Summary
Overview
Work History
Education
Skills
Certification
Activities
Languages
Timeline
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Tiffany Ahmad

Tiffany Ahmad

Glenwood,IL

Summary

Professional in customer service management with proven track record of driving customer satisfaction and operational efficiency. Known for strong leadership, effective problem-solving, and excellent communication skills. Adept at fostering team collaboration and adapting to evolving challenges to achieve consistent results. Skilled in conflict resolution, process optimization, and delivering high-quality customer experiences. Experienced with leading customer service teams to achieve high satisfaction levels and operational efficiency. Utilizes problem-solving and conflict resolution skills to address customer concerns effectively. Track record of fostering team collaboration and maintaining positive work environment.

Overview

17
17
years of professional experience
6
6
Certification
1
1

Degree

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
  • Expanded client base by identifying and targeting new business opportunities through market research and analysis.
  • Used SalesForce to handle current portfolio and prospective leads.
  • Secured high-value accounts through building rapport with key decision-makers, understanding their needs, and presenting customized solutions tailored to their requirements.
  • Improved lead generation efforts by refining prospecting techniques, resulting in higher-quality leads for the sales team.
  • Drove process improvements within the organization by assessing current systems and recommending enhancements where needed.
  • Spearheaded cross-functional teams towards achieving common goals, ensuring alignment of objectives across departments.
  • Negotiated contracts with vendors and clients, securing favorable terms that maximized profits while maintaining strong relationships.

Family Support Specialist/QA Specialist/Audit Team

CEDA Community economic development association
02.2022 - 01.2023
  • Referred clients to community-based organizations to receive assistance with utility bills, and housing expenses.
  • Audited documents, as a part of a branched off group of qualified specialist, who ran auditing team, for a huge branch audit.
  • I worked heavily with share point, teams, office, excel and ledgers
  • I made sure clients had the necessary tools to be able to sustain their homes, bills, and lifestyle, as well as offered them lifestyle coaching classes.
  • I reviewed bills and Personal Identifiable information and assessed clients eligibility and to the companies various programs.
  • I was tasked with sending about 30-50 secure emails containing personal Identifiable information daily.
  • I was tasked with sending over daily log reports and entering important data into a government database.
  • I corrected errors on team members documents, as a part of the quality assurance support team.
  • I maintained a highly organized home office to maintain accuracy, and excellence, and efficiency as a remote employee.
  • I was offered by the company to be hired on permanently into a permanent position.

Call Center, Contact Tracer

McHenry County Health Department
09.2021 - 01.2022
  • I worked with CRM using salesforce
  • I helped to make patients feel appreciated, respected, and that they can trust me with their personal and sensitive information
  • Remote, Contract
  • Collaborated effectively with a diverse team of public health professionals to streamline contact tracing processes and share best practices.
  • Maintained patient confidentiality while managing sensitive personal information during interviews and follow-up communications.
  • Monitored cases closely, ensuring prompt follow-up and escalation when required for high-risk or non-compliant individuals.
  • Demonstrated adaptability by transitioning between different contact tracing software platforms as required, maintaining proficiency in each system.
  • Provided comprehensive reports to supervisors regarding case progress, trends observed, and potential areas for improvement in contact tracing methods.
  • Enabling effective communication and increased cooperation.
  • Adapted quickly to changing protocols as new information became available about COVID-19 transmission patterns, updating procedures accordingly.
  • Implemented effective time management strategies to balance high caseloads while maintaining attention to detail in each investigation.
  • Educated the public on COVID-19 prevention measures, leading to increased awareness and adherence to guidelines.
  • Reduced disease transmission through timely communication with infected individuals and providing appropriate guidance on isolation measures.
  • Contributed to public health efforts by participating in ongoing professional development opportunities, staying current on evolving best practices in the field of contact tracing.
  • Enhanced contact tracing efficiency by conducting thorough case investigations and identifying close contacts.
  • I provided extensive use of motivational interviewing and active listening service skills, in which I received training and certification for.
  • I worked close with CBOS (Community based organizations) to ensure patients receive resources, whether financial, emotional, or social support.
  • I collected personal information, and set patients up on daily monitoring, made follow up calls, courtesy calls, and well-being checks.
  • I was sure to keep organized and detailed records needed to work remotely.

Call Center, Appointment Scheduler

Illinois Department of Employment Security
08.2021 - 10.2021
  • Proficient with Citrix, finesse, MS office, jabber, Webex, and Salesforce systems as well as others
  • Searched claimant info in the IBIS system, accessed basic inquiry info as well as adjudication
  • Excellent CRM skills
  • Trusted with important personal information, such as SSI, CIDs, and other sensitive personal claimant information
  • Remote, Contract
  • Managed high call volume of over 150 calls daily while maintaining professionalism and accuracy when gathering client information for appointment bookings.
  • Acted as first point of contact and set appointments for prospective clients.
  • Enhanced customer satisfaction with timely and accurate appointment confirmations and reminders.
  • Optimized available time slots by proactively identifying opportunities to fill cancellations or last-minute openings.
  • Handled complaints and questions, and re-directed calls to other team members.
  • Acted as a reliable point of contact for clients, addressing concerns or questions about their appointments with professionalism and tact.
  • Answered phone calls and answered questions from potential customers.
  • Provided excellent customer service through attentive listening, empathetic communication, and efficient problem-solving during the scheduling process.
  • Sustained accurate record-keeping of all scheduled appointments using CRM software, ensuring easy access to pertinent information for all team members.

