• Purvis Mississippi

Tanecia Gray

CCO Call Center Supervisor

Work experience

Work experience

CCO Call Center Supervisor

2013 - 2015
General Dynamics

Supervise, develop, and coach CSRs to assure productivity, quality, attendance, and timeliness of work in the completion of assigned projects and departmental goals.

• Perform tasks to assure service level requirements and adherence goals (such as real-time adherence (RTA) and average handle time (AHT) are met.
• Assume leadership responsibility for department tasks and contact center activities as required.
• Review, approve, and sign timecards on daily and weekly basis as required in the timekeeping policies.
• Participate in the interview process and recommend hiring contact center staff.
• Facilitate and deliver training as required under department guidelines including essential job training (EJT), initiatives, and up training. Ensure 100% completion for all direct reports.
• Act as a point of contact as required.
• Support and enforce contact center expectations as well as departmental and corporate policies and procedures.
• Log in to queues as required during high call volume or all hands status.
• Recommend, complete and deliver corrective actions as applicable.


2012 - 2015
Purvis Middle School
  • Offer assistance with developing study strategies
  • Work to develop a tutoring plan that fits the student’s individual needs
  • Prepare tutoring sessions to ensure academic development
  • Assess  progress throughout tutoring sessions
  • Participate in tutor training and development sessions


2010 - 2011
  • Receive payment by cash, check, credit cards, vouchers, or automatic debits.
  •  Issue receipts, refunds, credits, or change due to customers.
  • Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change.
  • Greet customers entering establishments.
  • Maintain clean and orderly checkout areas.
  • Establish or identify prices of goods, services or admission, and tabulate bills using calculators, cash registers, or optical price scanners.

Assistant Manager

2010 - 2011
Jr Food Mart Inc
  • Assist in the recruiting of, recommend for hire, and train, positive individuals
  • • Motivate, encourage, and challenge store cashiers.
  • • Promote and resolve customer complaints, in a timely and professional manner.
  • • Implement and enforce established daily operating procedures to ensure store is clean, adequately stocked, organized, and well kept.
  • • Ensure all merchandise is stocked and displays are attractive, priced correctly, and displayed in a safe manner.
  • • Maintain quality brand image standards.
  • • Supervise, and discipline all store employees according to company policy.
  • • Monitor daily retail gasoline competitors and sending the prices to the corporate office in a timely manner as established by management.
  • • Complete daily paperwork and computer entry in a timely manner as established by management.
  • • Monitor cash over/short, inventory shrinkage, and drive offs daily.
  • • Conduct Store meetings as needed with employees. 
  • • Follow and enforce all Company Policies and Established Procedures in the store Operations
  • • Implement Monthly promotions, insure all POS advertising/signage is properly posted at the proper time.
  • • Communicate and perform all price change request, mark downs / ups as requested by the Operations Manager.
  • • Implement and enforce all merchandising and vendor policies and procedures.

7th Grade Pre-Algebra Teacher

2008 - 2009
Nettleton Jr. High School
  • Adapt teaching methods and instructional materials to meet students' varying needs and interests.
  • Attend professional meetings, educational conferences, and teacher training workshops to maintain and improve professional competence.
  • Establish and enforce rules for behavior and procedures for maintaining order among students.
  • Establish clear objectives for all lessons, units, and projects, and communicate these objectives to students.
  • Maintain accurate, complete, and correct student records as required by laws, district policies, and administrative regulations
  • Prepare, administer, and grade tests and assignments to evaluate students' progress.
  • Confer with parents or guardians, other teachers, counselors, and administrators to resolve students' behavioral and academic problems.
  • Meet with other professionals to discuss individual students' needs and progress.
  • Plan and conduct activities for a balanced program of instruction, demonstration, and work time that provides students with opportunities to observe, question, and investigate.
  • Assist students who need extra help, such as by tutoring and preparing and implementing remedial programs.



Bachelor in Science

2005 - 2007
Arkansas State University

Associate in Arts

1998 - 2003
Meridian Community College



MS Teaching Certificate

2013 - 2018
State Of MS Department of Education