TIFFANY AUSTIN
Charlotte,NC
Summary
Flexible Customer Service Representative offering 20 years of success in resolving customer concerns and inquiries. Versed in accurately documenting call details and preparing reports. Committed to providing helpful answers and relevant information to retain clients.
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
28
28
years of professional experience
Work History
Medicare Customer Service Representative
Cigna Healthcare
Bloomfield, CT
10.2022 - Current
- Assist existing customers to to stay with Cigna before their existing membership expires by helping cancel their new health insurance plans with other companies.
- Speak with Medicare customers and assist with any issues or concerns before leaving Cigna to go with another company. Document accurate notes in One View and Sales Force CRM systems.
- Provided customer feedback to management team to ensure customer satisfaction.
- Resolved customer complaints in a timely manner while maintaining excellent customer service skills.
- Conducted regular follow-up calls with existing customers to ensure their continued satisfaction with services provided.
- Performed outbound calling campaigns to current customers in order to encourage repeat business and loyalty programs participation.
- Reviewed competitor offerings regularly in order to stay informed about industry trends and pricing structures.
- Explained new products and services to customers.
- Referred unresolved customer service issues to designated departments for investigation.
- Conferred with customers to take or enter orders, cancel accounts and gather details of complaints.
Realtor/Buyer's Agent
eXp Realty
Charlotte, NC
08.2021 - 08.2022
- Managed real estate transactions from initiation to closing.
- Scheduled home viewings with potential buyers.
- Maintained current and accurate CRM database of prospective customers.
- Prepared forms needed for real estate transactions, contracts, deeds, closing statements and leases.
- Generated list of properties to meet specific client needs.
- Researched and determined competitive market price.
- Represented buyers and sellers in major real estate transactions.
- Accompanied buyers during property inspections.
- Communicated with inspectors, lenders and pest control companies to maintain purchase agreement terms.
- Promoted properties via advertisements, open houses and multiple listing services.
- Conferred with escrow companies, lenders and home inspectors to expedite transactions and home buying process.
- Showed residential properties and explained features, value and benefits of available homes.
- Advised prospective clients on current market activities and optimal buying or selling choices.
- Verified accuracy of documentation and fund disbursements for sales.
Account Manager
Coca Cola Consolidated
Charlotte, NC
06.2015 - 01.2021
- Oversaw multiple accounts and worked diligently to meet and exceed performance goals.
- Developed strategic growth plans for new and existing customers.
- Built and maintained productive relationships with customers and internal partners.
- Developed sales strategies and comprehensive understanding of customers' business models.
- Input data into CRM system to manage existing portfolios and potential leads.
- Acted as main point of contact in matters relating to client concerns and needs.
- Provided alternative tactics to solving problems and satisfying customer needs to deescalate customer interactions.
- Used CRM database to track referral and appointment data.
- Followed up with key account business partners to maximize account potential and generate project leads.
Customer for Life/Retention Specialist
CPI Security Systems
Charlotte, NC
09.2007 - 06.2015
- Contacted customers about potential service upgrades, new security services and account changes.
- Successfully manage high-volume inbound and outbound calls within the retention department while managing other high priority daily tasks
- Establish new accounts with new homeowners through effective suggestive sales techniques
- Assist existing customers with account transitions and solve customer problems.
- Promoted customer retention by using exceptional interpersonal skills.
- Performed customer negotiations to reach fair conclusion for both business and customer.
- Explained new products and services to customers.
- Analyzed customer feedback and developed new techniques to ensure customer retention.
- Compiled all calls and interactions into computer data system.
- Responded to 80 customer queries daily.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Informed customers about product lines and services offered by company.
- Engaged customers with proactive strategies to understand needs and develop successful solutions.
- Upsold products and services to address customer needs and maximize sales.
Residential Sales Consultant
CPI Security Systems
Charlotte, NC
12.2006 - 09.2007
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Designed, implemented and maintained security systems and controls.
- Motivated and encouraged team members to communicate more openly and constructively with each other.
- Exceeded customer satisfaction by finding creative solutions to problems.
General Manager
Chyna Doll Enterprises
New York, NY
03.1996 - 08.2006
- Accountable for meeting or exceeding client growth by 15 percent
- Succeeded in developing new business that resulted in a 25 percent increase in company revenue
- Developed pricing and sales strategies that helped maximize firm’s profits
- Interfaced with record producers, marketing and product managers, photographers, video directors and artist managers
- Recruited, hired, and supervised interns and fashion stylists
- Provided leadership, direction, and coaching of up to 5 interns.
- Conducted employee evaluations to provide adequate feedback and recognize quality performance.
- Created schedules and monitored payroll to remain within budget.
- Developed employee handbook, detailed job descriptions and workflow plans to formalize operational systems and procedures.
Education
Associate of Applied Science - Computer And Information Sciences
Westchester Business Institute
White Plains, NY05.1996
Some College (No Degree) - General Business Administration, Computer Office Administration
Iona College
New Rochelle, NYSkills
- Customer Account Management
- Calm and Professional Under Pressure
- De-escalation Techniques
- Upbeat and Positive Personality
- Customer Service
- Customer Retention Strategies
- Data Entry
- Building Customer Trust and Loyalty
- Relationship Building
- Verbal and Written Communication
- Account Management
- CRM Software
- Experienced Buyers' Agent
- Negotiations Expert
- Lead Follow up
- Service Oriented
- Negotiation Management
Timeline
Medicare Customer Service Representative
Cigna Healthcare
10.2022 - Current
Realtor/Buyer's Agent
eXp Realty
08.2021 - 08.2022
Account Manager
Coca Cola Consolidated
06.2015 - 01.2021
Customer for Life/Retention Specialist
CPI Security Systems
09.2007 - 06.2015
Residential Sales Consultant
CPI Security Systems
12.2006 - 09.2007
General Manager
Chyna Doll Enterprises
03.1996 - 08.2006
Associate of Applied Science - Computer And Information Sciences
Westchester Business Institute
Some College (No Degree) - General Business Administration, Computer Office Administration
Iona College
Similar Profiles
William M. Gibson Jr.William M. Gibson Jr.
Business Analyst (Lead Financial Analyst) at Cigna HealthcareBusiness Analyst (Lead Financial Analyst) at Cigna Healthcare
Lourdes McLeveyLourdes McLevey
Nurse Case Management Lead Analyst at Cigna HealthcareNurse Case Management Lead Analyst at Cigna Healthcare
KEVIN MARRAROKEVIN MARRARO
Financial Operations Senior Analyst at Cigna HealthcareFinancial Operations Senior Analyst at Cigna Healthcare