Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Tiffany Charleston

Charlotte,NC

Summary

Dynamic leader with a proven track record at TTEC, enhancing customer satisfaction and team performance through expert complaint resolution and strong teamwork. Excelled in employing Microsoft Excel for data-driven decisions, significantly improving operational efficiency. Renowned for adaptability and a confident approach, consistently meeting and exceeding corporate goals.

Overview

16
16
years of professional experience

Work History

Customer Service Representative

TTEC
Concord, NC
12.2023 - 01.2025
  • Supported sales team members to drive growth and development.
  • Used video conferencing solutions to communicate and train personnel in remote offices.
  • Worked with training team to maintain frontline agent and tier I and II agent product support and certification training initiatives.
  • Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
  • Managed staff scheduling to ensure adequate coverage during peak hours.
  • Facilitated individual coaching sessions with CSRs to realign productivity goals.
  • Reviewed daily reports on call volume, sales, abandoned calls and other statistics.
  • Prepared reports on team performance, customer feedback, and operational metrics for senior management.
  • Planned staff and training meetings and scheduled conference rooms.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Monitored calls for quality assurance purposes.
  • Recruited and trained new employees to meet job requirements.
  • Resolved escalated customer complaints in a timely manner.
  • Ensured compliance with company policies and regulatory requirements within the call center.
  • Oversaw daily operations of call center team, ensuring adherence to performance standards.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Identified appropriate solutions to minimize issues and quickly solve problems.

Area Director of Operations

Bojangles' Famous Chicken 'n Biscuits
Charlotte, NC
03.2009 - 08.2024
  • Implemented best practices in areas such as customer service, safety protocols, quality assurance, inventory control, and employee relations.
  • Performed regular audits of operations activities to identify potential issues or risks.
  • Oversaw personnel by commending or initiating promotions, transfers and disciplinary measures.
  • Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
  • Assessed and evaluated business procedures and implemented structure to improve day-to-day operations.
  • Conducted regular meetings with staff to review progress on goals and objectives.
  • Provided leadership development opportunities to high performing employees.
  • Analyzed data across variety of sources to identify trends, patterns and areas of opportunity.
  • Promoted products, increasing customer base, and market share.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Updated and maintained databases with current information.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.

Education

High School Diploma -

Henderson Independent High School
Salisbury, NC
12-2005

Skills

  • Account updating
  • Complaint resolution
  • Scheduling
  • Tracking complaints
  • Customer consulting
  • Calm demeanor
  • Multitasking and organization
  • Service standard compliance
  • Strong teamwork
  • Microsoft Office Suite
  • Shipping procedures
  • Script adherence
  • Service upselling
  • Critical thinking
  • Typing proficiency
  • Coordination
  • Escalation management
  • Problem resolution
  • Microsoft Excel
  • Office equipment proficiency
  • Professional telephone demeanor
  • Empathy and patience
  • Money handling
  • Adaptability and flexibility
  • Data collection
  • Payment processing
  • Punctuality and reliability
  • Verbal and written communication
  • Research
  • Spreadsheets
  • Call escalation
  • Shipping and receiving
  • Customer service
  • Customer satisfaction measurement
  • Appointment scheduling
  • Order fulfillment

Languages

English
Professional

Timeline

Customer Service Representative

TTEC
12.2023 - 01.2025

Area Director of Operations

Bojangles' Famous Chicken 'n Biscuits
03.2009 - 08.2024

High School Diploma -

Henderson Independent High School

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Tiffany Charleston