Summary
Overview
Work History
Education
Skills
Timeline
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Tiffany Graham

Summary

Technical support agent with 3+ years of experience managing technical services and support operations. Proven success in implementing innovative customer and technical support strategies. Adept at analyzing critical support requirements while increasing reliability and improving productivity, and eager to do so as any Technical Support Lead.

Overview

4
4
years of professional experience

Work History

Fine Jewelry Clerical

Macy's
11.2022 - Current
  • Display merchandise by arranging jewelry cases for new arrivals, season changes, special events, and clearance in appealing ways to boost sales.
  • Process new merchandise by utilizing RF equipment to scan damages, transfers, and return to vendor merchandise while maintaining all records for the Fine Jewelry department.
  • Organize and file shipping. receiving, sizing, repair, sales, and return order documentation promptly in a timely manner.
  • Provided dynamic service to customers through active engagement, assisting with technical support, direct eye contact, and well-honed listening skills.

Fine Jewelry Sales Associate

Macy's
08.2022 - 11.2022
  • Handled all financial transactions and maintained and organized equipment to scan out damages, transfers, and return to vendor merchandise.
  • Ensured that clients were fitted before completing a sale or order.
  • Develop clientele/customer base by asking each customer to complete a client profile through the My Client system. notify customers of sales and special events and place telephone calls to drive Fine Jewelry sales and special events.
  • Handle each customer transaction professionally, efficiently, and accurately.
  • Acted as the first point of contact when entering the sales floor, greeting them with a helpful and friendly attitude.
  • Maintain a consistent high level of customer service by creating and developing excellent client relationships.
  • Focus on achieving and exceeding individual sales goals.

Technical Support Representative Tech 1

Securus Technologies
05.2021 - 07.2022
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Used ticketing systems to manage and process support actions and requests.
  • Documented support interactions for future reference.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Facilitated general support for hardware, peripherals, network connections, and external software, servicing 1300+ systems.
  • Worked closely with global support development, quality assurance, and tool teams to deliver solutions.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.

Inmate Support Representative

JPay/Securus Technologies
07.2019 - 04.2021
  • Managed 100+ support tickets daily with a 99.8% success rate, and implemented ticket management.
  • Resolved 85.0% of Level 2 escalated support desk tickets in emergency circumstances.
  • Functioning with technology in a fast-paced environment while completing daily ticketing quotas.
  • Performing exceptional services that will provide each offender with a pleasant experience with the company.
  • Responsible for accurately gathering information from facilities, creating and documenting tickets within our ticket tracking system, and providing customer/client responses to inquiries within measured time frames.

Education

Bachelor of Science - Political Science

Florida State University
Tallahassee
05.2018

Associate of Arts - Political Science

Broward College
Fort Lauderdale, FL
12.2015

Skills

  • Customer Service Expertise
  • Support Ticket System Management
  • Hardware and Software Configuration
  • Call Center Operations
  • Technical Issues Analysis
  • Hardware and Software Repair
  • Troubleshooting Network Issues
  • Service Desk Team Management
  • Inventory Records
  • Technical Management
  • Guest Experiences
  • Sales Records Management

Timeline

Fine Jewelry Clerical

Macy's
11.2022 - Current

Fine Jewelry Sales Associate

Macy's
08.2022 - 11.2022

Technical Support Representative Tech 1

Securus Technologies
05.2021 - 07.2022

Inmate Support Representative

JPay/Securus Technologies
07.2019 - 04.2021

Bachelor of Science - Political Science

Florida State University

Associate of Arts - Political Science

Broward College

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Tiffany Graham