TIFFANIE SMITH
Summary
Dedicated professional with extensive experience in customer support and technical troubleshooting. Expertise in resolving inquiries and enhancing customer satisfaction through effective communication and problem-solving. Demonstrated ability to manage multiple interactions while maintaining quality and productivity in fast-paced environments.
Overview
14
14
years of professional experience
Work History
Chat Specialist
Foundever
10.2023 - 01.2026
- Achieved high customer satisfaction through empathy, active listening, and effective problem-solving.
- Provided real-time customer support through chat platforms, delivering prompt and professional assistance to customers.
- Resolved customer inquiries related to products, services, account information, billing, and technical issues.
- Troubleshoot customer concerns by identifying root causes and guiding users through effective solutions.
- Managed multiple chat conversations simultaneously while meeting productivity and quality performance standards.
- Documented customer interactions, resolutions, and follow-ups in company systems to ensure continuity and accountability.
- Escalated complex issues to appropriate departments while ensuring timely resolution and customer communication.
- Partnered with team members and leadership to streamline processes and elevate customer experience.
- Consistently adhered to company policies, security procedures, and service-level expectations.
Associate II CTS
ADT
01.2023 - 06.2023
- Guided customers through diagnostic and troubleshooting processes for security and technology systems, enhancing overall satisfaction.
- Utilize diagnostic tools and software to identify and resolve technical issues.
- Provide clear instructions and support to customers while ensuring a positive service experience.
- Documented customer interactions and resolutions accurately, contributing to improved knowledge management.
Care Specialist II
Wipro Limited
11.2021 - 01.2023
- Coordinated customer interactions via phone, online, and support channels to ensure comprehensive service.
- Enhanced customer satisfaction by providing timely and effective solutions.
- Addressed customer inquiries and escalated complex issues to enhance resolution effectiveness.
- Gathered and communicated customer feedback to inform ongoing service enhancements.
- Evaluated support processes and contributed recommendations for operational enhancements.
- Tracked customer service metrics and identified trends impacting performance.
Direct Support Professional
Morning Star Personal Care Inc.
08.2017 - 05.2018
- Delivered direct supervision and support in home and community settings to enhance client engagement and safety.
- Assisted clients with daily living activities while promoting independence and dignity.
- Empowered individuals with developmental, physical, and mental disabilities to achieve personal goals.
- Ensured accurate activity logs and personal records to support client care and progress tracking.
Recreational Service Assistant
Foundation of Exceptional Achievers, Inc.
02.2017 - 07.2017
- Developed and facilitated recreational and social programs to promote engagement and well-being for individuals receiving services.
- Encouraged social interaction and personal growth through targeted life skills development activities.
- Completed daily service documentation and progress notes.
- Ensured compliance with organizational safety policies and procedures.
Residential Service Coordinator
Community Friendship, Inc.
02.2016 - 01.2017
- Trained residents in independent living skills, including budgeting, meal planning, personal hygiene, and household management.
- Coordinated transportation for residents to appointments and community activities to enhance their engagement and independence.
- Monitored medication self-administration and maintained required records.
- Conducted assessments to identify resident strengths and support needs, facilitating tailored care plans.
- Fostered a safe, supportive, and person-centered environment, ensuring residents' well-being and dignity.
Cashier
Kroger Supermarket
07.2012 - 12.2013
- Processed cash, credit card, and check transactions accurately.
- Opened and closed cash registers and balanced tills.
- Resolved customer concerns and complaints, ensuring satisfaction and fostering repeat business.
- Assisted customers by providing information on products and store services, enhancing their shopping experience.
- Enhanced team skills by training new cashiers in store procedures and best practices. on store procedures and customer service standards, improving team performance and service quality.
- Maintained knowledge of store inventory and promotions.
Education
High School Diploma -
Salem High School
Conyers, GA05-2010
Skills
- Customer service and support
- Technical troubleshooting
- Problem resolution
- Client relations
- Documentation and record keeping
- Team collaboration
- Training and mentoring
- Communication skills
- Time management
- Microsoft Office and support systems
- Multitasking
Timeline
Chat Specialist
Foundever
10.2023 - 01.2026
Associate II CTS
ADT
01.2023 - 06.2023
Care Specialist II
Wipro Limited
11.2021 - 01.2023
Direct Support Professional
Morning Star Personal Care Inc.
08.2017 - 05.2018
Recreational Service Assistant
Foundation of Exceptional Achievers, Inc.
02.2017 - 07.2017
Residential Service Coordinator
Community Friendship, Inc.
02.2016 - 01.2017
Cashier
Kroger Supermarket
07.2012 - 12.2013
High School Diploma -
Salem High School