Summary
Overview
Work History
Education
Skills
Certification
Activities
Timeline
Generic
Tiffany Gray

Tiffany Gray

Glenwood,IL

Summary

Customer-oriented, strategic-thinking Business Development Specialist/Customer Service Manager, Quality Assurance Expert and Family Support Specialist with 15+ years of experience in building relationships, cultivating partnerships, retaining top accounts and growing profit channels by establishing trust. Highly persuasive professional known for exceeding targets. Specializing in situational assessments, conflict resolution and effective communication. Services clients to promote optimum mental, emotional and behavioral health in collaboration with other members of health care team. Demonstrates psycho-social assessment, treatment planning and advocacy skills.

Overview

2024
2024
years of professional experience
1
1
Certification

Work History

Business Development Specialist

Constellation Energy
02.2023 - 09.2023
  • I was responsible for the accuracy and integrity of customer and account data in the Customer Relationship Management (CRM) system and providing technical support to the sales and account management team
  • Managed 4 different email channels, taking packaging requests and executing each request and a timely market friendly manner
  • Did extensive research before packing any deal
  • Including verifying prospective clients business information's accuracy in ILSOS, as well as addition state secretary of state sites abroad
  • This role is also the liaison and point of contact with other functional groups for pre-deal related issues in the sales cycle
  • Independently determines appropriate delivery point and rate class
  • Collaborated on appropriate products, and margins when creating opportunities and offers to support transactions
  • Understood requirements in at least two utilities/iso's and the impact to the customer, channel partner, and organization of selections made during set up and pricing based on utility, market, lead source, and product
  • Clearly and professionally communicated, in writing and verbally, with external parties (e.g., customers, prospects, and channel partners) and internally with sales, team members and other functions
  • Interacted directly with prospects, customers, channel partners, sales, and other internal functions to ensure the accuracy and integrity of customer data in Customer Relationship Management (CRM) system
  • Used SalesForce to handle current portfolio and prospective leads.
  • Expanded customer base by identifying needs, developing solutions and delivering client-centered products.

Family Support Specialist/QA Specialist/Audit Team

CEDA Community economic development association
02.2022 - 01.2023
  • Refer them to community-based organizations to receive assistance
  • Audit documents
  • Works heavily with share point, teams, office, excel and ledgers
  • Make sure clients have the necessary tools to be able to sustain their homes, bills, and lifestyle
  • Review bills and Personal Identifiable information and assess eligibility
  • Send secure emails
  • Send daily log reports and enter data into government database
  • Correct errors on team's documents
  • Keep a highly organized office to maintain accuracy, and excellence
  • Planned, promoted and managed parent workshops on assisting children in attaining academic success.
  • Documented data and completed accurate updates to case records.

Call Center, Contact Tracer

McHenry County Health Department
09.2021 - 01.2022
  • Work with CRM using salesforce
  • Extensive data entry
  • Help make patients feel appreciated, respected, and that they can trust me with their personal and sensitive information
  • Extensive use of motivational interviewing and active listening service skills
  • Working close with CBOS (Community based organizations) to ensure patients receive resources, whether financial, emotional, or social support
  • Completing the task of Contract tracing, making calls, and completing interviews detrimental to helping to stop the spread of covid 19
  • Investigated and identified confirmed and suspected coronavirus cases, also documenting potentially affected contacts.
  • Communicated with documented COVID-19 patients and other exposed persons via phone call, text, e-mail and other platforms.
  • Provided educational and informational resources regarding isolation policies and quarantine measures.
  • Lent daily assessment of health screen and symptom data.
  • Performed record keeping by logging client information within secure contact-tracing software.
  • Notified and interviewed individuals to ascertain novel coronavirus exposure level.
  • Provided crisis intervention and supportive counseling services to assist clients facing issues and problems.
  • Collaborated with local organizations to expand health services and resources.

Call Center, Appointment Scheduler

Illinois Department of Employment Security
08.2021 - 10.2021
  • Stay up to date on CDC information and Illinois department of health information, as it pertained to the will County Department of health's, handling of Covid 19
  • Collects personal information, and set patients up on daily monitoring, made follow up calls, courtesy calls, and well-being checks
  • Searched claimant info in the IBIS system, accessed basic inquiry info as well as adjudication
  • Proficient with Citrix, finesse, MS office, jabber, Webex, and Salesforce systems as well as others
  • Excellent CRM skills
  • Trusted with important personal information, such as SSI, CIDs, and other sensitive personal claimant information
  • Handled complaints and questions, and re-directed calls to other team members.
  • Acted as first point of contact and set appointments for prospective clients.

Call Center, Contact Tracer

Will County Health Department
11.2020 - 08.2021
  • Worked CRM using salesforce
  • Completed the task of Contract tracing, making calls and completing interviews detrimental to helping to stop the spread of covid 19
  • Stayed up to date on CDC information and Illinois department of health information, as it pertained to the will County Department of health's, handling of Covid 19
  • Collected personal information, and set patients up on daily monitoring, made follow up calls, courtesy calls, and well-being checks
  • Kept organized and detailed records needed to work remotely
  • Investigated and identified confirmed and suspected coronavirus cases, also documenting potentially affected contacts.
  • Communicated with documented COVID-19 patients and other exposed persons via phone call, text, e-mail and other platforms.

