Tiffany Giles
Dacula
Summary
Strategic operations professional with over a decade of management experience driving results within enterprise-level support centers. Expert in fostering cross-functional partnerships align department performance with EVP-level organizational goals. Proven track record in Workforce Management and data-driven decision-making to scale high-performing teams and enhance the customer-back sales mindset. Strong focus on driving results, leveraging skills in CRM software, data analysis, and customer service. Reliable team player, adaptable to changing needs, and consistently focused on achieving organizational goals. Demonstrated ability in leveraging strong communication and problem-solving skills to enhance processes and customer satisfaction.
Overview
8
8
years of professional experience
Work History
Pro Inside Sales Support Manager
The Home Depot Store Support Center
Atlanta, GA
02.2025 - Current
- Strategic leadership, accountable for building high-performing inside sales support teams by enhancing support operations and fostering an entrepreneurial mindset. Analyzed sales data to identify trends and recommend actionable strategies for improvement.
- Cross-Functional Collaboration: Partner with Stores, Vendor Partners, Merchants, B2B and Supply Chain to ensure a customer-focused sales mindset.
- Growth & Excellence: Leverage data-driven decision-making to streamline processes and support sustainable sales growth for managed accounts. Trained and mentored staff on sales support processes and systems utilization.
- Direct Management: Provide guidance to direct reports on analyzing and solving complex, escalated problems.
Pro Contact Center Manager
The Home Depot Store Support Center
Atlanta, GA
07.2022 - 02.2025
- Executive Project Delivery: Successfully planned and implemented multiple high-level projects for VP, EVP, and SVP leadership.
- Operational Oversight: Direct supervision day-to-day operations to achieve group key performance goals.
- Relationship Management: Manage complex cross-functional relationships in support of both retail stores and Pro customers.
- Conducted regular performance reviews, providing feedback and coaching to improve team effectiveness.
Pro Contact Center Supervisor
The Home Depot Store Support Center
Atlanta, GA
12.2018 - 07.2022
- Team Development: Supported the building of high-performance teams through active coaching and operational supervision.
- Escalation Management: Efficiently handled analyzed critical service gaps providing direct coaching to resolve high-level issues.
- Utilized CRM systems to track customer interactions, enhancing data-driven decision-making processes.
- Mitigated escalated issues successfully by fostering strong relationships with internal stakeholders across various departments.
Pro Workforce Analyst
The Home Depot Store Support Center
Atlanta, GA
12.2017 - 12.2018
- Forecasting & Analysis: Responsible for creating accurate schedules and studying business trends to mitigate risk.
- Analyzed workforce data to identify trends and recommend process improvements.
- Developed staffing models to optimize resource allocation and enhance operational efficiency.
- Collaborated with management to establish key performance indicators for workforce effectiveness.
Education
High School Diploma -
Central High School
Phenix City, AL05.2025
Skills
- Leadership: Strategic Planning, Servant Leadership, Cross-Function Engagement
- Operations: Workforce Management (WFM), Forecasting, Process Optimization
- Technology: Salesforce CRM, Microsoft Office Suite, Advanced Web-Based Tools
- Sales Support: Relationship-Driven Account Support, Executive Escalation Resolution Supplier Relations Sales Processes Customer retention
Timeline
Pro Inside Sales Support Manager
The Home Depot Store Support Center
02.2025 - Current
Pro Contact Center Manager
The Home Depot Store Support Center
07.2022 - 02.2025
Pro Contact Center Supervisor
The Home Depot Store Support Center
12.2018 - 07.2022
Pro Workforce Analyst
The Home Depot Store Support Center
12.2017 - 12.2018
High School Diploma -
Central High School
EARLY CAREER HIGHLIGHTS
Team Lead Pro 10/2014-12/2017
- Managed daily functions including forecasting and monitoring for a team of 30 associates.
- Collaborated with over 300 vendors to ensure peak customer satisfaction.
Resolution Expert (Executive Escalations) 10/2013-10/2014
- Resolved high-priority EPC and Senior Management escalations via multi-channel communication.
Technical skills
- Salesforce WFM software, Online Executive Escalation Systems
- Soft Skills: Cultural Sensitivity, Team Cohesiveness, Strategic Influence.