Tiffany Clifton
Noble,OK
Summary
Ability to build, maintain and retain an excellent relationship with customers. Maintained a minimum of first call resolution 95 percent of my live call time. Floor walked to assist new reps with questions and concerns. Ability to utilize multiple computer systems and tools and toggle screens with ease. Ability to embrace and apply change as the call center field is about change and updating systems and policies and procedures to better assist our customers. Excellent communication skills and patients for customers. Ability to deescalate and show empathy to customers. This skill allowed me in and I was able to maintain a position in the top 5 for save rate in the retention department, including a letter to Gary Force, founder of Sprint/Nextel in regards to outstanding Customer Support and Willingness to go above and beyond for the customers.
Overview
24
24
years of professional experience
1
1
Certification
Work History
DCS
State of Oklahoma JD McCarty Center
Norman, OK
04.2024 - Current
- Initiated referrals for additional medical treatment when necessary.
- Provided emotional support to individuals in crisis situations.
- Responded promptly and appropriately to emergency situations involving clients.
- Monitored client progress and reported changes in behavior or health status to appropriate personnel.
- Facilitated group activities designed to promote socialization skills among clients.
- Adhered to all agency policies and procedures regarding client confidentiality, safety protocols.
- Assisted with meal preparation, grocery shopping, laundry services.
- Encouraged positive behaviors while managing challenging behaviors using non-violent techniques.
- Implemented therapeutic interventions with evidence-based practices.
- Organized recreational activities for clients, such as trips to local parks or movie theaters.
- Provided transportation assistance for appointments or errands when needed.
- Collaborated with other healthcare professionals, such as social workers or mental health counselors, to provide comprehensive care for clients.
- Provided emotional support during difficult times for both clients and their families.
- Participated in staff meetings and training sessions to stay current on best practices related to direct care services.
- Assisted clients with daily living tasks, such as bathing and dressing.
- Maintained accurate records of services provided and client progress notes.
- Advocated for disabled individuals to foster communication and self-expression and achieve goals.
- Enhanced patient wellbeing by supporting participation in recreational activities.
- Transported clients to doctor's appointments and errands.
- Used approved crisis intervention techniques in emergency situations.
- Accompanied or transported clients to appointments, errands and social activities.
- Assisted with planning and coordination of activities and outings based on individual needs.
- Provided direct care to individuals with intellectual and developmental disabilities, fostering activities of daily living.
- Assisted individuals in learning and developing new skills.
- Monitored client's well-being, safety and comfort under physician direction.
- Documented current patient information to update vital signs, behaviors, and eating habits.
- Reported changes in client condition to administrators, facilitating nursing intervention.
- Encouraged and reassured clients throughout transitions to facilitate smooth discharge.
- Followed care plan and directions to administer medications.
- Assisted individuals in development of social skills to become integrated in community.
- Aided with mobility and independence for disabled individuals and continually monitored safety.
- Maintained clean and well-organized environment for client happiness and safety.
- Leveraged database management system to track and report service hours, details of activities and progress on goals.
- Developed strong and trusting rapport with patients to facilitate smooth, quality care.
- Built strong and trusting rapport with clients and loved ones.
- Monitored health and well-being of clients and reported significant health changes.
- Consulted with client care team to continually update care plans.
- Helped clients adjust to new lifestyles during periods of incapacitation or recuperation.
- Obtained sources of entertainment for clients to provide full and enjoyable daily activities.
- Contributed to case reviews of client status and progress.
- Helped clients get in and out of beds and wheelchairs.
- Maintained cleanliness of clients' environment by cleaning surfaces and washing clothes or dishes.
- Helped clients communicate with loved ones by typing written messages and relaying verbal messages.
- Assisted clients with maintaining good personal hygiene.
- Instructed family members on how to provide bedside care.
- Drove clients to doctors' appointments and social outings.
- Planned and prepared healthy meals and snacks for clients and provided assistance with eating when necessary.
- Maintained detailed records of services performed on clients.
- Partnered with registered nurses and physiotherapists to provide care to patients.
- Recorded client status progress and challenges in logbooks and reports.
