La Tonya Bynum

Customer Support and Operations Leader with 15+ years of experience leading remote and on-site customer service teams across healthcare, retail, and customer operations environments. Proven success managing high-volume support operations, improving customer experience, resolving escalations, and driving performance through coaching, process improvement, and operational leadership. Experienced in SLA/KPI management, workforce coordination, CRM platforms, quality assurance, and cross-functional collaboration with leadership, operations, and support teams.

Known for building strong team cultures, improving workflows, and delivering customer-focused solutions in fast-paced remote environments.

United States Army

Veteran recognized for adaptability, accountability, and calm leadership under pressure.

Supervisor – Remote Contact Center Operations at Home Depot (2020-06 – 2026-03)

• Led daily operations for a high-volume remote customer support team, ensuring service level performance, productivity goals, and customer satisfaction standards were consistently achieved.
• Managed, coached, and developed remote customer service representatives through performance feedback, one-on-one coaching sessions, and ongoing development planning to improve engagement and operational performance.
• Monitored customer interactions and quality metrics using Verint and CRM systems to ensure compliance, improve service delivery, and identify coaching opportunities.
• Handled complex customer escalations with professionalism and empathy, driving positive customer outcomes while maintaining operational efficiency.
• Partnered cross-functionally with leadership and support teams to identify operational gaps, improve workflows, and implement process improvements that enhanced the customer experience.
• Supported workforce management initiatives including staffing alignment, queue monitoring, schedule adherence, and operational reporting in a fast-paced remote environment.
• Utilized Salesforce, Zendesk, and reporting tools to track trends, document customer interactions, and support data-driven operational decisions.
• Assisted with onboarding and training initiatives for new team members by facilitating virtual support, coaching, and process guidance in a remote environment.

Supervisor – Patient Services/Operations at TriWest Healthcare Alliance (2015-06 – 2020-05)

• Supervised and developed a team of 46 Patient Services Representatives, ensuring adherence to productivity, quality, compliance, and workflow standards.
• Conducted regular one-on-one meetings, performance reviews, coaching sessions, and corrective action discussions to improve employee performance and support professional development.
• Monitored daily operations, staffing levels, and workload distribution to ensure service objectives and operational goals were achieved.
• Generated and analyzed daily and weekly operational reports to identify trends, improve efficiency, and support workforce planning decisions.
• Conducted quality assurance reviews and call monitoring activities, providing actionable coaching and performance feedback to improve service delivery.
• Collaborated with internal leadership and external partners to ensure compliance with organizational standards, regulatory requirements, and customer service expectations.
• Facilitated onboarding, training, and employee development initiatives to improve workforce readiness and long-term team success.
• Retrained employees on compliance, safety procedures, and operational best practices to maintain policy adherence and support continuous improvement efforts.

Supervisor – Customer Service Operations at Connections / Optum (2013-06 – 2015-07)

Oversaw customer service operations in a healthcare contact center supporting member services.

• Managed daily operations of a customer service team focused on delivering high-quality member support
• Conducted call monitoring, coaching sessions, and performance reviews to improve service delivery
• Developed employees for advancement into leadership and specialized roles including appeals and grievance teams
• Implemented process improvements that reduced service delays and improved workflow efficiency
• Partnered with cross-functional teams to resolve escalated cases and ensure regulatory compliance

High School Diploma

Some college in Business courses