Tiffany Durham
Milwaukee,WI
Summary
Dedicated Customer Service professional with proven track record of delivering exceptional customer service experiences. Adept at handling inquires, resolving issues, verifying information and ensuring compliance with all policies and procedures. Seeking to contribute strong communication and problem-solving skills as a team player in a professional setting.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
HellermanTyton
02.2017 - Current
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Tracked customer service cases and updated service software with customer information.
- Developed and updated databases to handle customer data.
- Implemented and developed customer service training processes.
- Trained staff on operating procedures and company services.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Fraud Support Analyst
FIS
01.2014 - 01.2017
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Reduced fraudulent activities through continuous monitoring of financial transactions and customer behaviors.
- Reviewed transactions and receipts to identify any suspicious activity.
- Optimized fraud detection systems by incorporating machine learning algorithms for improved accuracy and efficiency.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Enhanced fraud detection by implementing advanced data analytics techniques and tools.
- Supported colleagues in navigating difficult situations involving potential fraud by providing timely advice based on professional expertise and experience.
Product Support Specialist
FIS
11.2010 - 06.2013
- Resolved technical issues for clients through effective troubleshooting and problem-solving techniques.
- Performed troubleshooting and tested customer issues via phone, email, and remote assistance software.
- Created user accounts and assigned permissions.
- Managed and prioritized multiple projects simultaneously, worked independently and drove results.
- Supported clients during critical incidents, demonstrating a calm and reassuring demeanor under pressure while working towards a swift resolution.
- Served as a liaison between customers and internal stakeholders, ensuring all parties were informed of pertinent case updates.
- Captured client feedback and recommended and advocated for product enhancements based on personal expertise and evaluation of customer needs.
- Implemented efficient tracking systems for monitoring open cases, leading to improved case management practices across the team.
- Optimized workflows by identifying areas for improvement in existing processes and implementing changes accordingly.
- Generated reports to track performance and analyze trends.
Education
High School Diploma -
Nicolet High School
Glendale, WI06.1989
Skills
- Customer Data Confidentiality
- Teamwork and Collaboration
- Document Control
- Conflict Mediation
- Computer Proficiency
- Appointment Scheduling
- Administrative and Office Support
- Client Relations
- Customer Service
- Account Management
- Dispute Resolution
- Data Management
Timeline
Customer Service Representative
HellermanTyton
02.2017 - Current
Fraud Support Analyst
FIS
01.2014 - 01.2017
Product Support Specialist
FIS
11.2010 - 06.2013
High School Diploma -
Nicolet High School
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