Richard Tyler

Results-driven leader with 20+ years of experience driving performance, training, and operational excellence across call centers, logistics, and retail environments. Proven ability to improve KPIs, streamline processes, and develop high-performing teams through data-driven coaching and scalable training programs. Skilled in customer experience optimization, workforce development, and cross-functional collaboration.

Adept at leveraging technology and automation to increase efficiency and business impact.

Buyer Experience Supervisor at Auction.com (2024-09 – 2026-03)

Led performance, coaching, and development for a high-volume customer service team, improving service quality and supporting revenue growth. Monitored KPIs and implemented targeted coaching strategies to improve call quality, response time, and customer education. Designed and delivered training programs for new hires and tenured staff, increasing team effectiveness and onboarding efficiency.

• Led performance, coaching, and development for a high-volume customer service team, improving service quality and supporting revenue growth
• Monitored KPIs and implemented targeted coaching strategies to improve call quality, response time, and customer education
• Designed and delivered training programs for new hires and tenured staff, increasing team effectiveness and onboarding efficiency
• Analyzed performance data and identified trends to improve workflows, customer satisfaction, and operational efficiency
• Collaborated cross-functionally to implement process improvements and enhance the overall customer experience
• Fostered a high-performance team culture focused on accountability, engagement, and continuous improvement
• Developed New Training Methods
• Developed Peer Driven Refresh Training Programs
• Trained New Hires
• Reduced Abandonment Rate by 10% points
• Increased CSAT Scores by 8% points
• Email Response Time Average Reduced from 48 Hrs to 24 Hrs
• Identified areas to increase efficiency and effectiveness
• Data Analysis to identify trends and amend processes
• Nurtured and cultivated a positive cooperative work environment
• Ensured updates are communicated timely/effectively

Buyer Experience Specialist at Auction.com (2018-10 – 2024-09)

Responsible for providing superior customer service to clients of all types, providing in depth knowledge and guidance through products, processes and procedures to help ensure customer success. Provided department assistance with other tasks as assigned.

• Provided superior customer service to clients of all types
• Provided in depth knowledge and guidance through products, processes and procedures
• Prepared Training Materials and Conducted Peer Training Sessions and Refresh Courses
• Provided assistance with training of new Buyer Experience Representatives
• Provided Peer Assistance with resolution to various types of issues
• Tested new IVR System and offered suggestions
• Developed Simplified E-mail Response Process

Floor Operations Supervisor at Capital One/IQOR (2018-01 – 2018-10)

Managing and responsible for a team of 25 Customer Service Representatives, ensuring that they adhered to federal and state guidelines while upholding outstanding expectations for Customer Service.

• Managed team of 25 Customer Service Representatives
• Ensured adherence to federal and state guidelines
• Schedule Adherence
• Call Quality Assurance Via Call Monitoring
• Conducted Team Meetings and Performance Evaluations
• Trained New Representatives and Continued Development of Existing Representatives
• Provided Floor Support/Ensured Queues are appropriately staffed

Station Manager at Austin Express (DHL) (2017-05 – 2017-09)

Ensured timely delivery and pick up of customer packages and oversaw scheduling operations.

• Ensured Timely Delivery and Pick up of Customer Packages
• Oversaw Scheduling Operations and Coordinated Special Pickup/Delivery Needs
• Provided Customer Service/Package Tracking and Status Updates
• Scheduled Vehicle Maintenance and Monitored Operations
• Generated Reports and Monitored KPIs

Store Manager at Dakota Watch Co (2015-09 – 2017-05)

Managed retail store operations including sales, customer service, watch repair, and employee development.

• Sales/Customer Service
• Watch Repair/Servicing
• Hiring and Training of New Associates
• Developed Existing Associates for Advancement Opportunities
• Inventory Control/Loss Prevention
• Cash Handling
• Profit/Loss Management

Store Manager at Transworld Entertainment (FYE) (2004-11 – 2015-09)

Managed retail store operations including sales, customer service, inventory, and employee development.

• Sales/Customer Service
• Associate Hiring/Training
• Developed Existing Associates for Advancement Opportunities
• Inventory Control/Loss Prevention
• Cash Handling
• Profit/Loss Management

Self Employed Driver/Transporter at Uber/Lyft (2015-05 – 2018-10)

Provided safe transportation and customer service to passengers.

• Provided Safe Transportation for Clients
• Provided a fun and engaging environment for passengers
• Provided local information to those unfamiliar with the area

Facility Crew at A Walk In The Park (2017-09 – 2017-10)

Handled dog care and facility maintenance operations.

• Dog Handling/Training
• Facility Cleaning/Maintenance
• Doggie Chauffeur

Bachelor of Information Technology and Security in Information Technology and Security (Microsoft) – Baker College of Owosso (2006-12 – 2008-12)

Associates of Applied Science Degree in Computer Networking Technology (Microsoft/CISCO) – Baker College of Owosso (2004-05 – 2006-12)

Career Training in Computer Networking and Repair – Montcalm Area Career Center (2004-05 – 2004-05)