Tiffany Brown
Summary
As a customer service Manager, I aim to support the functioning of business operations by managing staff, coordinating operations, and ensuring exceptional customer service. I am skilled at creating a positive and productive work environment by communicating with team members, setting clear goals, and monitoring performance. Focused professional with several years of success in leadership and staff supervision. Successful at promoting improvements in customer relations, administrative quality and project management. Top-notch professional at communicating with customers and employees to solve problems.
Overview
20
20
years of professional experience
Work History
Customer Service Supervisor
Atlas Disposal
06.2023 - Current
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Identified areas of improvement in the customer service process and developed strategies to address them.
- Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
Customer Service Supervisor
Pick-n-Pull / Schnitzer Steel
06.2022 - 07.2023
- Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
- Assisted customers with product inquiries and resolving complaints promptly and professionally.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Ensured all customer inquiries were handled in accordance with company standards and regulations.
Customer Service Supervisor
AmeriGas / UGI Propane
10.2021 - 04.2022
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
- Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
- Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between customers and agents.
Vision Benefits Supervisor
VSP
11.2019 - 10.2021
- Developed communication materials such as newsletters, brochures, emails and presentations about employee benefits programs.
- Monitored compliance with applicable state laws governing employee benefits administration.
- Ensured that all relevant paperwork is completed accurately prior to submitting applications for approval by regulatory agencies.
- Responded promptly to requests from government agencies regarding filing status or changes in personnel records relating to employee benefits.
Technical Support Manager
Voxpro / Telus
10.2015 - 11.2019
- Developed, implemented, and monitored service level agreements with clients.
- Maintained system documentation and tracked hardware and software inventory.
- Managed a team of technicians in providing timely resolution of customer inquiries.
- Created reports on performance metrics and presented them to senior management.
Customer Service Department Manager
Verizon Wireless
02.2005 - 07.2015
- Managed day-to-day operations while hiring, coaching, and developing new/existing employees
- Regular resource planning to maximize the productivity of resources, and analyze call center statistics to develop, monitor, and improve day-to-day activities.
Education
Skills
- Process Improvement
- Project Management
- Training and Development
- Communication
- Problem-solving
- Continuous Improvement
- Performance Evaluations
- Leading Team Meetings
- Handling Escalations
- Team Building and Leadership
- Call Center Operations
- Workflow Management
- Performance Evaluation
- Problem-Solving
- Training and mentoring
- Records Management
- Time Management
- Team Development
Roles And Responsibilities
Managed day-to-day operations while hiring, coaching, and developing new/existing employees. Regular resource planning to maximize the productivity of resources, and analyze call center statistics to develop, monitor, and improve day-to-day activities.
References
Available upon request.
Leadership Experience
Led teams of up to 75 employees, Supervisors, and Trainers to work towards company priorities such as up-selling, quality control monitoring, training effectiveness, and call-taking efficiencies.
Communication Skills
Refined ability to delegate responsibilities, and provide leadership and training to key personnel. Ability to make daily recommendations and implement changes to procedures.
Timeline
Customer Service Supervisor
Atlas Disposal
06.2023 - Current
Customer Service Supervisor
Pick-n-Pull / Schnitzer Steel
06.2022 - 07.2023
Customer Service Supervisor
AmeriGas / UGI Propane
10.2021 - 04.2022
Vision Benefits Supervisor
VSP
11.2019 - 10.2021
Technical Support Manager
Voxpro / Telus
10.2015 - 11.2019
Customer Service Department Manager
Verizon Wireless
02.2005 - 07.2015