Hilltop Hideaway Bar
01.2021 - Current
- Provided professional resolution to customer issues.
- Participated in weekly team meetings to discuss goals and objectives set by management.
- Monitored guests' alcohol consumption levels to prevent over-intoxication or underage drinking.
- Greeted customers and provided excellent customer service.
- Attended regular training sessions to stay updated on new products or trends.
- Provided drink suggestions to customers based on their preferences.
- Managed cash drawer at the end of each shift ensuring accuracy of funds received.
- Adhered to state regulations regarding serving alcohol responsibly.
- Cleansed glasses with sanitizing solution after each use.
- Checked identification cards for proof of age prior to serving alcohol beverages.
- Stocked ice bins and coolers as needed throughout shift.
- Ensured proper sanitation of bar area, glassware, utensils, and equipment.
- Organized storeroom inventory of supplies such as cups, napkins, straws.
- Maintained inventory of liquor, beer, wine, and other beverage items.
- Prepared alcoholic and non-alcoholic beverages according to recipe standards.
- Processed payments accurately and efficiently with POS system.
- Assisted in setting up the bar for service shift.
- Developed good working relationships with fellow employees through effective communication.
- Followed safety protocols while handling sharp tools or dangerous chemicals.
- Performed opening and closing duties including restocking supplies.
- Mixed and served both alcoholic and non-alcoholic drinks for patrons by following standard recipes and procedures.
- Displayed and retained extensive knowledge of liquors, wines and entrees.
- Collected and organized daily till totals and tips.
- Kept track of bar tabs and transferred open tabs to dining area for wait staff.
- Operated cash register and Point of Sale (POS) system for transactions and made proper change for cash transactions.
- Upsold customers from shelf to premium brands to help boost sales.
- Poured wine, beer and cocktails for patrons.
- Completed regular bar inventories and daily requisition sheets.
- Followed alcohol awareness procedures for preventing intoxication and handling intoxicated guests.
- Managed bar area, cocktail design and menu and handled inventory, regulation compliance, and customer relationships.
- Planned and coordinated special events to boost customer numbers and profits.
- Checked identification of guests to verify age requirements for alcohol purchase.
- Balanced daily registers and generated sales reports for management.
- Stayed up-to-date on latest mixology trends, bar equipment, and sanitation standards.
- Introduced bar staff to precision pouring and waste reduction tactics to lower liquor costs.
- Trained new bartenders on drink preparation and upselling techniques.
- Prepared cocktails from bar recipes and served wine, draft and bottled beer.
- Recommended food and drinks to patrons based on preference, pairings and special promotions.
- Maintained knowledge of bar and menu options to prepare drinks and make food recommendations.
- Effectively multitasked within fast-paced environment.
- Greeted guests with friendliness and professionalism.
- Cleaned up spills and broken glassware and safely disposed of sharp pieces.
- Measured and mixed house ingredients to prepare both custom and menu drink orders.
- Arranged bottles and glasses behind bar to make attractive displays.
- Remained calm and poised during busy periods, promoting great customer service to guests.
- Monitored customer drink levels and suggested additional drink purchases at appropriate times to boost sales.
- Persuaded highly intoxicated customers to stop drinking and arranged alternative transportation.
- Organized bar supplies in stock room to support timely and efficient retrieval and replenishment.
- Communicated with security staff to de-escalate customer conflicts and remove customers if necessary.
- Worked in close collaboration with team members to ensure customers received high-quality service.
- Greeted frequent visitors by name and explained new promotions.
- Studied industry trends to inform planning of bar menu and development of new drink recipes.
- Described drink flavors and taste profiles to customers to help with ordering decisions.
- Made friendly conversation with customers to provide enjoyable bar experience.
- Carefully inspected identification of customers to verify age requirements for purchase of alcohol.
- Monitored bar inventory and promptly restocked low items before depletion.
- Managed accurate bar tabs and processed cash and credit card transactions.
- Neatly sliced and pitted fruit for garnishing drinks.
Server Trainer
Rubys Inn and Restaurant
Purcell, OK
03.2017 - 04.2024
- Mentored new instructors on proper delivery techniques for various types of training activities.
