Tyra Lofland
@tyralofland
Business Management Analyst specializing in complaint analysis and escalation oversight to improve client experience.
United StatesWhat I'm looking for
In my current role at TD Bank, I analyze and classify customer complaint data from multiple channels—retail branches, email, executive escalation, and social media—to identify trends, root causes, and service gaps. I then present findings through reports and summaries so multiple lines of business can prioritize meaningful improvements to customer experience.
Before this, I worked as a Contact Center Representative at TD Bank N.A., providing high-quality customer service to 150+ clients daily while navigating multiple banking systems. I consistently met productivity and service-level goals, supported daily team huddles, captured meeting notes, and helped colleagues with technical questions to keep operations efficient.
I earned a B.S. in Computer Science (December 2023) from Spelman College, and I hold an AWS Cloud Practitioner Certification. I bring strong conflict resolution, technical troubleshooting, and cross-functional collaboration to drive accountability and continuous service improvement.
Experience
Work history, roles, and key accomplishments
Manage escalated complaints from intake to resolution, ensuring timely, compliant remediation. Analyze and classify complaint data across channels to identify trends, root causes, and service gaps. Deliver reports and insights that help business lines understand customer pain points and drive improvements.
Delivered high-quality service to 150+ clients daily, resolving account needs while ensuring compliance across banking systems. Met and exceeded productivity and service goals, contributing to strong customer satisfaction. Supported team operations by leading huddles, documenting updates, and assisting with technical questions to improve efficiency.
Education
Degrees, certifications, and relevant coursework
Spelman College
Bachelor of Science, Computer Science
Earned a Bachelor of Science in Computer Science from Spelman College, graduating in December 2023.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Social media
Job categories
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