TIFFANY HENDERSON
Perris
Summary
Committed and professional Service Advisor with proven ability to effectively manage customer inquiries, provide accurate advice and ensure customer satisfaction. Excellent communication and problem-solving skills for providing customers with best possible service.
Over 14 years’ experience in leadership, supervision and management Extensive experience in call center. Extensive knowledge in networking and policy standards.
Overview
16
16
years of professional experience
Work History
SENIOR EMPLOYEE SERVICES REPRESENTATIVE
UNIVERSITY OF CALIFORNIA
11.2019 - Current
- Conducting training sessions for new employees on procedures.
- Handling escalated issues from colleagues and providing a resolution.
- De-escalating customer issues and complaints.
- Managing multiple forms of communication and showing empathy and understanding in difficult situations.
- Recording details of customer inquiries, complaints, or comments, as well as actions taken to address them.
- Building positive relationships with others by cultivating interpersonal skills.
- Providing support for peers and UC locations by sharing how-to knowledge.
- Participating in team projects to collaboratively resolve complex inquiries.
Call Center Representative
Arrowhead Credit Union
01.2018 - 11.2019
- Assisted Members with problems or disputes involving research with reasonable supervisory assistance.
- Accurately completed check, ACH, and bill payments. Stop Payments, fraud, and non-fraud dispute claims. May assist with Stop Payment audits.
- Communicated areas needed for process improvements and gave consistent feedback to managerial staff concerning areas of gaps in member service.
- Resolved account issues within the authority, such as releasing account holds, card status resolutions, and payment of rejected items.
- Acted as a member advocate, being ever conscious of the value of the Member and membership, using a flexible and open-minded approach, and gaining approval for any decisions outside of authorization limits.
- Continuously improved knowledge using learning initiatives through the organization’s training and learning center.
- Maintained a working knowledge of BSA/AML laws/regulations applicable to the area of responsibility; complies with all BSA/AML and OFAC laws/regulations.
Guest Rewards Agent
Amtrak National Railroad
01.2011 - 01.2018
- Acting Station Manager
- Handled and promptly resolved customer complaints to maintain professional relationships.
- Followed up on customers' inquiries to assess satisfaction with provided solutions.
- Resolved caller issues quickly and thoroughly.
- Informed clients of policies and procedures.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Handled and promptly resolved customer complaints to maintain professional relationships.
- Followed up on customers' inquiries to assess satisfaction with provided solutions.
- Resolved caller issues quickly and thoroughly.
- Informed clients of policies and procedures.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
Assistant Manager
Tesoro Corporation
05.2008 - 01.2012
- Supported management in their absence and assumed all duties
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Created schedules for staff, kept records of attendance and collected time cards
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Mentored team members to enhance professional development and accountability in workplace.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
Education
High School Diploma -
Buena Vista High School
Corona, CAAssociate of Arts - Business Administration
Moreno Valley College
Moreno Valley, CA06.2025
Skills
- Strong work ethic
- Training and development
- Conflict resolution
- Team collaboration
- Problem-solving abilities
- Empathy and understanding
- Multitasking and Organization
- Team Motivation
- Attention to detail
- Customer service orientation
Timeline
SENIOR EMPLOYEE SERVICES REPRESENTATIVE
UNIVERSITY OF CALIFORNIA
11.2019 - Current
Call Center Representative
Arrowhead Credit Union
01.2018 - 11.2019
Guest Rewards Agent
Amtrak National Railroad
01.2011 - 01.2018
Assistant Manager
Tesoro Corporation
05.2008 - 01.2012
High School Diploma -
Buena Vista High School
Associate of Arts - Business Administration
Moreno Valley College
Similar Profiles
Netsanet GetahunNetsanet Getahun
Surgical Practice Coordinator 3 at University of CaliforniaSurgical Practice Coordinator 3 at University of California
Adan ShafeiAdan Shafei
Professor Assistant at University of CaliforniaProfessor Assistant at University of California
Colleen CampbellColleen Campbell
Cash Accountant III at University of CaliforniaCash Accountant III at University of California
Frank PerezFrank Perez
Warehouse/roofloader at SRS DistributionWarehouse/roofloader at SRS Distribution
YOEL BENITOYOEL BENITO
Restock Team Lead at CrocsRestock Team Lead at Crocs