- Monitored performance of trainees throughout the course duration to identify areas for improvement.
- Coached staff members on best practices for optimizing server performance levels.
- Ensured all safety protocols were followed while using equipment during demonstrations.
- Encouraged team collaboration among participants throughout the course duration.
- Maintained a positive learning environment by addressing any questions or concerns raised by participants promptly.
- Identified opportunities for improving existing processes related to training operations.
- Conducted hands-on workshops to demonstrate server features and functions to trainees.
- Provided one-on-one support to ensure successful completion of training objectives.
- Instructed new staff members on food handling procedures and service techniques.
- Performed continuous reviews of wait staff and provided feedback directly to team members as well as managers.
- Educated waiters on menu, memorization strategies and how to convey information clearly.
- Collaborated with management to identify training needs and develop strategies for continuous improvement.
- Provided ongoing coaching and feedback to new servers, facilitating a smooth transition to their roles.
- Oversaw certification process for food handling and safety for all new servers, ensuring compliance with health regulations.
- Facilitated team-building activities to foster a positive and collaborative work environment among new hires.
- Welcomed guests with personable attitude and brought beverage orders while reviewing menu options.
- Guided new servers in developing upselling strategies to enhance guest experience and increase sales.
- Implemented role-play scenarios to simulate real-life situations, enhancing problem-solving and communication skills among trainees.
- Prepared salads, appetizers, and garnishes to assist kitchen staff.
- Calculated charges, issued table checks, and collected payments from customers.
- Introduced time-management techniques to help new servers efficiently balance multiple tables and customer requests.
- Communicated with hosts, bussers and kitchen staff to prepare for and serve customers.
- Verified guest satisfaction with meals and suggested additional items to increase restaurant sales.
- Provided exceptional service to high volume of daily customers.
- Explained goals and expectations required of trainees.
Bartender
El Toro
01.2017 - 01.2018
- Resolved customer complaints in a professional manner.
- Participated in weekly team meetings to discuss goals and objectives set by management.
- Monitored guests' alcohol consumption levels to prevent over-intoxication or underage drinking.
- Greeted customers and provided excellent customer service.
- Attended regular training sessions to stay updated on new products or trends.
- Provided drink suggestions to customers based on their preferences.
- Managed cash drawer at the end of each shift ensuring accuracy of funds received.
- Adhered to state regulations regarding serving alcohol responsibly.
- Cleansed glasses with sanitizing solution after each use.
- Stocked ice bins and coolers as needed throughout shift.
- Kept track of all orders made by customers and communicated them promptly to kitchen staff.
- Ensured proper sanitation of bar area, glassware, utensils, and equipment.
- Organized storeroom inventory of supplies such as cups, napkins, straws.
- Processed payments accurately and efficiently with POS system.
- Assisted in setting up the bar for service shift.
- Developed good working relationships with fellow employees through effective communication.
- Performed opening and closing duties including restocking supplies.
- Mixed and served both alcoholic and non-alcoholic drinks for patrons by following standard recipes and procedures.
- Displayed and retained extensive knowledge of liquors, wines and entrees.
- Collected and organized daily till totals and tips.
- Completed regular bar inventories and daily requisition sheets.
- Poured wine, beer and cocktails for patrons.
- Followed alcohol awareness procedures for preventing intoxication and handling intoxicated guests.
- Upsold customers from shelf to premium brands to help boost sales.
- Operated cash register and Point of Sale (POS) system for transactions and made proper change for cash transactions.
- Prepared cocktails from bar recipes and served wine, draft and bottled beer.
- Managed bar area, cocktail design and menu and handled inventory, regulation compliance, and customer relationships.
- Balanced daily registers and generated sales reports for management.
- Stayed up-to-date on latest mixology trends, bar equipment, and sanitation standards.
Bar Tender
Alibis Bar
01.2011 - 01.2012
- Resolved customer complaints in a professional manner.
- Participated in weekly team meetings to discuss goals and objectives set by management.
- Monitored guests' alcohol consumption levels to prevent over-intoxication or underage drinking.
