Tiffany Felder-Richardson
Redford,MI
Summary
Customer-oriented supervisor with several years of hands-on experience overseeing employee performance and offering knowledgeable guidance and support. Expert in industry best practices and principles of employee management. Blends superb time management and organizational skills to drive group success.
Overview
20
20
years of professional experience
Work History
Redemption Supervisor
Credit Acceptance
Southfield, Michigan
11.2021 - Current
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Trained new employees on company policies and procedures.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Monitored employee productivity levels on a regular basis to identify areas of improvement.
- Directed and supervised team of 15 employees in daily operations.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Tracked progress on projects and provided timely feedback to staff members.
- Evaluated employee performance through periodic reviews and documented results accordingly.
- Developed strategies to improve team performance and productivity.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Coordinated with other department supervisors to ensure smooth workflow and project alignment.
- Acted as a liaison between upper management and staff, facilitating open communication.
In Home Coach
Asurion
Nashville, Tennessee
09.2019 - 12.2021
- Created and presented monthly reports to management on sales performance.
- Conducted regular meetings with staff members to review goals and objectives for the quarter and year.
- Developed and implemented sales strategies to increase market share.
- Maintained accurate records of all transactions between customers and company representatives.
- Analyzed data to identify trends in customer behavior and develop plans accordingly.
- Implemented process changes to streamline sales department workflow.
- Managed daily operations of sales department, including supervision of staff members.
- Achieved company growth and brand development through market expansion and sales.
- Improved profit margins by effectively managing expenses, budget, and overhead, increasing closings and optimizing product turns.
Retention Supervisor
Xfinity Comcast
Sterling Heights, Michigan
08.2012 - 09.2021
- Investigated difficult or complex inquiries from customers.
- Participated in hiring interviews and selection process for new team members.
- Maintained accurate records of all customer interactions using the company's CRM system.
- Identified areas where additional training was needed among existing staff members.
- Developed processes and systems to improve efficiency within the department.
- Reviewed daily reports on call volume, sales, abandoned calls and other statistics.
- Resolved escalated customer complaints in a timely manner.
- Managed staff scheduling to ensure adequate coverage during peak hours.
- Monitored calls for quality assurance purposes.
- Collaborated with other departments to develop solutions for customer needs.
- Created incentives for employees who achieved high performance standards.
- Performed root cause analysis to identify opportunities for improvement in operations.
Customer Service Supervisor
Verizon
Southfield, Michigan
02.2005 - 08.2012
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Maintained accurate records of customer interactions for future reference.
- Assisted customers with product inquiries and resolving complaints promptly and professionally.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Implemented programs designed to increase employee engagement within the team.
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Evaluated employee performance reviews based on specific criteria set forth by management.
- Analyzed feedback from customers to identify trends in order to improve the overall quality of services provided by the department.
Education
Business Management
Central Michigan University
Mount Pleasant, MISkills
- Schedule development
- Policy enforcement
- Coaching and mentoring
- Policy and procedure development
- Training coordination
- Staff motivation
- Quality assurance
- Customer service focus
- Reporting skills
- Document management
Timeline
Redemption Supervisor
Credit Acceptance
11.2021 - Current
In Home Coach
Asurion
09.2019 - 12.2021
Retention Supervisor
Xfinity Comcast
08.2012 - 09.2021
Customer Service Supervisor
Verizon
02.2005 - 08.2012
Business Management
Central Michigan University