Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
Generic

Tiffany Ferrell

Grovetown,GA

Summary

Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.

Overview

5
5
years of professional experience

Work History

Manager II

Wayfair
04.2021 - 10.2023
  • Manage a team of 3 customer service Managers and indirectly lead a team of 27 virtual customer service employees
  • Managed the retention team with proactive outreaches to customer to regain them as a customer
  • Within this dynamic I hold team meetings where I coach them to their strengths and opportunities and help them be able to develop positive brand experiences for our customers to retain business and customer repeat rate
  • I formulate policies and procedures for the department that strongly align to the values and goals of the company
  • These policies and procedures help to ensure all KPI’s are being met with maintaining strong customer connections
  • I participate in MBR’s where I can discuss the business and strategize next steps to increase productivity and implement changes to ensure a growth mindset within the department
  • During these meetings I identify gaps in performance as well as staffing and make quick decisions to close these gaps
  • I work closely with peers from other departments to make sure the companies’ goals and vision has a voice across the board and that my department is ready to pivot if necessary to help with these initiatives.

Customer Service Rep.

Sykes
11.2018 - 04.2019
  • Answer calls and provide customers with necessary service for U.S
  • And Canada customers
  • Provide sales for DNA kits
  • Provide tech
  • Support for Ancestry app and website.

Education

Associates of Science: Respiratory Therapy -

Independence University
01.2015

Diploma General Studies -

Kempner High School
01.2002

Diploma: Medical Assisting -

Remington College

Skills

  • 10 years of Management experience and customer communication
  • Proficient in Microsoft Office and Google Docs
  • Time and operational management experience
  • Project Management Knowledge
  • Positive learning process and self-motivated
  • Business Development
  • Performance Management
  • Policy Implementation
  • Staff Development
  • Strategic Planning
  • Workforce Management

Accomplishments

  • 4-time Amethyst Award Winner for providing Stellar Customer Service Monthly
  • 1-time Ultimate Amethyst Award Winner for providing Stellar Customer Service Yearly
  • 6-time Manager of the Month award winner

References

References available upon request.

Timeline

Manager II

Wayfair
04.2021 - 10.2023

Customer Service Rep.

Sykes
11.2018 - 04.2019

Associates of Science: Respiratory Therapy -

Independence University

Diploma General Studies -

Kempner High School

Diploma: Medical Assisting -

Remington College

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Tiffany Ferrell