Tiffany Marshall
Carthage,MS
Summary
Seeking to join an organization that values contributions, leveraging expertise and passion for delivering exceptional customer service.
Overview
12
12
years of professional experience
Work History
Kaiser Customer Service Specialist (Remote)
Apria Healthcare
01.2024 - 01.2025
- Responsible for taking inbound calls from Kaiser Patients and staff regarding orders for durable medical equipment
- Processing payments for co-pays
- Researching account issues
Lead Night Dispatcher/Customer Service/Collections Specialist
MacCarb Inc
01.2022 - 01.2024
- In this position I was responsible for preparing route and hazmat paperwork for drivers delivering liquid CO2, nitrogen, beer gas, helium, oxygen, propane, argon and acetylene
- Worked directly with local and semi drivers to maintain timely delivery of product as well as any service issues drivers or customers might have
- Processed customer orders and provided them with status updates upon request
- Collected payments on customer accounts that were 30-60 days past due
- Prepared weekly reports for all liquid CO2 deliveries
Remote Thermal Event/Fire Specialist
Weber Stephen Products LLC
01.2020 - 01.2021
- In this position I was a Tier 2 escalation specialist. I assisted customer that experienced fires/thermal events with their Weber grill
- I conducted investigations into the incident by requesting photos or any additional info to assist in the process.
- I was also responsible for escalated calls where the customer requests to speak with a manager
Remote Dispatch/Logistics Coordinator
Wholesale Express/Rumbelon
01.2018 - 01.2020
- Take inbound calls from carriers looking to books loads for transport
- Schedule drivers and send them on predetermined nationwide routes to deliver vehicles to auctions, dealers and private parties
- Make outbound calls to carriers for assistance with hard to book loads
- Work with sales reps to ensure drivers have the proper load paperwork. Releases, gate passes, vehicle pictures and general load paperwork
- Negotiate load prices with drivers and sales reps
- Monitor drivers and freight from pick up to delivery
GWIM Client Services Representative
Merrill Lynch/Bank of America
01.2017 - 01.2018
- Provide Wealth Management clients with white glove service
- Speak with clients regarding their existing Merrill Lynch and or Bank of America accounts
- Answer client inquiries and perform account maintenance i.e balance, activity, check orders, stop payments and online password resets
- Account research and resolution
Remote Contact Center Manager
Elizabeth Arden Red Door Spa
01.2014 - 01.2017
- Manage a team of 35-40 virtual/remote agents that take inbound calls scheduling high end luxury spa appointments at 19 different locations. Answer questions via instant message, email or phone.
- Responsible for Recruiting, Interviewing, Hiring, Training, Scheduling, Quality Assurance, Coaching & Development
- Responsible for in person and virtual training of new scheduling system
- Responsible for running daily reports to compare day to day, month to month and year to year stats of the contact center as well as monitor stats of the agents
- Responsible for reviewing NPS surveys to determine guest satisfaction
- Put necessary action plans in place to create guest satisfaction and increase agent productivity
Call Center Manager
Zerorez Of Phoenix
01.2013 - 01.2014
- Managed In-bound Customer Service department, The Routing Coordinator and the Client Relations Coordinator
- Responsible for Call Monitoring/Quality Assurance, Coaching and Development, Problem resolution and Customer Satisfaction
- Developed system for coaching and development along call monitoring and grading of calls
- Able to multi-task and provide a productive work environment for my employees
- Able to work independently or in a team environment
- Able to keep accurate count of assignments to provide proper tracking of work
Education
High School Diploma - General Studies
Saguaro High School
Skills
Customer Service
Communication skills
Critical Thinking skills
Call Center Experience
Call Center Management Experience
Timeline
Kaiser Customer Service Specialist (Remote)
Apria Healthcare
01.2024 - 01.2025
Lead Night Dispatcher/Customer Service/Collections Specialist
MacCarb Inc
01.2022 - 01.2024
Remote Thermal Event/Fire Specialist
Weber Stephen Products LLC
01.2020 - 01.2021
Remote Dispatch/Logistics Coordinator
Wholesale Express/Rumbelon
01.2018 - 01.2020
GWIM Client Services Representative
Merrill Lynch/Bank of America
01.2017 - 01.2018
Remote Contact Center Manager
Elizabeth Arden Red Door Spa
01.2014 - 01.2017
Call Center Manager
Zerorez Of Phoenix
01.2013 - 01.2014
High School Diploma - General Studies
Saguaro High School
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