Tiffany Green
Muldrow
Overview
2
2
years of professional experience
Work History
Customer Service Agent
Foundever
Fort Smith
01.2023 - 02.2025
- Updated customer records in the CRM system accurately with each interaction.
- Answered incoming calls promptly and professionally within company standards.
- Assisted customers with inquiries regarding products and services through phone, email, and chat.
- Identified opportunities to improve customer service processes and procedures.
- Processed refunds, returns, exchanges, and order cancellations according to policy.
- Provided product information to customers in a timely manner.
- Performed administrative duties related to customer service such as filing documents or completing paperwork.
- Developed strategies for handling difficult customers effectively while maintaining professionalism.
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
- Resolved customer complaints quickly and efficiently.
- Attended training sessions regularly to stay current on new products or services.
- Provided technical support over the phone when needed.
- Monitored customer feedback through surveys and other methods for quality assurance purposes.
- Ensured compliance with applicable laws when dealing with customers.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Helped clients navigate online systems within established frameworks to obtain services.
- Reviewed files, records and other obtained documents to respond to customer requests.
- Managed high-volume of inbound and outbound customer calls.
- Maintained strong call control and quickly worked through scripts to address problems.
- Returned customer calls in established turnaround time to meet company objectives.
- Investigated and solved routine and complex customer issues to earn repeat business.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls, chats and emails to facilitate customer service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Developed strong customer relationships to encourage repeat business.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Updated system with order specifics and customer details, preferences, and billing information.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Provided top quality control and eliminated downtime to maximize revenue.
- Mentored junior team members and managed employee relationships.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Led on- and off-site customer support teams across multiple time zones.
- Prevented key account losses by researching discrepancies and correcting problems.
- Supported sales team members to drive growth and development.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
Education
Graduate Certificate - Medical Billing And Coding
American Career College
CA06-2007
Skills
- Customer service
- CRM management
- Technical support
- Call handling
- Complaint resolution
- Product knowledge
- Time management
- Customer feedback
- Communication skills
- Conflict resolution
- Relationship building
- Team collaboration
- Active listening
- Complaint handling
- Multitasking and organization
- Billing inquiries
- Customer focus
- Decision-making
- Call flow maximization
- Customer relationship management (CRM)
- Empathetic and genuine
- Problem resolution
- Language proficiency
- Exemplary work ethic
- Inbound customer service
- Email management
- Issue escalation
- Issue documentation
- Reliability and punctuality
- Documentation and reporting
- Assertiveness
- Information verification
- Verbal and written communication
- Inbound call management
- Customer relations
- Technical troubleshooting
- Information updates
- Escalation management
- Adaptability and flexibility
- Call center experience
- Phone etiquette
- Call control
- Customer complaint resolution
- Task prioritization
- De-escalation techniques
- Account management
- Outstanding communication skills
- Positive and professional
- Call center operations
- Call center procedures
- Inbound and outbound calling
Affiliations
- I love spending quality time with my family. I love taking walks with my family and our dogs. I love camping going to the beach and taking road trips.
Languages
English
Professional
Timeline
Customer Service Agent
Foundever
01.2023 - 02.2025
Graduate Certificate - Medical Billing And Coding
American Career College