Tyrone D. Emmons Jr.

2564 Kanlow Drive

Cane Ridge, TN 37013
Tyemmons@gmail.com
615-481-3400

Summary: A results-oriented professional with robust expertise in SharePoint web design, utilizing
interactive web parts, excel, access, Visio, PowerPoint, customer service, supervisory/training,
administrative duties, business analytics and management. Superior oral, written and presentation
skills; followed by being effective in time management, organization and prioritizing. Knowledge
to proactively assess problem areas, implement innovative reports and offer positive
recommendations that beneficially impact the organization with simplified reporting.

Experience
T-Mobile Nashville, TN
Business Support Manager/Incentive Manager 10/08 – 12/09
♦ Designed, enhanced and maintained call center intranet SharePoint website to house all business
critical documents/reports which simplified all reporting
♦ Provided continuous support to call center director by setting site/team goals, creating quarterly
business reviews, new device rollout, change in business direction, and primary point of contact
♦ Subject Matter Expert for all SharePoint related questions, issues and ideas for further
implementation through surveys, interactive web parts and content on demand
♦ Project manager for reducing customer callbacks, email overload and increasing network space on
call center shared drive through the use of the SharePoint Website.
♦ Organized call center visits for representatives from Blackberry, Motorola, Samsung, Asurion,
Nokia, Siemens, HTC and retail sales
♦ Facilitated educational sessions for all leadership and hosted conference calls for local site and all
East Region Call Centers.
♦ Accurately reported key metric results for all center employees for compensation/bonus payouts
on a monthly and quarterly basis totaling over $750k per year
Business Support Analyst 06/06 – 10/08
♦ Improved Nashville call center standing on national level by having the lowest voice tickets
submitted improperly among all sites (2007)
♦ Supported Business Support manager and call center director with analyzing data, trends, and
center comparisons to provide reports to improve perception and performance of coaches and team
managers
♦ Created Nashville Dispute and OCR (One Call Resolution) database which housed quality
disputes from coaches to submit for review by the National Quality Team. The OCR database
housed all calls that were not resolved by each CSR in the center
♦ Implemented automated reports which reduce the update time by 98%, this automation was shared
with each department in the call center and throughout the nation
♦ Facilitated Coach Communication meetings to deliver key messages and business insights to all
leadership (90+)
Administrative Assistant 10/05 – 06/06
♦ Supported associate director and team managers with various projects including presentation
creation, meeting note taker, and outlook calendar schedules updates
♦ Maintained associate director outlook calendar, updates to meeting, email consolidation, travel
arrangements, filing expense reports and any other request which was needed
♦ Assisted our HR department as a front desk receptionist and new hire testing facilitator.
CSR1/CSR II 04/03 – 10/05
2004 Customer Pro
♦ Handled 50-60 customer calls per day by providing world class customer service
 ♦ Assisted with escalations, training support, and floor support
♦ Provided peer to peer support for my team and others to share best practices to resolve customer
concerns.

Bill Heard Chevrolet Antioch, TN

Internet Marketing Coordinator 2003 - 2004
♦ Directed the development and communication of information designed to keep the public
informed of vehicle programs, specials, sales, and accomplishments.
♦ Conducted public-contact programs designed to meet the dealership objectives and goals for
vehicle sales.
♦ Sole responsibility for online support, internet maintenance, and website updates of weekly
vehicle specials and incentives.
♦ Daily uploads and changing content through FTP server to keep dealership website updated on a
consistent basis
♦ Designed a free giveaway lead source on company web page that generated over 1500 leads in 3
months resulting in over $500,000 in sales revenue. www.billheardnashville.com
Business Development Supervisor 2001 - 2003
♦ Directed activities such as research, analysis and evaluation of technical information to determine
feasibility and economic impact of proposed internet expansion and development
♦ Supervised and trained business development center (BDC), consisting of 10-15 agents who
handled a large call volume from potential customers (incoming and outbound calls)
♦ Designed Microsoft Access database to cross reference close to 1 million marketing leads against
the Tennessee Do Not Call List, which produced safe numbers for salesmen and BDC agents to
solicit. This in turn reduced the dealership’s monthly fines from the TRA of $15,000+ to zero.

Education
Tennessee State University Nashville, TN
BBA - Business Information Systems 2002
(Last 4 consecutive semesters on Dean’s List; GPA 3.33)

College of Dupage Glenn Ellyn, IL

A.A. Liberal Arts and Business 1999

Wilco Area Technical Center Romeoville, IL

Certification of Hotel and Airline Management 1995