Tiffany Felder-Richardson
Redford,MI
Summary
Driven leader with a proven track record at Credit Acceptance, adept in Operations Management and Employee Motivation. Excelled in enhancing team efficiency, surpassing sales goals at Asurion, and spearheading process improvements. Skilled in Data Analytics and fostering a culture of achievement, consistently achieving objectives through strategic planning and effective staff coaching.
Overview
12
12
years of professional experience
Work History
Redemption Supervisor
Credit Acceptance
11.2021 - Current
- Managed a team of 12-15, call monitoring and coaching
- Applying strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Providing reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Collecting, arranging, and inputting information into database system.
- Evaluating staff performance and provided coaching to address inefficiencies.
- Developing effective improvement plans in alignment with goals and specifications.
- Conducting regular reviews of operations and identified areas for improvement.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
In Home Coach
Asurion
01.2019 - 11.2021
- Managed a team of 15-18
- Exceeded sales goals by 20% and accomplished business objectives by inspiring staff and promoting target products.
- Effectively coached team members to reach weekly and monthly sales goals.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback, and rewarding superior performance.
- Analyzed sales data to set quotas and assess potential areas of growth.
- Maintained up-to-date knowledge of products and services offered to customers.
Retention Supervisor
Xfinity Comcast
10.2012 - 01.2019
- Managed a team of 15-18
- Monitored employees' productivity, accuracy and adherence to defined processes by using dashboards and other reporting tools to enable proactive action on delays compromising customer care.
- Analyzed customer feedback to identify areas for improvement.
- Enforced adherence to legal and company policies and procedures and reported to management related gaps in training or compliance.
- Assisted team members in resolving customer satisfaction issues.
- Verified accurate data entry and maintenance of information in SAP CRM system.
- Liaised with IT department to report technical issues and formulate trouble-shooting procedures.
- Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Education
No Degree - Business Management
Central Michigan University
Mount Pleasant, MISkills
- Staff Management
- Inventory Control
- Schedule development
- Operations Management
- Data Analytics
- Process Improvement
- Complex Problem-Solving
- Training and mentoring
- Employee Motivation
Timeline
Redemption Supervisor
Credit Acceptance
11.2021 - Current
In Home Coach
Asurion
01.2019 - 11.2021
Retention Supervisor
Xfinity Comcast
10.2012 - 01.2019
No Degree - Business Management
Central Michigan University
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