Tiffanye Timpson
Ellicott City,MD
Summary
Customer Success and Operations professional with 17+ years of experience supporting enterprise and consumer clients across financial services, healthcare, utilities, energy, and technology sectors. Proven leader with a strong background in team management, escalations, and cross-functional collaboration. Recognized for driving customer retention, improving service delivery, mentoring teams, and acting as a strategic customer advocate in highly regulated, fast-paced environments.
Overview
23
23
years of professional experience
Work History
Maintenance Production Administrator / Dispatcher / Lead Customer Care Representative
Casella Waste / GFL Environmental
Gaithersburg, MD
01.2023 - Current
- Managed both locations, purchasing, inventory control, warranty recovery, and repair order processing while serving as a key customer contact for service, billing, and account inquiries.
- Resolved escalated customer concerns, processed refunds and payments, maintained compliance documentation, and collaborated with field teams and sales to ensure consistent service delivery and customer satisfaction.
- Utilized dispatch systems to monitor and record deliveries, issues/concerns, and problem resolutions.
- Entered complete and accurate order details into dispatch systems and forecasted future schedule demands.
- Responsible for route coordination and dispatching trailer and straight truck drivers.
- Communicated information about traffic delays, vehicle breakdowns, project delays, or delivery issues.
- Assisted with payroll activities related to drivers.
- Dispatched trucks and tracked performance in real time.
- Monitored overall demand and utilization while prioritizing work distribution.
- Maintained constant communication with drivers, operations, and sales team throughout each order.
- Communicated with customers to confirm orders and provide logistical updates; addressed questions, problems, or requests for additional products/services as needed.
- Monitored and alerted drivers and other personnel as needed of traffic problems, such as construction areas, accidents, congestion, weather conditions, or other hazards.
- Ensured necessary paperwork and schedules were completed accurately and submitted in a timely manner.
- Processed expense reports and issued fuel cards.
- Managed and updated delivery and pick up time sheets.
- Effectively worked with internal dispatchers to solve day-to-day issues.
- Adjusted delivery and backhaul assignments to accommodate breakdowns, late trucks, and other changes.
- Reviewed and confirmed plans for the upcoming workday.
Customer Care Team Lead / Administrator Head
VIAVI Solutions
Germantown, MD
05.2017 - 11.2022
- Led and coached a team of 10 customer service professionals, setting performance goals, monitoring KPIs, and providing ongoing mentorship.
- Acted as escalation point for complex customer issues, partnered with sales, finance, operations, and service teams to support the full customer lifecycle, and improved service levels, customer satisfaction, and retention through process optimization.
Customer Service Account Representative II
Exelon Energy / Baltimore Gas & Electric
Baltimore, MD
10.2014 - 05.2017
- Served as single point of contact for SMART meter installations and repairs, coordinated technician scheduling, and resolved high-volume customer inquiries while delivering a personalized, compliant customer experience.
Pharmacy / Customer Service Advocate
Kaiser Permanente (Remote)
Fulton, MD
10.2014 - 01.2017
- Supported members in a high-volume call center environment, resolved claims and authorization issues, educated customers on benefits, and ensured compliance with HIPAA, FOIA, and Privacy Act requirements.
Underwriter / Account Manager
CNAC Financing
Dundalk, MD
12.2011 - 10.2014
- Managed customer accounts by evaluating credit risk, negotiating payment arrangements, and resolving delinquent accounts while maintaining strong client relationships.
Dealer Collection Account Manager
Automotive Finance Corporation
Jessup, MD
11.2009 - 12.2011
- Managed a portfolio of approximately 250 dealer accounts, handled audits, collections, and compliance documentation, and served as liaison between dealers and internal stakeholders.
Senior Account Manager
Peak Technologies
Columbia, MD
10.2006 - 11.2009
- Managed enterprise customer accounts supported custom billing and reconciliation processes and provided performance reporting to accounting leadership.
Debt Negotiator / Client Services Representative
Amerix / Ascend One / CareOne Corporation (Remote)
Columbia, MD
09.2002 - 10.2006
- Built trusted client relationships, negotiated debt settlements, and guided customers through financial recovery programs.
Education
Business Management - Coursework
Coppin State University
High School Diploma -
Randallstown Senior High School
Skills
- Microsoft Word
- PowerPoint
- Excel
- Data entry
- Time sheets entry
Timeline
Maintenance Production Administrator / Dispatcher / Lead Customer Care Representative
Casella Waste / GFL Environmental
01.2023 - Current
Customer Care Team Lead / Administrator Head
VIAVI Solutions
05.2017 - 11.2022
Customer Service Account Representative II
Exelon Energy / Baltimore Gas & Electric
10.2014 - 05.2017
Pharmacy / Customer Service Advocate
Kaiser Permanente (Remote)
10.2014 - 01.2017
Underwriter / Account Manager
CNAC Financing
12.2011 - 10.2014
Dealer Collection Account Manager
Automotive Finance Corporation
11.2009 - 12.2011
Senior Account Manager
Peak Technologies
10.2006 - 11.2009
Debt Negotiator / Client Services Representative
Amerix / Ascend One / CareOne Corporation (Remote)
09.2002 - 10.2006
Business Management - Coursework
Coppin State University
High School Diploma -
Randallstown Senior High School