Tiffany Kongphet

• Coordinated daily operations for team of 12-15 agents handling inbound calls and offline tasks.
• Assisted in resolving customer issues to improve satisfaction received by agents or our Executive Escalation Team..
• Prepare project status reports by collecting, analyzing, and summarizing information and trends.
• Report any ongoing trends efficiently and effectively to ensure service levels remain steady.
• Assist our new hires with training and access to all necessary applications.
• Monitor and review calls and offline tasks from agents to do one-on-one meetings to ensure they are meeting their productive goals.

• Managed high-volume customer interactions while maintaining quality service standards and meeting performance metrics.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Navigated multiple computer systems and applications to find information.

• Cash checks and pay out money after verifying that signatures are correct, that written and numerical amounts agree, and that accounts have sufficient funds.
• Prepare and verify cashier's checks.
• Obtain and process information required for the provision of services, such as opening personal accounts.
• Monitor bank vaults to ensure cash balances are correct.
• Compile information about new accounts, enter account information into computers, and file related forms or other documents.
• Inform customers of procedures for applying for services such as ATM cards, direct deposit of checks, and certificates of deposit.

• Lead floor support for 20-40 agents to reduce escalation calls to supervisors.
• Resolve customer's inquiries via email in a proactive response to ensure a solution is received.
• Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
• Refer unresolved customer grievances to designated departments for further investigation.
• Receive and respond to customer complaints.

• Direct and supervise employees engaged in sales, inventory-taking, reconciling cash receipts, or in performing services for customers.
• Monitor sales activities to ensure that customers receive satisfactory service and quality goods.
• Inventory stock and reorder when inventory drops to a specified level.
• Plan and coordinate advertising campaigns and sales promotions, and prepare merchandise displays and advertising copy.

• Answer questions regarding the store and its merchandise.
• Assign employees to specific duties.
• Determine staffing requirements, and interview, hire and train new employees, or oversee those personnel processes.
• Perform sales floor work, such as greeting or assisting customers, stocking shelves, or taking inventory.
• Assuming managerial responsibilities in the event of management absentees.

Completed coursework towards AA Business Administration