Tiffanie Knode
Hagerstown,MD
Summary
Dynamic professional with a proven track record at Loves Travel Stop and Country Stores and Fiserv, excelling in operations oversight and customer service. Skilled in CRM software and conflict resolution, significantly enhanced customer satisfaction and operational efficiency. Expert in staff training and performance analysis, driving business growth and employee development.
Overview
7
7
years of professional experience
Work History
WFMS Select Service Advisor
Fiserv
02.2023 - Current
- Maintained high customer satisfaction standards to meet or exceed targets.
- Promptly responded to inquiries and requests from prospective customers.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Cross-trained and backed up other customer service managers.
- Investigated and resolved customer inquiries.
- Exhibited high energy and professionalism when dealing with clients and staff.
General Manager
Loves Travel Stop and Country Stores
09.2021 - 01.2023
- Managed budget implementations, employee evaluations, and contract details.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Interacted well with customers to build connections and nurture relationships.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
Operations Manager
Loves Travel Stop and Country Stores
11.2019 - 09.2021
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Increased profit by streamlining operations.
- Analyzed and reported on key performance metrics to senior management.
- Developed and maintained relationships with external vendors and suppliers.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Assisted in recruiting, hiring and training of team members.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Assistant Manager, Customer Service
Loves Travel Stop and Country Stores
06.2018 - 11.2019
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
Shift Lead
Loves Travel Stop and Country Stores
11.2017 - 06.2018
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Helped store management meet standards of service and quality in daily operations.
- Responded to and resolved customer questions and concerns.
Cashier
Loves Travel Stop and Country Stores
04.2017 - 11.2017
- Helped customers complete purchases, locate items, and join reward programs.
- Greeted customers entering store and responded promptly to customer needs.
- Addressed customer needs and made product recommendations to increase sales.
- Welcomed customers and helped determine their needs.
Education
High School Diploma -
North Hagerstown High School
Hagerstown, MD06.2009
Skills
- Customer Retention
- Customer Service
- Technical Support
- CRM Software
- Price Quoting
- Handling Customer Complaints
- Call Center Operations
- Tech-Savvy
- Multitasking and Organization
- P&L Management
- Schedule Management
- Expense Control
- Staff Supervision and Training
- Risk Mitigation
- Time Management
Timeline
WFMS Select Service Advisor
Fiserv
02.2023 - Current
General Manager
Loves Travel Stop and Country Stores
09.2021 - 01.2023
Operations Manager
Loves Travel Stop and Country Stores
11.2019 - 09.2021
Assistant Manager, Customer Service
Loves Travel Stop and Country Stores
06.2018 - 11.2019
Shift Lead
Loves Travel Stop and Country Stores
11.2017 - 06.2018
Cashier
Loves Travel Stop and Country Stores
04.2017 - 11.2017
High School Diploma -
North Hagerstown High School
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