TAMARA Fresh Tocci

Monitor, analyze, and improve critical KPIs.
Partner with offshore site leadership to ensure consistent execution, communication, and accountability across locations.
Drive performance management through regular business reviews and scorecards.
Identify trends, root causes, and operational risks, then implement corrective actions and continuous improvement initiatives.

Develop and track compliance to quality and service standards, and work to develop supervisor and employee leadership skills. Manage Customer Service, Credit Review, and Enrollment departments, streamlining workflows to increase turnaround time.

Planned and implemented call center strategies and operations, improving systems and processes, and managing staff. Managed daily workflow for inbound/outbound operations, ensuring SLA compliance and conducting client performance reviews.

Managed a team of first line supervisors and embedded staff, serving as a liaison between the contact center and the VA. Led project for new appointment scheduling application and tracked trends for workload delegation.

Developed and tracked compliance to quality and service standards, and worked to develop supervisor and employee leadership skills. Spearheaded department training for new drug launch and coached to metrics with a focus on quality.

Bachelor of Arts in Mass Communications from the University of South Florida.

Master of Business Administration from Webster University.