Summary
Overview
Work History
Education
Skills
Timeline
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Tiffany Graham

LAKELAND,FL

Summary

Dynamic customer service professional with proven expertise in problem resolution and complaint handling. Adept at building rapport and enhancing customer satisfaction through empathetic communication. Proficient in CRM software, consistently exceeding performance expectations and driving loyalty through effective conflict resolution and personalized solutions.

Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

15
15
years of professional experience

Work History

Customer Service Representative

Southside Cleaners
05.2024 - Current
  • 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.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Delivered prompt service to prioritize customer needs.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.

Package Handler/Delivery Driver Assistant

UPS
10.2021 - 04.2024
  • Exceeded performance expectations during peak seasons, managing high volumes of shipments without compromising on quality or timeliness.
  • Demonstrated commitment to quality control by consistently meeting or exceeding company standards for accuracy in sorting and labeling packages.
  • Boosted team performance with consistent punctuality, maintaining a strong attendance record throughout employment tenure.
  • Enhanced customer satisfaction by ensuring timely delivery of packages through efficient processing methods.
  • Continuously adapted to changes in routes or schedules due to unforeseen circumstances, ensuring minimal disruption in service levels.
  • Promoted company values through professional interactions with both internal and external clients during deliveries.
  • Exhibited good attendance, work habits, and willingness to learn job functions.

Call Center Sales Representative

Xfinity Mobile
01.2019 - 09.2021
  • Navigated multiple software platforms concurrently while engaging customers in conversations, enhancing multitasking skills in a fast-paced environment.
  • Strengthened customer loyalty through empathetic listening and understanding individual requirements.
  • Utilized CRM systems proficiently to track customer interactions, ensuring accurate records for future reference and followups.
  • Maintained high-quality standards through thorough knowledge of products, services, and company policies.
  • Contributed to positive work environment by assisting colleagues with problem-solving and skill development.
  • Adapted communication style according to diverse clientele backgrounds for better connection and rapport building during calls.
  • Reduced average call times by quickly addressing customer inquiries and resolving issues proactively.
  • Generated leads and established relationships with potential customers through outbound telephone calls.
  • Observed and learned changing customer requirements and adapted sales strategies as needed.
  • Overcame objections using friendly, persuasive strategies.
  • Documented customer interactions and transactions, maintaining accurate records of all dealings.
  • Educated customers on product and service benefits, explaining features and answering questions.
  • Achieved top performer status consistently due to excellent sales results and customer feedback ratings.

Warehouse Shipping Lead

4ocean
06.2013 - 10.2018
  • Trained new employees on warehouse procedures, ensuring consistency in performance across the team.
  • Streamlined shipping operations for faster order fulfillment and better customer satisfaction.
  • Conducted regular audits of outgoing shipments, identifying areas for improvement and implementing corrective actions.
  • Maintained accurate inventory records, ensuring seamless shipping operations and timely deliveries.
  • Managed a team of warehouse associates, delegating tasks to maximize productivity.
  • Increased warehouse efficiency by implementing improved shipping procedures and processes.
  • Handled day-to-day shipping and receiving overseeing more than 200 packages per day.
  • Monitored inventory to maintain sufficient supply levels to meet business and customer needs.
  • Supported reporting, accounting and recordkeeping staff with accurate updates regarding shipment information.
  • Processed required paperwork to expedite handling of shipped and received goods.

Billing and Collections Specialist

Conn's Home Plus Call Center
09.2010 - 12.2013
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
  • Offered proactive solutions to common issues faced by customers, reducing the need for further contact and increasing overall satisfaction levels.
  • Handled high-volume calls, ensuring top-notch customer service while maintaining professionalism.
  • Managed multiple tasks simultaneously during peak call times while remaining composed under pressure.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Managed high-volume accounts, prioritizing workloads to ensure timely processing of invoices.
  • Maintained strict confidentiality of sensitive information while adhering to company policies regarding privacy protection.
  • Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
  • Responded to customer inquiries and provided detailed account information.

Education

High School Diploma -

Mavericks High School
Pompano Beach, FL

Skills

  • Advanced computer skills
  • Customer service expertise
  • Detail-oriented data processing
  • Effective telephone communication
  • Establishing connections
  • Troubleshooting technical support
  • Quality assurance
  • Negotiation and resolution skills
  • CRM software expertise

Timeline

Customer Service Representative

Southside Cleaners
05.2024 - Current

Package Handler/Delivery Driver Assistant

UPS
10.2021 - 04.2024

Call Center Sales Representative

Xfinity Mobile
01.2019 - 09.2021

Warehouse Shipping Lead

4ocean
06.2013 - 10.2018

Billing and Collections Specialist

Conn's Home Plus Call Center
09.2010 - 12.2013

High School Diploma -

Mavericks High School

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Tiffany Graham