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
  • Used a web-based client resource management (CRM) platform to call all contacts of anyone diagnosed with COVID-19, determine exposure, assess symptoms, refer for testing according to established protocols, and provide them with instructions for isolation or quarantine
  • Maintained ongoing communication with contacts to assess symptoms, ensure compliance with quarantine and determine social support needs and/or handle reporting of issues that arise
  • Was required to follow set scripts and adhere to policies and procedures
  • Complied with Department training regarding confidential information related to personal information
  • Worked remote using office hardware/software/multiple computer applications (e.g., computer, iPhone, internet)
  • Met regularly with the COVID-19 Response Team for routine updates
  • Participated in all training to learn procedures for COVID-19 outbreak investigations, symptom tracking; COVID-19 vaccine scheduling; including, use of appropriate software and tracking databases
  • Conducted phone interviews with individuals who have been exposed to COVID-19 patients
  • Maintained patient confidentiality while managing sensitive personal information during interviews and follow-up communications.
  • Demonstrated adaptability by transitioning between different contact tracing software platforms as required, maintaining proficiency in each system.
  • Collaborated effectively with a diverse team of public health professionals to streamline contact tracing processes and share best practices.
  • Adapted quickly to changing protocols as new information became available about COVID-19 transmission patterns, updating procedures accordingly.
  • Reduced disease transmission through timely communication with infected individuals and providing appropriate guidance on isolation measures.

Store Manager

Family Dollar
02.2020 - 03.2020
  • Conducted daily store operations, including opening and closing procedures and cash handling
  • Monitored inventory levels and placed orders of over 100 items 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
  • Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • 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

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
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.

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
  • Oriented newly hired employees by providing company information, facilitating onboarding processes and establishing position-related requirements.
  • Improved onboarding experience for new hires, creating a comprehensive orientation program.
  • Managed interview scheduling, coordinated travel arrangements, and facilitated communication with candidates throughout the hiring process.
  • Negotiated salary packages and benefits offerings for newly hired employees, ensuring competitive compensation structures across all departments.
  • Created customized training programs for individual departments, enhancing skill sets and increasing overall productivity levels.
  • 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

Senior Executive Team Leader

Ameri Bank
04.2006 - 06.2008
  • Established banking relationships with Business' in need of credit transaction processors
  • 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
  • Streamlined processes to improve workflow efficiency, leading to faster decision-making and project completion.
  • Drove expansion into new markets by conducting comprehensive market research studies to identify potential growth areas for the business.
  • Mentored junior team members for professional development, fostering a culture of continuous learning and improvement.
  • Negotiated favorable contracts with vendors and suppliers, ensuring cost-effective procurement of goods and services.
  • Managed cross-functional teams to deliver complex projects on time and within budget constraints, ensuring client satisfaction.
  • Identified opportunities for process improvements by analyzing current workflows and implementing best practices from industry benchmarks.
  • 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

Cisco Certified Network Administrator - Information Technology

Cisco Networking Academy
Chicago, IL
01-2023

MD 102, Microsoft Endpoint Administrator - Information Technology

IT Career Lab
Chicago, IL
01-2023

ITIL-Information Technology Infrastructure Library - Information And Communication Technology

IT Career Lab
Chicago, IL
01-2023

Medical Billing & Coding - Introduction To Medical Billing And Coding

Penn Foster
Chicago, IL
11.2022

Associates of Business Administration - Business Administration

AIU
Schaumburg, IL
09.2016

Skills

  • Microsoft Office
  • Power Point
  • Excel
  • Sales Force
  • Jabber
  • Account management
  • Power Bi
  • Project Management
  • Community Resources
  • Case Management
  • Family Case Plans
  • Public Health
  • Customer Retention
  • Data Entry Software Knowledge

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

Activities

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

Languages

English
Native or Bilingual
Spanish
Limited Working

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

Store Manager

Family Dollar
02.2020 - 03.2020

Supervisor

UPS
08.2017 - 12.2019

Hiring Manager

U.S. Energy Savings Corp
12.2008 - 02.2013

Senior Executive Team Leader

Ameri Bank
04.2006 - 06.2008

Cisco Certified Network Administrator - Information Technology

Cisco Networking Academy

MD 102, Microsoft Endpoint Administrator - Information Technology

IT Career Lab

ITIL-Information Technology Infrastructure Library - Information And Communication Technology

IT Career Lab

Medical Billing & Coding - Introduction To Medical Billing And Coding

Penn Foster

Associates of Business Administration - Business Administration

AIU

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