Tiffany Long
Cumming,GA
Summary
Experienced senior leader in Digital Operations with over 7 years of expertise. Focused on digital platforms such as chat, SMS, email, and voice bots. Skilled in optimizing customer journeys and ensuring seamless multi-channel interactions. Proven ability to align digital strategies with organizational goals, driving ROI and KPIs. Strong leadership in fostering collaboration and delivering impactful results. Founder and acting President of Women of EarthLink ERG. Committed to advocating for women in the workplace and mentoring in technology. Seeking a senior leadership role to leverage strategic vision and guidance in voice and/or digital channels for business growth.
Overview
7
7
years of professional experience
Work History
Senior Manager- Omni Channel Operations
EarthLink
07.2023 - Current
- Driving strategic technology initiatives aligned with business objectives
- Utilized advanced analytics and AI to enhance customer experiences and implement advanced voice and chatbot functionalities
- Fostered cross-functional collaboration to streamline workflows and integrate marketing, support, and sales systems for improved efficiency and growth
- Yellow.ai Migration- Spearheaded Yellow.ai migration project, transitioning to a cutting-edge Voicebot technology company to expand our NLP capabilities
- Negotiated contracts saving over $100k in operation costs, created project plans, and collaborated with internal and Yellow.ai engineers
- Delivered a fully functional NLP Voicebot for sales and support within a 3-month turnaround time. Resulting in company’s ability to make real time changes, granular reporting details, and increase sales efficiencies.
- Payment Flow- Designed a self-serve payment flow within the main Voicebot, achieving a 3% containment rate
- Enhanced Sales Flow- Developed an enhanced sales flow that captured and validated customer addresses, resulting in a 70% conversion rate from top-of-funnel to sales agents and increased overall sales performance by filtering out ineligible sales calls
Chat & Automation Solutions Manager
EarthLink
10.2021 - 07.2023
- As the leader of digital transformation and operational excellence in domestic and global contact centers, I specialized in optimizing multi-channel communication platforms, including chat, SMS, and AI solutions, to exceed KPIs and enhance customer experience
- Renowned for pioneering innovative strategies that advance digital engagement and streamline business processes across diverse markets
- Strategized and implemented an FAQ chatbot, achieving a 30% containment rate and enhancing customer journey and online portal utilization
- Led the migration from Chat to messaging, resulting in cost savings of over $75k
- Managed agent-facing content, AI-powered agent assist tools, and Cresta automation, reducing staffing needs by 50%, decreasing average handle time by 5-8 minutes, and improving average response time by 1 minute
Engr III Spec-Systems Analysis
Verizon
07.2020 - 10.2021
- Specializing in digital automation support for high-volume transactions, I excelled in utilizing Jira for story writing, managing tasks, and tracking progress
- Implemented agile processes from inception to completion, ensuring efficient and seamless project execution
- Led key project management initiatives, including the migration from Nuance to LivePerson and the construction of a reporting pipeline
- Enhanced digital automation experiences by increasing chatbot transactions and expanding D-Tree intents, achieving over 800 intents, 30+ transactions, and a containment rate exceeding 70%
- Fostered cross-functional partnerships with vendor management, resource management, GTS, and strategy teams, significantly improving communication and collaboration among chat stakeholders and ensuring alignment and efficiency in meeting organizational goals
National Business Operations Manager
Verizon
09.2017 - 07.2020
- As a Vendor Manager, I led a team of over 100 professionals, both domestically and internationally
- Ensured compliance with contractual BPO obligations and provided strategic guidance to consistently meet target KPIs
- Increased core KPIs, including NPS, by 10% through effective coaching, monitoring, and a results-driven approach, while enhancing efficiency metrics across voice and digital channels
- Led the pioneering chatbot team, developing the roadmap, project plan, and design for chatbot and flow implementations
- Conducted customer journey mapping and performance testing, leading to the successful launch of the business chatbot initiative
- Developed a partner website to bridge communication gaps among vendor employees, serving as a central hub for business insights and process updates
Education
Associate's degree - Business Management
Strayer University
01.2018
Skills
- LivePerson
- Nice Cxone ACD
- Yellowai (AI Digital Platform)
- IVR
- Digital Channels (Chat, SMS, Email)
- Chat and Voicebots
- Project Management (Asana, MS Project Planning)
- Jira
- Microsoft & Google Suite
- Strategic thinker
- Decision maker, based on data and results
- Culture Focused
Timeline
Senior Manager- Omni Channel Operations
EarthLink
07.2023 - Current
Chat & Automation Solutions Manager
EarthLink
10.2021 - 07.2023
Engr III Spec-Systems Analysis
Verizon
07.2020 - 10.2021
National Business Operations Manager
Verizon
09.2017 - 07.2020
Associate's degree - Business Management
Strayer University
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