Tiffanee L. Washington

• Took orders from patrons and input selections into store computer system.
• Drove team success by quickly completing assigned tasks.
• Performed cashier duties such as taking orders, collecting payments and providing change.
• Provided excellent customer service to maintain a positive atmosphere for guests.
• Stocked shelves and cases with new or transferred items.
• Maintained high standards of customer service during high-volume work shifts and fast-paced operations.
• Completed opening and closing tasks such as setting up workstations, cleaning surfaces and restocking supplies.

• Managed and supervised a remote team of technical support advisors across various tiers (Tier 1 and Tier 2) for iOS and MacOS,
• Ensured high-quality service delivery and customer satisfaction.
• Developed and implemented training programs to enhance technical skills and knowledge of support advisors, resulting in an increase in first-call resolution rates.
• Monitored and analyzed team performance metrics to identify areas for improvement and implement corrective actions, achieving a reduction in average handling time.
• Collaborated with engineering and product teams to address recurring technical issues, providing feedback for product enhancements.

• Delivered Tier 2 technical support for MacOS and Tier 1 support for iOS, resolving complex technical issues and escalating when necessary.
• Assisted customers with Apple Pay and iTunes billing inquiries, providing accurate information and resolutions to enhance customer satisfaction.
• Documented and reported software bugs and issues to the development team, contributing to continuous product improvement.
• Created and maintained knowledge base articles to improve the efficiency of the support team and customer self-service options.

• Managed and supervised teams of 25-30 employees in collections operations.
• Researched insurance claims on auto loans classified as total loss or repairable.
• Worked directly with various insurance companies to issue repair checks or process claim denials.
• Attended mediations and negotiated settlements within authority limits.

• Maintained loss funds by ordering and reviewing PDA inspections, collaborating with dealerships and banking institutions to discuss findings

• Processed GAP claim denials and inspected residential and commercial buildings.

• Provided account information to credit card and auto loan customers.
• Screened and made outgoing phone calls to address customer concerns and accounts.
• Upsold products and services to new and existing customers.
• Skip-traced delinquent loans ranging from 0-150 days past due.
• Complied with federal loan regulations and business practices, including FDCPA and FCRA requirements.