Tiffany Foster
HOLLYWOOD,FL
Summary
Versatile and achievement-oriented professional with a proven track record at APPLE and expertise in advanced nail artistry and exceptional customer service. Skilled in leveraging social media promotion to expand client base and adept at enhancing customer satisfaction through expert consultation and personalized treatment recommendations. Successfully managed high call volumes, consistently exceeding performance targets.
Overview
17
17
years of professional experience
Work History
Nail Technician
Shans Nails
07.2023 - Current
- Established strong client relationships through exceptional customer service and communication skills.
- Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
- Sterilized and sanitized beauty tools and equipment to maintain hygiene and safety protocols.
- Ensured a clean and sanitary workspace, adhering to industry hygiene standards and practices.
- Offered advice and recommended products to improve and maintain nails.
- Sanitized workstation and stocked assigned workspace to facilitate general office and spa cleaning.
- Communicated effectively with management concerning important customer issues.
- Used acrylics, gels and glitters to create custom nail art designs for clients.
- Educated clients on proper nail care maintenance, helping them extend the life of their treatments between appointments.
- Registered customer information on database to enable tracking history and maintain accurate records.
- Collaborated with other salon staff members to create a positive work environment and seamless customer experiences.
- Oversaw schedule to manage appointments of new and existing clients.
- Utilized time management skills effectively when multitasking between multiple clients, ensuring all received timely and quality service.
- Supported overall salon operations by assisting with administrative duties, such as answering phones, booking appointments, and handling transactions when necessary.
- Expanded client base by promoting the salon''s services via social media platforms and word-of-mouth referrals.
- Provided soothing hand massages during manicure sessions to enhance overall relaxation for clients during their visit.
- Consistently received positive feedback from clients regarding my attention to detail, professionalism, and friendly demeanor during their visits.
- Kept tidy and organized area to comply with cleanliness standards.
- Performed high-quality manicures, pedicures, and nail enhancements for a diverse clientele.
- Enhanced client satisfaction by providing personalized nail care treatments and recommendations.
- Responded to customer requests and concerns about gel application and nail art designs.
- Remained current on emerging nail trends, techniques, and tools through ongoing professional development.
Chat Support Representative
Chewy.com
02.2018 - 07.2022
- Retained detailed records of all chat support interactions, ensuring optimal documentation for quality assurance purposes.
- Conducted thorough research to provide accurate information, ensuring prompt resolution of customer concerns.
- Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services.
- Collaborated with team members to share best practices for handling complex inquiries and improving overall performance.
- Contributed to a positive work environment by assisting colleagues in resolving challenging situations when needed.
- Achieved high levels of customer satisfaction by consistently meeting or exceeding response time targets.
- Demonstrated flexibility in adjusting work hours or assisting with additional tasks during peak periods, contributing to overall team success.
- Utilized CRM systems proficiently for tracking customer interactions, updating records, and managing follow-up actions as necessary.
- Boosted customer retention, maintaining a professional and empathetic tone throughout all interactions.
- Maintained extensive knowledge of company policies, procedures, and offerings to effectively address customer needs.
- Expedited issue resolution with efficient multitasking and prioritization of multiple chat conversations simultaneously.
- Exceeded established KPIs related to response time, resolution rate, and overall quality scores in chat support metrics.
- Promoted upselling opportunities where appropriate while remaining focused on delivering exceptional service within each interaction.
- Collaborated with other departments, such as Sales or Technical Support, to ensure seamless customer service experiences.
- Supported the onboarding process for new employees as a mentor helping them adapt quickly to the role's requirements and responsibilities.
- Provided feedback on common user issues, collaborating with cross-functional teams on potential improvements for future releases or updates.
- Continuously improved personal performance by participating in training sessions and staying up-to-date on product developments.
- Reduced escalations to higher-level support teams by successfully addressing customers'' issues at the first point of contact.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Managed timely and effective replacement of damaged or missing products.
- Created and maintained detailed database to develop promotional sales.
- Responded proactively and positively to rapid change.
- Met customer call guidelines for service levels, handle time and productivity.
- Promptly responded to inquiries and requests from prospective customers.
Customer Service Advocate
United Healthcare Group
06.2016 - 03.2017
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Participated in regular performance evaluations, consistently exceeding expectations in key metrics such as first-call resolution rate.
