Tiffany Harris
Houston,TX
Summary
Accomplished professional with a proven track record at Alight Solutions, adept in SCADA System Operation and exhibiting exceptional critical thinking abilities. Enhanced customer satisfaction and streamlined operations, demonstrating a continuous improvement mindset and high stress tolerance. Expert in quality assurance techniques, achieving significant advancements in safety and productivity. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
27
27
years of professional experience
Work History
CCR
Alight Solutions
04.2023 - Current
- Responded promptly to emergency situations, initiating appropriate measures to mitigate risks and minimize disruptions to production activities.
- Assisted in the development of standard operating procedures, leading to a more streamlined workflow and increased productivity.
- Contributed to continuous improvement efforts by identifying opportunities for optimization within the CCR operation process.
- Consistently adhered to established company policies regarding health and safety protocols, setting a positive example for junior team members to follow.
- 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.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Enhanced customer satisfaction by efficiently processing and resolving claims in a timely manner.
- Provided exceptional customer service by addressing concerns, answering questions, and explaining complex policy information to clients.
- Actively contributed ideas during team meetings aimed at enhancing overall department efficiency and effectiveness.
- Demonstrated strong negotiation skills in settling disputes between insured parties and third-party claimants fairly while protecting company interests.
- Supported team members by sharing expertise and knowledge, fostering collaboration within the department.
- Achieved positive results under pressure by successfully managing large workloads during peak seasons without sacrificing quality or attention to detail.
- Monitored claim trends for potential fraud indicators, contributing to the reduction of fraudulent activity within the company.
- Adhered to strict confidentiality guidelines when handling sensitive client information, maintaining trust among clients and colleagues alike.
- Managed high-volume caseloads and prioritized tasks effectively to meet strict deadlines without compromising on quality or accuracy.
Customer Service Representative
Conduent
05.2018 - 01.2022
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Responded to customer calls and emails to answer questions about products and services.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
- Documented and detailed calls and complaints using call center's CRM database.
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
- Enhanced customer satisfaction by resolving complex issues promptly and professionally.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Addressed customer account discrepancies and concerns.
- Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
Library Assistant
City of Houston
04.2004 - 12.2007
- Organized library shelves, materials and equipment in clear, alphabetized order.
- Maintained a well-organized collection through diligent shelving, shelf-reading, and inventory management tasks.
- Answered questions from patrons and helped to find desired materials.
- Handled check-in and check-out process of library books and materials at circulation desk.
- Streamlined book return process, effectively sorting and shelving materials in a timely manner.
- Ensured a welcoming environment for patrons by assisting with directional inquiries and providing information on library resources.
- Reduced wait times at circulation desk by implementing efficient check-in/check-out processes.
- Maintained an organized work area, ensuring all materials were properly sorted and easily accessible for patrons.
Security Officer
Day and Zimmerman Security
03.2002 - 02.2003
- Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
- Created a welcoming atmosphere for guests while maintaining strict vigilance over potential security hazards or breaches.
- Checked and verified photo identification prior to granting facility access.
- Provided prompt response to emergency situations, ensuring the safety of all individuals involved.
- Improved overall security presence by consistently enforcing company policies and procedures.
- Reported irregularities such as fire and safety hazards to maintenance.
- Checked identification badges for employees and visitors, preventing unauthorized access to restricted areas.
- Permitted entry with escort for approved persons into secure locations.
- Managed alarm systems effectively, reducing false alarms while ensuring timely response to genuine threats.
- Assisted in maintaining a safe environment for employees and visitors through diligent monitoring of surveillance systems.
- Secured personal and company goods against robbery, vandalism, and illegal entry.
Manager
Montgomery Wards
01.1998 - 03.2002
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- 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.
- Assisted with hiring, training and mentoring new staff members.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Completed point of sale opening and closing procedures.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Rotated merchandise and displays to feature new products and promotions.
- Maximized sales by creating innovative visual merchandising displays and store layouts.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Approved regular payroll submissions for employees.
Education
Master of Science - Criminal Justice
University of Phoenix
Tempe, AZ07.2018
Bachelor of Science - Criminal Justice
University of Phoenix
Tempe, AZ06.2016
Associate of Arts - Criminal Justice
University of Phoenix
Tempe, AZ05.2014
Skills
- SCADA System Operation
- Critical thinking abilities
- Quality Assurance Techniques
- Adaptive Problem Solving
- Stress Tolerance
- Safety Protocols Adherence
- Continuous Improvement Mindset
Timeline
CCR
Alight Solutions
04.2023 - Current
Customer Service Representative
Conduent
05.2018 - 01.2022
Library Assistant
City of Houston
04.2004 - 12.2007
Security Officer
Day and Zimmerman Security
03.2002 - 02.2003
Manager
Montgomery Wards
01.1998 - 03.2002
Master of Science - Criminal Justice
University of Phoenix
Bachelor of Science - Criminal Justice
University of Phoenix
Associate of Arts - Criminal Justice
University of Phoenix
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