- Greeted customers and provided excellent customer service.
- Attended regular training sessions to stay updated on new products or trends.
- Provided drink suggestions to customers based on their preferences.
- Managed cash drawer at the end of each shift ensuring accuracy of funds received.
- Adhered to state regulations regarding serving alcohol responsibly.
- Checked identification cards for proof of age prior to serving alcohol beverages.
- Stocked ice bins and coolers as needed throughout shift.
- Kept track of all orders made by customers and communicated them promptly to kitchen staff.
- Ensured proper sanitation of bar area, glassware, utensils, and equipment.
- Organized storeroom inventory of supplies such as cups, napkins, straws.
- Assisted in setting up the bar for service shift.
- Processed payments accurately and efficiently with POS system.
- Maintained inventory of liquor, beer, wine, and other beverage items.
- Prepared alcoholic and non-alcoholic beverages according to recipe standards.
- Followed alcohol awareness procedures for preventing intoxication and handling intoxicated guests.
- Upsold customers from shelf to premium brands to help boost sales.
- Stayed up-to-date on latest mixology trends, bar equipment, and sanitation standards.
- Remained calm and poised during busy periods, promoting great customer service to guests.
- Monitored customer drink levels and suggested additional drink purchases at appropriate times to boost sales.
- Neatly sliced and pitted fruit for garnishing drinks.
- Managed accurate bar tabs and processed cash and credit card transactions.
Insurance Servicing Agent
AAA of NCNU
01.2009 - 01.2011
- Assisted with customer inquiries, complaints, and requests for information regarding insurance policies.
- Verified accuracy of customer data entered into the system.
- Actively participated in training sessions to stay up-to-date on changes in regulations related to insurance policies.
- Investigated discrepancies between actual charges and expected premiums.
- Advised customers on available coverage options that best fit their individual needs.
- Facilitated payment processing for premium payments and renewals.
- Greeted customers and provided prompt, courteous service.
- Collaborated with colleagues from other departments to resolve escalated customer issues.
- Performed administrative duties such as filing, scanning, faxing, copying documents.
- Assisted with resolving complex claims or billing disputes in a timely manner.
- Conducted follow-up calls to ensure satisfactory resolution of customer issues.
- Educated customers on new insurance products and services relevant to their needs.
- Developed and maintained strong professional relationships with customers through exceptional service.
- Provided detailed explanations of insurance coverage and policy limitations to customers.
- Attended training and educational seminars to enhance knowledge and credentials.
- Implemented strategies to cross-sell and upsell insurance products, enhancing customer value.
Home School Teacher
01.2008 - 01.2010
- Monitored student development through regular assessments and feedback from parents.
- Coordinated with other homeschool teachers to ensure that appropriate standards were met.
- Managed a variety of tasks related to daily operations including grading assignments, creating reports.
- Planned field trips to various educational institutions to enhance the classroom experience.
- Maintained records of student attendance, grades, and performance evaluations.
- Provided one-on-one mentorship opportunities for students who require extra attention or guidance.
- Provided guidance and support to parents on how to best teach their children at home.
- Created lesson plans, activities, and assessments to assess student progress in their learning journey.
- Developed and implemented a comprehensive homeschool curriculum for students of all ages.
- Observed students for specific learning styles and planned activities to maximize learning.
- Established and maintained a safe, encouraging, and supportive learning environment.
- Developed lesson plans based on student strengths and weaknesses.
- Monitored student social and emotional well-being, providing guidance and support as needed.
Customer Service
AT&T
01.2007 - 01.2008
- Collaborated with other departments within the organization when necessary.
- Identified and escalated priority issues as needed.
- Processed customers' orders over the phone and provided follow-up services to ensure satisfaction with products or services.
- Researched required information using available resources.
- Complied with quality assurance standards while handling customer inquiries.
- Adhered to all company policies and procedures when dealing with customers.
- Ensured compliance with applicable laws and regulations related to customer service activities.
- Utilized computer technology to handle high volume of calls in a timely manner.
- Answered incoming customer calls regarding product inquiries, orders, complaints and general customer service.
