
- Documented and resolved workflow processes, which led to consistent turn time and quality.
Timeline
SEPTA Call Center Manager
The Midtown Group
05.2023 - Current
Customer Consultant Coach
SGS Consulting/PECO
10.2022 - 04.2023
Owner Operator
Savory Meals by Meek
06.2021 - 02.2024
Call Center Supervisor/Liaison for L & I
CITY OF PHILADELPHIA
01.2017 - 06.2021
Loan Processor III
TD BANK, NA
08.2015 - 01.2017
Compliance Analyst AML/BSA
AEROTEK – JP MORGAN
04.2014 - 10.2014
Branch Manager AVP
CITIZENS BANK
06.2012 - 01.2014
Some College (No Degree) - Integrated Leadership
Pierce College