Tiffany Bines
Darlington,SC
Summary
Energetic financial services professional highly effective at working with clients of all levels and backgrounds. Friendly and personable with adaptable approach. Several years of success supporting client financial goals through astute investment guidance.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Service Account & Finance Advisor
Post University
05.2022 - 12.2024
- Led a team of 12+ customer service agents in a collections and finance department, ensuring the efficient collection of overdue payments and resolution of customer billing inquiries
- Developed and implemented strategies to reduce outstanding debt, improve collections processes, and enhance customer satisfaction while maintaining a high level of professionalism
- Managed the preparation and execution of financial collections communications, ensuring compliance with company policies and industry regulations
- Worked closely with the finance team to analyze accounts, identify trends, and proactively address payment delays
- Provided training and coaching to team members on debt recovery processes, negotiation skills, and customer handling in difficult situations
- Utilized Microsoft Excel for reporting on collections metrics, payment trends, and account statuses, ensuring accurate financial forecasting
Customer Success Lead
Cvs Health
08.2020 - 05.2022
- Lead and manage a team of 10+ customer success representatives, overseeing daily operations and ensuring the highest levels of service delivery
- Develop and implement customer success strategies to enhance retention and customer satisfaction
- Act as the primary point of contact for high-value customers, offering tailored solutions and ensuring a seamless experience
- Collaborate with product and development teams to provide feedback and drive continuous improvement
- Monitor key performance indicators (KPIs) and provide regular reporting to leadership on customer health and success metrics
- Utilize Microsoft Office Suite and Facets software to analyze customer data and generate reports to identify trends and actionable insights
Team Lead, Customer Service
Verizon Wireless
North Charleston and Columbia, SC
12.2015 - 02.2019
- Supervised a team of 15+ customer service agents, ensuring productivity, quality, and adherence to company policies
- Trained and mentored new hires, creating training materials and resources to improve onboarding and performance
- Managed escalated customer issues, resolving complex inquiries with professionalism and efficiency
- Implemented process improvements that resulted in a 20% reduction in response time and a 15% increase in customer satisfaction
- Led weekly team meetings to discuss performance metrics, address challenges, and brainstorm solutions
Senior Customer Service Representative
Iqor
North Charleston
01.2014 - 12.2015
- Provided exceptional customer service to clients across multiple channels, including phone, email, and live chat
- Addressed customer inquiries, resolved issues, and provided product recommendations, ensuring a positive customer experience
- Collaborated with internal departments to resolve product issues and ensure timely resolution
- Utilized Microsoft Office Suite and Facets software to track customer interactions, document issues, and create service reports
Customer Service Representative
Blue Cross Blue Shield
Florence, SC
03.2010 - 01.2014
- Delivered high-quality service and support to a diverse client base, maintaining professionalism and empathy in all interactions
- Managed customer orders, processed returns, and handled service inquiries, consistently meeting or exceeding performance targets
- Worked with teams to troubleshoot and resolve product issues, improving customer retention rates
- Developed strong knowledge of Microsoft Office tools to support daily tasks and improve workflow efficiency
Education
Bachelors of Science - Early Childhood Education
Francis Marion University
05.2008
Skills
- Customer Service Leadership
- Team Management & Development
- Customer Success Strategies
- Training & Coaching
- Process Improvement & Optimization
- Microsoft Office Suite
- Facets Software
- CRM Software
- Conflict Resolution
- Data Analysis & Reporting
- Customer Relationship Building
- Project Management
- Cross-functional Collaboration
- Microsoft Office Suite: Advanced proficiency in Excel, Word, PowerPoint, Outlook
- Facets: Proficient in using Facets for customer data management and reporting
- CRM Platforms: Salesforce, Zendesk, HubSpot
- Data Analytics & Reporting: Excel (pivot tables, v-lookups, advanced formulas)
Certification
- Customer Success Management Certification
- Microsoft Office Specialist, Microsoft, 10/01/15
Timeline
Customer Service Account & Finance Advisor
Post University
05.2022 - 12.2024
Customer Success Lead
Cvs Health
08.2020 - 05.2022
Team Lead, Customer Service
Verizon Wireless
12.2015 - 02.2019
Senior Customer Service Representative
Iqor
01.2014 - 12.2015
Customer Service Representative
Blue Cross Blue Shield
03.2010 - 01.2014
Bachelors of Science - Early Childhood Education
Francis Marion University