- Maintained records of customer interactions and transactions for future reference.
- Assessed customer needs and provided solutions to resolve their issues in a timely manner.
- Maintained accurate records of incoming calls in internal database.
- Offered resolutions to de-escalate calls and solve customer issues.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
Tier 1 Technical Support, Floor Walker, Team Lead Assistant, Tier 2 Advanced Data and Technical Support
Sprint/Nextel
Oklahoma City, OK
01.2005 - 01.2007
- Monitored customer feedback to ensure high levels of satisfaction.
- Recommended upgrades or additional features that could enhance user experience.
- Conducted research into product-related issues, identified solutions, and provided accurate information to customers.
- Performed regular maintenance checks on customers' systems.
- Participated in special projects as assigned by management team.
- Ensured compliance with company policies and procedures regarding technical support operations.
- Identified potential areas for improvement in existing products or services.
- Troubleshot customer inquiries related to software and hardware issues.
- Assisted customers with installation of new hardware and software applications.
- Documented all activities related to technical support including processes, updates, changes made.
- Utilized remote access tools to connect remotely with customers' systems when necessary.
- Demonstrated advanced product knowledge to solve customer issues.
- Supported customers with online billing, access and account issues.
- Served as first point of contact for incoming technical service calls and emails.
- Analyzed support tickets to identify trends and recommend product improvements to the development team.
- Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
- Used remote login tools to assist clients with technical and product questions.
- Assisted customers with password resets, account unlocks, and security settings adjustments.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Performed routine maintenance and software updates on support tools and customer systems.
- Monitored service tickets created by customers through the ticketing system.
Retention Specialist
Sprint
Oklahoma City, OK
01.2004 - 01.2005
- Researched competitive offerings and identified opportunities for improving our product offering.
- Implemented new technologies and processes designed to improve the overall customer experience.
- Assisted customers with complaints, inquiries, and billing issues while maintaining a high level of customer satisfaction.
- Created personalized communication plans for key accounts based on individual needs and preferences.
- Worked closely with sales team members to ensure successful onboarding of new clients.
- Resolved escalated issues from customers in a timely manner.
- Performed customer negotiations to reach fair conclusion for both business and customer.
- Collaborated with sales and marketing teams to align retention efforts with overall business goals.
- Verified order changes to resolve customer complaints or concerns.
- Referred unresolved customer service issues to designated departments for investigation.
ETE Trainer, Server, Bar Tender, and Bar Trainer
Ol'Charlies Resturant and Pub
01.2000 - 01.2003
- Ensured that all servers were compliant with industry regulations relating to security protocols.
- Developed policies, procedures, and standards for server management and maintenance.
- Evaluated existing processes related to server management and recommended improvements.
- Maintained table setting by removing courses, replenishing utensils, and refilling drinks.
- VerifIed and confirmed staff schedules to properly cover shifts.
- Collected cash sales from employees to properly tip each server after shift.
- Motivated staff through acknowledgment of hard work and achievements.
- Communicated with kitchen staff regarding customer allergies, dietary needs and other special requests.
- Served orders by picking up and delivering customers' choices from bar and kitchen.
- Provided information about menu selections and made recommendations.
- Investigated and resolved complaints regarding food quality, service or accommodations.
- Conducted regular server maintenance, including updates and patches, to ensure system integrity.
- Oversaw food preparation and safety protocols to comply with federal, state and local regulatory guidelines regarding food service.
- Provided cross and ongoing training to help servers and wait staff improve skills crucial for productivity.
- Pitched in to deliver food and beverages to tables during high-volume periods.
- Maintained thorough knowledge of menu to describe dining options.
- Trained and acclimated new servers to restaurant's culture and operations.
- Held performance reviews to identify and correct areas needing improvement.
- Supervised serving staff to drive high level of hospitality and food excellence.
- Directed and assisted in general dining room cleaning and sanitation.
- Created positive guest experience by listening to guest needs and recommending options to meet requests.
- Managed tables throughout dining room to execute service at highest level.
- Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
- Oversaw inventory and ordered ingredients to restock freezers, fridges and pantry.
