Tiffany Jackson
Kennesaw,GA
Summary
Results-driven customer service and executive relations leader with over a decade of experience delivering high-level support, resolving complex issues, and building strong relationships with customers, executives, and cross-functional teams. Known for professionalism, discretion, and the ability to de-escalate sensitive situations while driving positive outcomes. Adept at coaching teams, improving customer experience, and representing organizational values at the highest level. Accomplished professionalism with expertise in executive relations at Verizon Wireless, adept at managing complex customer concerns with discretion and emotional intelligence. Proven track record in enhancing customer satisfaction and loyalty. Recognized for reliability and a customer-first mindset, contributing to team success through collaboration. Successfully reduced call escalation rates by 20% through innovative solutions.
Overview
21
21
years of professional experience
Work History
Executive Relations/Escalations Management
Verizon Wireless
Kennesaw, GA
06.2020 - 12.2025
- Delivered exceptional customer service while managing complex and escalated customer concerns with professionalism and discretion.
- Served as a trusted point of contact for high-impact and executive-level customer interactions, ensuring timely and satisfactory resolution.
- Demonstrated strong leadership by mentoring peers, modeling best practices, and supporting team performance goals.
- Utilized critical thinking and emotional intelligence to de-escalate sensitive situations and retain customer loyalty.
- Maintained in-depth knowledge of products, services, and policies to provide accurate and effective solutions.
- Consistently met or exceeded performance metrics related to customer satisfaction, quality, and efficiency.
Technical Support Expert
Verizon Wireless
Chicago, IL
06.2020 - 10.2023
- Provided technical support for customers via phone and chat, resolving inquiries efficiently.
- Diagnosed and troubleshot device issues, ensuring accurate solutions for users.
- Assisted in onboarding new support tools and software, enhancing team productivity.
- Collaborated with cross-functional teams to escalate complex technical issues promptly.
- Maintained detailed documentation of customer interactions and resolutions for future reference.
- Conducted training sessions for junior staff on support protocols and best practices.
- Identified recurring problems and proposed process improvements to streamline operations.
- Implemented proactive monitoring measures that identified potential issues before they escalated into major incidents.
- Coordinated with vendors for hardware replacement or software updates ensuring timely resolution of escalated issues.
- Enhanced customer satisfaction with prompt and accurate solutions to their technical concerns.
- Resolved complex technical issues by utilizing diagnostic tools and troubleshooting procedures.
- Reduced call-back rates by providing clear instructions and comprehensive resolutions to customers'' issues.
- Maintained detailed documentation of all troubleshooting steps, customer interactions, and resolutions to ensure efficient knowledge transfer among peers.
- Provided exceptional customer service by empathizing with clients'' frustrations and offering timely resolutions.
Customer Service Representative
Verizon Wireless
Chicago, IL
02.2014 - 06.2020
- Resolved customer inquiries efficiently using CRM software and knowledge base resources.
- Assisted in troubleshooting technical issues for mobile devices and services.
- Educated customers on product features and service plans, enhancing user experience.
- Handled billing inquiries and payment processing to ensure timely account updates.
- Monitored service trends and suggested process improvements to management for operational efficiency.
- Collaborated with team members to improve customer satisfaction ratings through feedback implementation.
- Developed solutions for recurring customer issues, reducing call escalation rates significantly.
- 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.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Retail Cosmetic Manager
Carson Pirie Scott & Co
Chicago, IL
03.2005 - 02.2014
- Managed inventory levels to ensure optimal product availability and reduce stock discrepancies.
- Developed training programs for staff to enhance customer service skills and product knowledge.
- Analyzed sales data to identify trends and adjust merchandising strategies accordingly.
- Implemented promotional campaigns that increased foot traffic and boosted sales performance.
- Coordinated with vendors to maintain high-quality product selection and negotiate favorable terms.
- Oversaw visual merchandising standards to create appealing displays that attract customers.
- Conducted regular team meetings to communicate goals, provide feedback, and foster collaboration.
- Led initiatives to improve store layout, enhancing customer flow and shopping experience.
- Trained cosmetics personnel in sales techniques and product line to improve recommendations and increase upselling for department.
- Coached cosmetics sales team on promotions and events to increase marketing effectiveness and boost sales of critical merchandise.
- Enhanced customer satisfaction by providing personalized beauty consultations and product recommendations.
- Maintained accurate inventory and sales records for department.
- Set up sales floor, developed department procedures and implemented company policies to maximize cosmetics sales.
- Managed a team of associates in cosmetics department to achieve and maintain highest standards of customer service.
- Collaborated with human resources team to provide full coverage for department and create equitable schedules for cosmetics personnel.
- Delivered comprehensive training to new team members on product knowledge, application techniques, and customer service best practices.
- Cultivated strong relationships with key influencers in the beauty industry who could drive referrals or participate in collaborative marketing efforts.
- Led and motivated a team of beauty consultants to consistently exceed sales targets and performance goals.
- Optimized scheduling for cosmetic department staff to ensure adequate coverage during peak business hours without sacrificing employee satisfaction.
- Ensured compliance with all health regulations regarding product storage, handling procedures, and sanitation practices.
- Managed vendor relationships to ensure timely delivery of products while negotiating favorable pricing terms for the store.
- Conducted regular performance evaluations for staff, identifying areas of improvement and providing constructive feedback.
Education
Certified Nursing Assistant - Nursing
Malcolm X College
Chicago, ILNo Degree - Nursing
MacMurray Colege
Jacksonville, ILHigh School Diploma -
Gage Park High School
Chicago, IL05.2003
Skills
Recognized for calm, professional handling of difficult and emotionally charged interactions
Trusted to manage confidential information and sensitive customer concerns
Known for reliability, strong work ethic, and customer-first mindset
Contributed to a positive team culture through collaboration and peer support
Timeline
Executive Relations/Escalations Management
Verizon Wireless
06.2020 - 12.2025
Technical Support Expert
Verizon Wireless
06.2020 - 10.2023
Customer Service Representative
Verizon Wireless
02.2014 - 06.2020
Retail Cosmetic Manager
Carson Pirie Scott & Co
03.2005 - 02.2014
Certified Nursing Assistant - Nursing
Malcolm X College
No Degree - Nursing
MacMurray Colege
High School Diploma -
Gage Park High School