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
- Completed opening and closing functions to meet operational needs.
- Conducted regular training sessions for new hires to ensure consistent service delivery across the team.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
- Analyzed customer feedback data to identify areas for improvement in processes and procedures.
- Developed comprehensive knowledge of company products and services to provide accurate information to customers.
- Adapted quickly to changes in company policies or systems, ensuring minimal disruption in service delivery during transitions.
- Educated customers about Product or Service options and processed purchases.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Exceeded monthly sales targets, utilizing persuasive communication skills to promote company products or services.
- Answered product and service questions, suggesting other offerings to attract potential customers.
Technical Support Representative
APPLE
05.2013 - 09.2015
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Used ticketing systems to manage and process support actions and requests.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Researched product and issue resolution tactics to address customer concerns.
- Managed high levels of call flow and responded to technical support needs.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
- Implemented feedback from customers to improve overall quality of support services provided by the team.
- Conducted thorough research on reported issues, identifying root causes and implementing effective fixes to prevent future problems.
- Responded promptly to incoming sales leads and requests for technical support.
- Contributed ideas during team meetings that led to process improvements and increased efficiencies within the department.
- Collaborated with cross-functional teams to identify recurring issues, developing proactive solutions to minimize future occurrences.
- Mentored new team members on company protocols and best practices for delivering exceptional technical support services.
- Promoted efficiency among departments with prompt resolution of system issues.
- Researched and identified solutions to technical problems.
- Identified potential sales and cross-selling opportunities and informed supervisor.
Server Manager
Dennys Resturant
03.2009 - 08.2013
- Trained servers on order management, food service quality and how to build rapport with guests.
- Welcomed and greeted guests before presenting special menu items to clients.
- Handled guest complaints in positively and offered appreciation tokens to build customer loyalty.
- Led team of servers to consistently meet customer service and sales targets.
- Troubleshot complex technical issues effectively, reducing resolution time significantly while maintaining customer satisfaction levels.
- Managed multiple servers across diverse platforms, ensuring seamless integration and interoperability.
- Completed daily procedure checklist and communicated changes to servers and kitchen staff.
- Liaised between servers and upper management to address issues and manage challenges.
- Monitored server performance and provided feedback to enhance server delivery.
- Enforced compliance with food safety and sanitation standards throughout restaurant.
- Trained junior team members on server management techniques and procedures, fostering a culture of continuous learning within the team.
- Cultivated guest satisfaction and loyalty through consistent commitment to quality service.
- Collaborated with cross-functional teams to develop effective server management strategies and identify areas for improvement.
Cashier Team Lead
Miami Subs Grill
02.2007 - 07.2008
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Assisted customers by answering questions and fulfilling requests.
- Communicated with customers and team members to solve problems.
- Processed both cash and card purchases and returns.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Balanced cash drawers at the end of each shift, ensuring accuracy in financial reporting.
- Maintained a clean and inviting checkout area, contributing to an enjoyable shopping experience for customers.
Education
Full Specialist - Full Specialist
Hollywood Institute of Beauty Careers
Hollywood, FL11.2023
High-school Diploma - General Education
Dillard Highschool
Fort Lauderdale, FL06.2004
Skills
- Customer Service
- Nail Extensions
- Time Management
- Nail art techniques
- Brow Shaping Expert
- Massage Techniques
- Client consultation
- Microdermabrasion proficiency
- Sanitation Practices
- Body Treatments
- Eyelash extensions application
- Appointment Scheduling
- Continuing education
- Social Media Promotion
- Scalp treatments
- Makeup artistry
- Advanced Nail Artistry
- Creative Hair Coloring
- Expert Waxing Techniques
- Advanced Aesthetics
Timeline
Nail Technician
Shans Nails
07.2023 - Current
Chat Support Representative
Chewy.com
02.2018 - 07.2022
Customer Service Advocate
United Healthcare Group
06.2016 - 03.2017
Technical Support Representative
APPLE
05.2013 - 09.2015
Server Manager
Dennys Resturant
03.2009 - 08.2013
Cashier Team Lead
Miami Subs Grill
02.2007 - 07.2008
Full Specialist - Full Specialist
Hollywood Institute of Beauty Careers
High-school Diploma - General Education
Dillard Highschool
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