Tiffany Cobb
Houston,TX
Summary
Proven Customer Support Analyst with a track record at AT&T for enhancing team performance and customer satisfaction. Excelled in complaint handling and software troubleshooting, demonstrating exceptional teamwork and time management skills. Achieved significant improvements in support ticket management, leveraging Salesforce expertise to exceed performance metrics. Professional with strong background in customer support and keen ability to resolve complex issues effectively. Skilled in communication, troubleshooting, and using CRM systems to enhance customer satisfaction. Known for reliability, adaptability, and collaborative approach in team settings. Adept at managing multiple tasks and delivering consistent results in fast-paced environments.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Support Analyst
AT&T
06.2012 - 12.2021
- Actively participated in team meetings to share insights and best practices for improving overall performance.
- Trained new hires in company procedures, fostering a smooth transition into their roles as Customer Support Analysts.
- Managed high-volume support ticket queues, prioritizing cases based on urgency and impact.
- Recognized escalation needs and connected customers with advanced support staff.
- Conducted regular reviews of closed tickets to ensure quality control measures were upheld throughout the support process.
Helpdesk Configuration Anaylst
Department of Health and Human Services
02.2019 - 01.2021
- Conducted root cause analyses of configuration issues, identifying areas for improvement and implementing corrective actions accordingly.
- Supported customers and government teams with accurate, timely information on infrastructure system and service configuration items.
- Kept CM work aligned with project's configuration management plan.
- Reduced errors in software releases by implementing rigorous change control procedures.
- Improved configuration processes by streamlining workflows and implementing automation tools.
Client Service Representative
Wolters Kluwer
07.2022 - Current
- Maintained accurate record-keeping with proactive attention to client information updates.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Organized relevant documentation for each client interaction, ensuring a thorough understanding of client needs and facilitating seamless handoffs between team members.
- Managed incoming calls, providing prompt and accurate information to clients about products and services.
- Assisted clients with navigating online platforms and tools, enhancing their overall experience with the company''s resources.
- Maintained detailed records of client interactions, allowing for better understanding of needs and preferences for future engagements.
- Consistently met or exceeded performance metrics while juggling multiple tasks effectively under tight deadlines.
Education
Bachelor of Science - Business Administration And Management
University of Phoenix
Tempe, AZ12-2024
Skills
- Call center experience
- Complaint Handling
- Sales Support
- Escalation management
- Software troubleshooting
- Ticket management
- SLA
- Salesforce
- CRM Software
- Email management
- Teamwork and Collaboration
- Time Management
Certification
- CompTIA CySA+ (Cybersecurity Analyst) - Computing Technology Industry Association.
- Microsoft Office Specialist (MOS) – Microsoft Office 365 and Office 2019 - Microsoft.
- ServiceNow Certified System Administrator – ServiceNow.
- CompTIA Security+ - Computing Technology Industry Association.
- Oracle Certified Associate, Java SE Programmer - Oracle Corporation.
- CompTIA A+ - Computing Technology Industry Association.
- Salesforce Certified Administrator
- Project Management Professional (PMP)
Timeline
Client Service Representative
Wolters Kluwer
07.2022 - Current
Helpdesk Configuration Anaylst
Department of Health and Human Services
02.2019 - 01.2021
Customer Support Analyst
AT&T
06.2012 - 12.2021
Bachelor of Science - Business Administration And Management
University of Phoenix
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