- Supervised activities of dining room staff to maintain service levels and support guest needs.
- Leveraged proper serving etiquette to promote inviting dining atmosphere.
- Distributed food to service staff for prompt delivery to customers.
- Coached staff on strategies to enhance performance and improve customer relations.
- Resolved problems or concerns to satisfaction of involved parties.
- Explained goals and expectations required of trainees.
- Inspected restrooms and dining and serving areas to foster cleanliness and proper setup.
- Inspected dining and serving areas for cleanliness and proper setup.
- Worked in close collaboration with team members to ensure customers received high-quality service.
- Trained front-of-house staff on restaurant policies and procedures, guest service techniques and communication skills to promote positive experiences.
- Oversaw food preparation, production and presentation according to quality standards.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
- Assisted staff by serving food and beverages or bussing tables.
Education
Associates in Psychology -
University of Phoenix
High School Diploma -
Lions Academy
Skills
- Ability to build, maintain and retain an excellent relationship with customers
- Maintained a minimum of first call resolution 95 percent of my live call time
- Floor walked to assist new reps with questions and concerns
- Ability to utilize multiple computer systems and tools and toggle screens with ease
- Ability to embrace and apply change as the call center field is about change and updating systems and policies and procedures to better assist our customers
- Excellent communication skills and patients for customers
- Ability to deescalate and show empathy to customers
- Team player
- System Troubleshooting
- Analytical Skills
- Excellent Communication
- Goal Setting
- Active Listening
- Troubleshooting skills
- Root Cause Analysis
- Communication optimization
Certification
- Abel Commission- Liquor License
- Certified Insurance Servicing Agent- AAA NCNU
- First Aide
- CPR
- food handlers
References
- Mrs. Jan S. Jenkins, Certified FOH and KM, Golden Corral, 5101 SW 74th Street, Oklahoma City, Oklahoma, 73139
- Selina Baker, Baker Painting, 1426 S.Green Ave, Purcell, OK, 73080, 405-635-4314
- Mark Simpkins, Manager, Wendys, Purcell, OK, 405-434-3845
- Greg Shultz, Taco Mayo Manager, Purcell, OK, 73080, 405-831-2406
Volunteer Experience
- Helping Hands at Piedmont School
- Sub Teacher for grades K-5
- President of the Neighborhood Crime Watch
- Pets and People
- Head of the Colony Pointe Tornado Relief
Accomplishments
Top 50 in the company for sales
Spotlight Award for Outstanding Customer Service
References
References available upon request.
Timeline
DCS
State of Oklahoma JD McCarty Center
04.2024 - Current
Hilltop Hideaway Bar
01.2021 - Current
Server Trainer
Rubys Inn and Restaurant
03.2017 - 04.2024
Bartender
El Toro
01.2017 - 01.2018
Bar Tender
Alibis Bar
01.2011 - 01.2012
Insurance Servicing Agent
AAA of NCNU
01.2009 - 01.2011
Home School Teacher
01.2008 - 01.2010
Customer Service
AT&T
01.2007 - 01.2008
Tier 1 Technical Support, Floor Walker, Team Lead Assistant, Tier 2 Advanced Data and Technical Support
Sprint/Nextel
01.2005 - 01.2007
Retention Specialist
Sprint
01.2004 - 01.2005
ETE Trainer, Server, Bar Tender, and Bar Trainer
Ol'Charlies Resturant and Pub
01.2000 - 01.2003
Associates in Psychology -
University of Phoenix
High School Diploma -
Lions Academy
- Abel Commission- Liquor License
- Certified Insurance Servicing Agent- AAA NCNU
- First Aide
- CPR
- food handlers
Similar Profiles
Karri HokettKarri Hokett
Direct Care Professional at JD McCarty CenterDirect Care Professional at JD McCarty Center
Michelle FingersMichelle Fingers
Direct Care Specialist at JD McCartyDirect Care Specialist at JD McCarty
Jeremy BaileyJeremy Bailey
IT Analyst at Oklahoma State University Medical CenterIT Analyst at Oklahoma State University Medical Center