Tarry Little

About Tarry Little

An accomplished Director of Operations with extensive experience managing large, multi-site contact center and service operations. Proven record leading 900+ employees, improving performance, reducing costs, and strengthening customer retention and service quality.Expertise includes operations strategy, process improvement, performance management, customer experience, service recovery, digital transformation, and large-scale change leadership. I partner cross-functionally to stabilize operations, optimize workflows, and deliver measurable results.I am passionate about building strong leaders and high-performing teams. I coach managers, improve engagement, and create cultures of accountability and execution.Core competencies:• Operations leadership• Contact center management• Customer experience and retention• Process improvement and SOP development• Performance metrics and KPI management• Digital and business transformation• Vendor and contract management• Talent development and employee engagementMBA with executive leadership education from Yale School of Management and Columbia Business School.

Experience

1. Director, Customer Service Operations

   GEICO

   Feb 2020 — Present

   Provided strategic leadership for cross-location, multi-disciplinary teams of 600+ employees, accountable for operational performance, service quality, and enterprise initiatives• Led business transformation initiatives that redesigned workflows, reduced supervisor workload, improved online AHT by 50 seconds, and improved customer outcomes across Internet and Auto Service channels• Directed expansion of the Independent Agent channel by aligning solicitation, onboarding, and process implementation with enterprise growth strategy• Developed standardized licensing governance processes, improving accuracy, reducing rework, and scaling practices from Auto Service to Underwriting• Piloted and scaled offer and service strategies in partnership with multiline leadership, driving measurable AHT improvement and service efficiency• Created a Leadership Development Program Coordinator function to centralize leadership development and succession planning, accelerating readiness of high-potential leaders, mitigating leadership capacity risk, and supporting enterprise growth objectives• Achieved countrywide top performance in digital customer satisfaction by eliminating systemic pain points and improving end-to-end service journeys• Strengthened corporate brand presence through executive sponsorship of ERGs and service on external boards, advancing community partnerships and employee engagement

Education

• Wesleyan College

  Master of Business Administration (M.B.A.)

• Spelman College

  Bachelor of Arts (B.A.)