Tiffany Falsafi
Peoria,AZ
Summary
I am a highly dedicated and versatile Customer Service & Sales Professional with more than 25 years of experience in customer services, sales & accounts management. Self-motivated, flexible, skilled at managing and supporting daily operations. Proactively contributes to the improvement of the working environment. I have highly developed organizational skills; accustomed to maintaining a high productivity level with heavy workloads. Strengths include problem-solving, communication skills, and ability to work under pressure. Demonstrated skill in improving customer satisfaction outcomes in earlier roles through proficient management of queries and complaints. Have made significant contribution towards streamlining processes within past work environments to improve efficiency.
Overview
23
23
years of professional experience
Work History
Commercial Support Representative
Shaw Contract Group
Peoria, Arizona
07.2022 - Current
- Resolve customer inquiries using comprehensive knowledge base resources.
- Deliver exceptional support through phone and email communication.
- Resolve escalated complaints swiftly, ensuring timely resolution.
- Maintain updated product knowledge for accurate assistance.
- Demonstrate problem-solving skills to troubleshoot order and shipping issues.
- Utilize Microsoft Office Suite and Salesforce efficiently in daily tasks.
- Provide follow-up communication post-resolution to confirm satisfaction.
Customer Success Specialist
SILGAN CLOSURES
Tolleson, AZ
12.2021 - 07.2022
- Managed all customer inquiries, requests, and communications with professionalism and efficiency.
- Facilitated seamless order processing by coordinating requirements across various internal departments.
- Provided customers with accurate timelines from order placement to product delivery.
- Served as primary contact for each order, supplying necessary documentation including customs and safety certificates.
- Handled invoicing and calculated freight and additional charges based on customer specifications.
- Prepared and reviewed documentation for new accounts and lines of credit, ensuring accuracy in customer data.
- Researched shipping details and previous orders to guarantee flawless shipments.
- Maintained front office operations, overseeing visitor protocols and ensuring compliance with safety standards.
Customer Service Representative
Spicers Paper, Inc
Phoenix, AZ
10.2019 - 12.2021
- Coordinated daily inventory management across multiple warehouses to ensure next-day delivery.
- Communicated order details between customers, sales representatives, vendors, and warehouses to oversee completion.
- Managed customer support inquiries regarding pricing, procurement, and product recommendations effectively.
- Oversaw time management for deadlines, freight schedules, and weight restrictions for product transfers.
- Resolved daily challenges related to product availability during low inventory while maintaining service standards.
Customer Relations Manager
Ernest Packaging Solutions
Tolleson, AZ
02.2016 - 10.2019
- Built up client base through solution selling techniques, accurate price quoting methods and vendor contract negotiating.
- Proven record of exceeding expectations in sales standards consistently every month, generating new accounts & obtaining referral accounts consistently through satisfied clients.
- Account management & maintenance of data involving volume, competitor details, cost of goods, pricing & revenue percentages, products purchased & purpose or need, future needs communicated by customer, upsell options & increased revenue product trial or substitute during increased prices or shortages of goods.
- Negotiating skills on both stock & custom contract items (vmi/jit) increasing revenue through bulk purchasing (reduce cost, increase revenue, contract adds percentage for storage available for customer anytime as agreed purchase within a time frame)
- Vendor guided expert demonstrations & meetings, marketing & promotional selling, wellness programs in office, customer appreciation events, daily reporting, computing & arranging products or delivering solutions when problems occurred.
- Outsourcing & procurement research & bids for customer if purchasing team could not allocate customers requests.
- Researched outsourcing and procurement bids to fulfill customer requests when needed.
Customer Service & Administrative Manager
Kohl's
Surprise, AZ
05.2012 - 10.2016
- Conducted onboarding for new employees and managed vendor return processes.
- Oversaw maintenance of customer service tools, including POS systems and alarms.
- Managed payroll, purchasing, scheduling, and human resources for all associates.
- Led hiring from interviews to training and performance reviews for new hires.
- Troubleshot technical issues with e-signs, walkie talkies, and price guns.
- Planned associate engagement activities and organized store functions.
Accounts Manager
AMERICAN IMAGING & PRINTING
Peoria, AZ
05.2003 - 04.2012
- Maintained accurate records of company-owned assets to ensure data integrity.
- Managed client accounts while fostering robust customer relationships.
- Conducted regular performance reviews of accounts and service quality.
- Developed proposals and presentations for client engagements to enhance communication.
- Resolved client issues promptly, ensuring high standards of service excellence.
- Oversaw accounts payable and receivable processes, guaranteeing timely invoice payments.
Education
Associate - Communications
Glendale Community College
Glendale, AZ05.2003
Skills
- Customer service expertise
- Salesforce
- Order processing
- Problem solving
- Customer relationship management
- Data accuracy
- Effective communication
- Time management
- CRM software
- Organization
- Dispute resolution
- Microsoft office
- Schedule coordination
- Customer satisfaction
- Remote support
- Project & records management
- HR - Payroll - Administrative experience
- Work Planning and Prioritization
- Decisive Decision-making
- Office administration
- Continuous improvement
- Travel arrangements
- Negotiation techniques
- Account management
- Service-driven sales
- Sales processes
- Exceptional multi-tasker
- Social media savvy
- Consultative and relationship selling
Personal Information
Work Permit: Authorized to work in the US for any employer
Assessments
- Customer Focus & Orientation, Highly Proficient, 08/01/20
- Customer Service Manager, Highly Proficient, 08/01/20
- Sales Skills, Highly Proficient, 08/01/20
- Filing & Organization, Highly Proficient, 08/01/19
- Data Entry: Accuracy, Highly Proficient, 08/01/20
- Brand Ambassador, Proficient, 06/01/20
- Customer focus & orientation, Highly Proficient, 11/01/21
Accomplishments
Circle of Influence Sales Award 2024 - Shaw Contract
Timeline
Commercial Support Representative
Shaw Contract Group
07.2022 - Current
Customer Success Specialist
SILGAN CLOSURES
12.2021 - 07.2022
Customer Service Representative
Spicers Paper, Inc
10.2019 - 12.2021
Customer Relations Manager
Ernest Packaging Solutions
02.2016 - 10.2019
Customer Service & Administrative Manager
Kohl's
05.2012 - 10.2016
Accounts Manager
AMERICAN IMAGING & PRINTING
05.2003 - 04.2012
Associate - Communications
Glendale Community College