Tiffany Gilliard
San Antonio
Summary
Customer service professional with extensive experience in effectively resolving issues and ensuring customer satisfaction. Proven track record of addressing customer inquiries and concerns, leading to improved service outcomes. Demonstrated strong communication and problem-solving skills to enhance customer experiences and support team objectives.
Overview
13
13
years of professional experience
Work History
Customer Service Representative Agent
Citibank
08.2019 - Current
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
- Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers'' needs.
- Built rapport with clients through active listening, empathy, and understanding of their individual needs.
- Consistently met or exceeded performance metrics including average handle time, first-call resolution rate, and adherence to schedule requirements.
- Followed established policies and procedures to resolve customer issues requiring in-depth investigation or research.
- Supported peers through knowledge sharing and collaboration efforts resulting in efforts, contributing to improved metrics and overall team success.
Customer Service Representative Agent
CVS Caremark
10.2018 - 07.2019
- Maintained a high level of integrity and confidentiality when handling sensitive customer information, ensuring data privacy compliance.
- Enhanced customer satisfaction by efficiently addressing and resolving their concerns and inquiries.
- Navigated multiple systems simultaneously for efficient information retrieval during live calls with customers.
- Adhered to company guidelines and protocols while representing the brand professionally during all interactions with customers.
- Provided product knowledge assistance to customers, guiding them towards informed purchasing decisions based on their specific needs.
Customer Service Representative
Renew Financial
11.2017 - 05.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Customer Service Agent (Starbucks Campaign)
Sitel
01.2016 - 05.2017
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
Customer Service Agent (AAA Campaign)
Sitel
11.2012 - 12.2015
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
- Addressed customer account discrepancies and concerns.
- Assisted in training new hires, sharing best practices for effective customer service delivery.
Education
High School Diploma -
Osborn High School
Detroit, MI06-2001
Skills
- Customer focus
- Call center experience
- Building rapport
- De-escalation techniques
- Complaint handling
- Payment processing
- Data entry
- Active listening
- Problem resolution
- Computer proficiency
- Technical support
- Microsoft outlook
- Microsoft Excel
- Critical thinking
Timeline
Customer Service Representative Agent
Citibank
08.2019 - Current
Customer Service Representative Agent
CVS Caremark
10.2018 - 07.2019
Customer Service Representative
Renew Financial
11.2017 - 05.2018
Customer Service Agent (Starbucks Campaign)
Sitel
01.2016 - 05.2017
Customer Service Agent (AAA Campaign)
Sitel
11.2012 - 12.2015
High School Diploma -
Osborn High School
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