Tammy Tusken
Customer Service Manager, MBS Textbook Exchange
Professional Overview
Tammy Tusken is an experienced Customer Service Manager with a strong background in the textbook and educational industry. She excels at leading cross-functional teams to deliver exceptional customer experiences and drive operational efficiency.
Experience Summary
Current Role
As the Customer Service Manager at MBS Textbook Exchange since 2009, Tammy oversees a team of 25 customer service representatives. She is responsible for managing all inbound inquiries, resolving complex issues, and implementing strategic initiatives to improve customer satisfaction. Under her leadership, the customer service team has achieved a 95% customer satisfaction rating and a 20% reduction in response times.
Career Progression
Prior to joining MBS Textbook Exchange, Tammy held roles in the mental health industry, serving as the Director at the Mental Health Association- Orleans County and a Case Manager at Orleans County Mental Health. Her diverse background in customer-facing and social services roles has equipped her with a unique perspective and the ability to empathize with the needs of various stakeholders.
Academic Background
Tammy holds a Bachelor's degree in Psychology from the University of Missouri, where she graduated cum laude. Her academic focus on understanding human behavior and interpersonal dynamics has been instrumental in her success in the customer service and mental health fields.
Areas of Expertise
- Customer service operations management
- Team leadership and development
- Process improvement and optimization
- Conflict resolution and problem-solving
- Stakeholder communication and relationship building
Professional Impact
During her tenure at MBS Textbook Exchange, Tammy has spearheaded initiatives to enhance the company's customer service capabilities, including the implementation of a new customer relationship management (CRM) system and the development of a comprehensive training program for her team. Her efforts have resulted in a 15% increase in customer retention and a 10% improvement in first-call resolution rates.
Conclusion
Tammy Tusken is a seasoned customer service professional with a proven track record of driving operational excellence and delivering exceptional customer experiences. Her diverse background, leadership skills, and unwavering commitment to continuous improvement make her a valuable asset to any organization seeking to enhance its customer service capabilities.
