- Job title: Director, Contact Centre Operations
- Country: USA
- Length of service: 8 years
When USAA partnered with Safelite on a project, there was no doubt who would be the key leader in bringing on and converting the current CSR talent to meet USAA’s requirements. Tisha Bivens is known for consistently driving results, and this high-profile opportunity was one that required a multi-faceted skillset: it was critical that Safelite associates seamlessly provide the level of security, confidentiality, and service that USAA clients and policy holders expect.
Tisha’s goal was to have 50 new member service representatives (MSRs) hired, trained, and globally licensed as claims adjusters in all 50 states. Spending countless hours researching the licensing requirements for each state, Tisha singlehandedly designed and implemented a training programme that enabled associates to become globally licensed in as little as four months.
Through her can-do attitude and service mindset, she personally owned the process from development to launch. She successfully navigated change, built strong partnerships with USAA representatives, and identified innovative solutions in order to reach the project’s goals. Thanks to her leadership, Safelite seamlessly began handling USAA calls in November. Tisha was able to promote more than 50 CSRs to MSRs, and that number is projected to reach 250 by April 2018.