TIFFANY BROWN
San Antonio,TX
Summary
Over 15 years of customer service,via call center and in person. Looking for a service-oriented opportunity to increase customer loyalty and strengthen relationshipsa. A
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
16
16
years of professional experience
Work History
Customer Service Representative
Accenture
San Antonio, Texas
10.2021 - 08.2024
- Developed positive relationships with customers through friendly interactions.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed strong relationships with customers by providing personalized assistance and support.
- Answered customer inquiries via phone, email, and chat.
- Assisted customers with life policies, billing, and technical support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Resolved customer complaints promptly and efficiently.
- Maintained a high level of professionalism when dealing with difficult customers.
- Provided accurate information about products and services to customers.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Provided exceptional customer service to ensure customer satisfaction.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Answered inbound calls, chats and emails to facilitate customer service.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Customer Service Executive
Conduent
San Antonio, TX
08.2017 - 08.2021
- Warmly greeted customers by employing positive telephone etiquette and asking well-rounded questions to identify issues
- Provided company information and policies to customers upon inquiry and answered questions via phone, email or online chat
- Handled customer billing errors by researching issues in system and asking detailed questions
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Resolved customer billing errors by researching issues in the system, asking open-ended questions and determining causes for the problems
- Reviewed and provided member with status of authorizations
- Did provider searches for member to help find In Network providers
- Reviewed benefits and provided member with the benefit information
- Confirmed if services were covered with the benefits.
Customer Service Executive
Transcom
San Antonio, TX
10.2016 - 08.2017
- Handled customer billing errors by researching issues in system and asking detailed questions
- Explained benefits and advantages of different product and service offerings to customers
- Updated account information in each customer's record so that data was accurate
- Updated account information after every customer call to keep all dates correct
- Rebundled members into cable packages that better suited their needs
- Added services to members acct per request.
Shift Supervisor
Tacobell/kfc
San Antonio, TX
01.2009 - 10.2016
- Bank deposits
- Inventory counts
- Lead shifts
- Provided employees with additional task, during down time
- Paperwork.
Education
High School Diploma -
Theodore Roosevelt High School
San Antonio, TX01.2007
Some college (No degree) -
St. Philip's College
San Antonio, TXSkills
- Inbound and Outbound Calling
- Data Entry
- Product Knowledge
- Building rapport
- Critical Thinking
- Reading Comprehension
- Call Center Operations
- Multi-Task Management
- Documentation
- Positive and professional
- Adaptive team player
- Professional telephone demeanor
Timeline
Customer Service Representative
Accenture
10.2021 - 08.2024
Customer Service Executive
Conduent
08.2017 - 08.2021
Customer Service Executive
Transcom
10.2016 - 08.2017
Shift Supervisor
Tacobell/kfc
01.2009 - 10.2016
High School Diploma -
Theodore Roosevelt High School
Some college (No degree) -
St. Philip's College