Tiffany Duncan
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
13
13
years of professional experience
Work History
Customer Success Manager
Tribute Technology
07.2023 - Current
- Help customers grow by delivering best-in-class services and support with the overarching goal of helping customers achieve their business goals
- Own the post-sale commercial relationship with clients; relentlessly looking for new ways to deliver value to our clients, using data to optimize services and providing world-class support
- Be the voice of the customer within the Product Team to ensure current and future client requirements are met
- Perform customer health checks: monitor, manage and influence agreed success statistics for each client
- Work closely with cross-functional teams in the development and execution of the account plan, with the objective to create genuine client value and maximize revenue potential
- Have a deep understanding of Tribute's service offering and continuously find smarter solutions to client needs
- Coordinate the launch of new services, ensuring alignment between operations, product, and marketing teams
- Identify and nurture opportunities to expand the commercial activities within an account
- Communicate effectively with colleagues regarding customer needs and with your manager to understand customer needs, maximize retention and growth, and communicate findings
- Facilitate interaction and workflow between project team members to ensure deliverables are on time
- Collaborate, problem-solve, and strategize upcoming client meetings with team members
- Prepare necessary documentation or visuals for the client to demonstrate the performance of campaigns
- Have ownership over renewals of accounts while also proactively identifying upsell and cross-sell opportunities by introducing new products and features that will drive additional value for our customers.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Created customer support strategies to increase customer retention.
Client Service Coordinator
Legacy Touch Keepsakes/Tribute Technology
09.2019 - Current
- Assist in providing customers with information in response to inquiries about products or services, assist with processing orders and being the point of contact to support our company partners
- Taking incoming phone calls, emails, in a timely manner and being a valued team member
- Ability to accurately key in data from several sources with a professional attitude, excellent listening skills and the ability to handle sensitive situations
- Demonstrated ability to solve problems, prioritize and multi-task in a fast-paced environment
- Goal-oriented, with excellent time management and organizational skills
- Excellent verbal & written communication skills
- Ability to keep sensitive information confidential
- Intermediate level of proficiency with PC-based software programs - Excel, Word, PowerPoint; familiarity with web-based e-commerce/CRM back-end administration a plus.
- Funeral home retention success and meeting company goals
Military Customer Service (Seasonal)
Cartwright Companies
01.2018 - 08.2019
- Through website and email monitors military shipment board with the purpose of obtaining shipments to relocate service member's household goods and baggage from one location to another
- Contacts agents (movers) by e-mail and/or phone to confirm availability to move or accept shipments for a specific date
- Provide agents and member with initial documentation for acceptance, register member shipments request to begin move process ensuring accuracy of agent rates and schedule, and review and confirm origin and destination services.
- Skilled at working independently and collaboratively in a team environment.
A/R Specialist
Aerotek/Terex GBS
11.2015 - 12.2017
- Responsible for general accounting and internal control including journal entry preparation, intercompany, month-end closing activities, account reconciliation, and reporting Balance Sheet, P&L, Operating Analysis, Tax Trial Balance, Audit Requests, Corporate requests, Government requests
- Provide timely responses to internal and external inquiries from customers
- Familiar with standard concepts, practices, and procedures
- Handled special projects to improve processes and expand the role of general accounting.
- Assisted with billing inquiries and provided timely responses to enhance customer satisfaction.
- Researched and resolved billing discrepancies to enable accurate billing.
Loan Modification Analyst
GMAC Mortgage
05.2011 - 11.2015
- Processed loan modifications electronically into three different computer programs on a dual monitor
- Calculated income, verifying all documents were present, signed, and scanned in enter in all required information to grant or deny the modification
- Very proficient and a leader in the department.
- Identified and resolved problems through root cause analysis and research.
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
Education
High School Diploma -
Dunkerton Community School
Dunkerton, IA01.2005
Skills
- E-Commerce
- Accounts Receivable
- Customer Service
- Microsoft Office
- Microsoft Word
- Great attention to detail
- Phone Etiquette
- Excellent organization skills
- Customer service
- Customer Account Management
- Client Relations
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Customer Success Manager
Tribute Technology
07.2023 - Current
Client Service Coordinator
Legacy Touch Keepsakes/Tribute Technology
09.2019 - Current
Military Customer Service (Seasonal)
Cartwright Companies
01.2018 - 08.2019
A/R Specialist
Aerotek/Terex GBS
11.2015 - 12.2017
Loan Modification Analyst
GMAC Mortgage
05.2011 - 11.2015
High School Diploma -
Dunkerton Community School
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