Tonza Allen
Senior Manager
- Role
- Contact Center Manager at Englert Inc
- Location
- Plainfield, NJ, US
- LinkedIn followers
- 500 followers
About Tonza Allen
Visionary, results-driven Contact Center Manager with 20+ years of experience in…
Experience
Contact Center Manager
Jan 2021 — Present · US
Managed both in-house and third-party call center operations, focusing on exceeding key performance indicators such as customer satisfaction, productivity, staffing utilization, agent retention, employee satisfaction, and financial performance, total of 36 reports.• Led sales enablement efforts by improving internal processes, developing people initiatives, and creating call center dashboards, resulting in a year-over-year (YOY) 3.6% increase in conversion performance to 25.9% in 2024.• Successfully reduced call center attrition from 50% in 2023 to 14% in 2024 by overhauling the reward and recognition program, introducing individual development plans, and implementing behavioral coaching techniques. This achievement significantly outperformed the national average of 30% to 45%.• Implemented a forecasting and staffing model that resulted in a 56% conversion rate at 20% lesser volume for outbound calling of targets.• Implemented Application Programming Interface (API) processes to boost call center efficiency and performance to enable seamless integration of various systems, and the collection and analysis of detailed interaction data, helping to make informed decisions and improve overall call center operations, resulting in a 25% reduction in average handle time, and a 50% improvement in speed to lead rates.• Played a key role in assisting both the Vice President (VP) and Chief Information Officer (CIO) with revamping the call center. Developed a more adaptable call center that can easily scale operations up or down based on demand and quickly implement changes as needed.• Spearheaded all call center initiatives to ensure seamless implementation and improved results.
Education
DeVry University-New Jersey
Bachelor of Science (BS)
2011 — 2018
Keller Graduate School of Management of DeVry University
Master of Business Administration - MBA
2018 — 2021
Plainfield High School
High School Diploma
1980 — 1984
Project Management Institute
Project Management Professional Certification
2014 — 2015
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