Store Manager

Family Dollar
  • Conducted daily store operations, including opening and closing procedures and cash handling
  • Monitored inventory levels and placed orders to restock shelves
  • Developed strategies to maximize sales and profitability
  • Established customer service standards and monitored staff compliance
  • Organized promotional events to increase product awareness
  • Resolved customer complaints in a timely manner
  • Recruited, trained and supervised new employees
  • Ensured compliance with safety regulations and company policies
  • Implemented efficient systems for tracking stock movement
  • Managed daily banking activities such as deposits and withdrawals
  • Identified opportunities for cost savings through waste reduction initiatives
  • Performed regular price checks to ensure competitive pricing
  • Assessed operational efficiency of the store's departments
  • Trained and mentored associates to teach daily tasks and procedures
  • Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties
  • Prepared weekly schedules to verify proper floor coverage within fiscal guidelines
  • Monitored employee performance and identified performance gaps for corrective action
  • Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage
  • Enhanced customer satisfaction and store operations through relationship building and daily problem-solving
  • Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.

Supervisor

UPS
08.2017 - 12.2019
  • Directed and supervised team of 15 employees in daily operations
  • Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows
  • Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions
  • Tracked progress on projects and provided timely feedback to staff members
  • Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary
  • Ensured compliance with workplace safety regulations by providing training sessions for all staff members
  • Monitored employee productivity levels on a regular basis to identify areas of improvement
  • Evaluated employee performance through periodic reviews and documented results accordingly
  • Collaborated with other departments to coordinate workflow processes between teams
  • Provided ongoing training to address staff needs
  • Reviewed completed work to verify consistency, quality and conformance
  • Oversaw the productivity of my production line, and won award most productive line 5 times in a row
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Maintained overall safe work environment with employee training programs and enforcement of safety procedures.

Hiring Manager

U.S. Energy Savings Corp
12.2008 - 02.2013
  • Collaborated directly with my regional manager reviewed online as well as paper applications, managed my schedule and scheduled interviews for all eligible applicants
  • Hired people that would be an asset to our company and who would give 200% when approaching any job task, also oversaw the progress of that employee and trained them to be the best that they could be to excel in the company
  • Also answered the phone and took my own messages without the need for an assistant
  • Took responsibility and control of the office when my regional manager was out of town on business
  • Managed important business calls from the U.S to Canada and pitched innovative ideas towards the betterment of the company
  • Oriented newly hired employees by providing company information, facilitating onboarding processes and establishing position-related requirements.
  • Determined required job seeker qualifications for potential interview by reviewing and evaluating resume and application information.

Team Leader

Ameri Bank
04.2006 - 06.2008
  • Established banking relationships with Business' in need of credit transaction processors
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Assisted in recruitment to build team of top performers.
  • Supported creation of detailed, technical financial models to value potential acquisition targets.
  • Gathered, organized and input information into digital database.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Pitched and persuaded business owners to convert from the company they were using and helped them to see why doing business with our company would be wise and lucrative
  • Made monthly quotas, and created lasting and trusting business relationships
  • Promoted to team lead, just 1 month into the job because of my tenacity, ambition and proven leadership qualities and initiatives

Education

Medical Billing & Coding -

Penn Foster

Associates of Business Administration - Business Administration

AIU
09.2016

Information Technology

Cisco Networking Academy
01-2023

Information And Communication Technology

IT Career Lab
01-2023

Information Technology

IT Career Lab
01-2023

Aspire Academy

IDPH COVID-19 Contact Tracing Course

Johns Hopkins University
Baltimore, MD

IDPH COVID-19 Contact Tracing Course

IDPH

Skills

  • Microsoft Office
  • Conflict resolution
  • Power Point
  • Excel
  • Sales Force
  • Jabber
  • Information Security
  • Windows
  • Account management
  • Customer relationship management
  • Adobe Acrobat
  • Microsoft Access
  • Communication skills
  • Time management
  • Google Suite
  • Business Relationship Management
  • Salesforce
  • Strategic Account Development and Project Management
  • Assessments
  • Community Resources
  • Power-Bi
  • Care Plan Intervention
  • Eligibility Requirements
  • Case Management
  • Customer Retention
  • Client De-escalation tactics

Certification

  • Leadership training certificate
  • Contact Tracing Certificate
  • Cultural Competence certificate
  • Data Security Certificate
  • Mandated Reporter
  • IDPH COVID-19 Contact Tracing Course
  • John Hopkins COVID-19 Contact Tracing
  • Introduction to Empathy Certificate
  • Motivational Interviewing Certificate
  • Active Listening Certificate
  • Introduction to Empathy
  • How to pitch your brand to an audience/consumer

Activities

  • Social Media Influencer with my own Amazon store certification badge.
  • Artist who draws and creates.
  • Former Singer/Model.
  • Took Leadership Training Classes.

Timeline

Business Development Specialist

Constellation Energy
02.2023 - 09.2023

Family Support Specialist/QA Specialist/Audit Team

CEDA Community economic development association
02.2022 - 01.2023

Call Center, Contact Tracer

McHenry County Health Department
09.2021 - 01.2022

Call Center, Appointment Scheduler

Illinois Department of Employment Security
08.2021 - 10.2021

Call Center, Contact Tracer

Will County Health Department
11.2020 - 08.2021

Supervisor

UPS
08.2017 - 12.2019

Hiring Manager

U.S. Energy Savings Corp
12.2008 - 02.2013

Team Leader

Ameri Bank
04.2006 - 06.2008

Store Manager

Family Dollar

Medical Billing & Coding -

Penn Foster

Associates of Business Administration - Business Administration

AIU

Information Technology

Cisco Networking Academy

Information And Communication Technology

IT Career Lab

Information Technology

IT Career Lab

Aspire Academy

IDPH COVID-19 Contact Tracing Course

Johns Hopkins University

IDPH COVID-19 Contact Tracing Course

IDPH

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Tiffany Gray