Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
Generic

Tiffani Hudson

Milton,GA

Summary

Customer-oriented professional with several-year progressive career focused on enhancing customer service with careful attention to detail and strong follow-through. Polished in assessing systems and developing strategies to reduce process lags. Outstanding organizational and customer-service abilities focused on driving team growth and business profitability.

Overview

27
27
years of professional experience

Work History

Quality Assurance Supervisor

Verizon Connect
Atlanta, GA
09.2018 - Current
  • Developed and implemented Quality Assurance policies, procedures, and standards.
  • Supervised onboarding and training of new personnel to maximize capacities of quality assurance team.
  • Effectively intervened and de-escalated customer escalation calls.
  • Collaborate with management to devise successful strategies for resolving significant quality issues.
  • Collaborate with stakeholders to identify, investigate, and verify complex records and potential risk issues.
  • Facilitate growth and learning for call center team members by providing guidance, training, coaching, and mentoring.
  • Implement strategies to improve customer satisfaction levels.
  • Collaborate with other departments to develop solutions for customer needs.
  • Conduct call evaluations to assess compliance with quality assurance guidelines.
  • Review daily reports on call volume, sales, abandoned calls and other statistics.
  • Analyze customer feedback data to identify trends in customer service issues.
  • Manage staff scheduling to ensure adequate coverage during peak hours.
  • Navigate

Sr. Analyst - Vendor Management

Verizon Connect
Atlanta, GA
09.2015 - 01.2018
  • Analyzed customer feedback data regularly in order to identify areas of improvement within the call center environment.
  • Participated in training sessions designed to enhance job knowledge and improve performance.
  • Provided customer service and technical support to customers via phone, email, and chat.
  • Collaborated with other departments such as IT or Sales in order to resolve customer issues quickly and efficiently.
  • Demonstrated excellent communication skills while interacting with customers over the phone or online.
  • Recommended changes or improvements that would benefit both customers and employees alike.
  • Resolved customer issues related to billing inquiries, account setup, product information, and other general concerns.
  • Generated reports on call volume trends to identify areas needing improvement or attention.
  • Provided assistance with setting up new accounts for customers who were unfamiliar with company products or services.
  • Utilized problem solving skills to troubleshoot system malfunctions or errors reported by customers.
  • Performed follow-up calls to ensure customer satisfaction with services provided.
  • Consistently achieved or surpassed call speed, accuracy, and volume benchmarks.

Customer Service & Technical Supervisor

AT&T
Chicago, IL
07.2003 - 09.2015
  • Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
  • Evaluated employee performance reviews based on specific criteria set forth by management.
  • Assisted customers with product inquiries and resolving complaints promptly and professionally.
  • Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between customers and agents.
  • Recruited qualified personnel when needed for open positions within the department.
  • Ensured all customer inquiries were handled in accordance with company standards and regulations.
  • Analyzed feedback from customers to identify trends in order to improve the overall quality of services provided by the department.
  • Performed root cause analysis on recurring technical issues reported by customers.
  • Analyzed customer feedback data to identify trends and recommend solutions.
  • Collaborated with other departments to resolve complex customer inquiries or complaints.

Call Center Supervisor

First Data
Matteson, IL
05.1997 - 06.2003
  • Incurred a track record of meeting or surpassing benchmarks for call speed, accuracy, and volume on a regular basis.
  • Delivered constructive call process feedback.
  • Conducted regular performance reviews and provided constructive feedback to team members.
  • Developed incentive programs to motivate staff and increase team performance.
  • Developed and monitored key performance indicators to assess team productivity.
  • Managed and resolved customer service escalations, ensuring high levels of satisfaction and fostering long-term business partnerships.
  • Oversaw daily operations of call center team, ensuring adherence to performance standards.
  • Monitored call recordings to identify areas for improvement and compliance with protocols.

Education

Bachelor of Arts - Business Organizational Management

University of Arizona
Tucson, AZ
06-2021

Skills

  • Inbound and Outbound Calling
  • Call Management
  • Account updating
  • Product Knowledge
  • Problem-solving abilities
  • Consultative Sales
  • Customer Relations
  • Team Development
  • Positive and professional
  • Building rapport
  • Prioritization
  • Active Listening
  • Multi-Task Management
  • One Call Resolution

Accomplishments

  • Multiple recipient of Supervisor of the year
  • Achieved multiple Customer Service awards and recognition
  • Participated in Mentorship programs to develop others

References

References available upon request.

Timeline

Quality Assurance Supervisor

Verizon Connect
09.2018 - Current

Sr. Analyst - Vendor Management

Verizon Connect
09.2015 - 01.2018

Customer Service & Technical Supervisor

AT&T
07.2003 - 09.2015

Call Center Supervisor

First Data
05.1997 - 06.2003

Bachelor of Arts - Business Organizational Management

University of Arizona

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Tiffani Hudson