Tiffany mccalebb
Hermitage,TN
Summary
Customer-focused Customer Service expert with a passion for building relationships. Exceptional ability to communicate effectively with customers, address their concerns, and resolve issues to ensure satisfaction. Strong problem-solving skills and ability to think quickly in high-pressure situations. Adept at using CRM software and other tools to manage customer interactions.
Overview
13
13
years of professional experience
Work History
Work From Home Agent
St. John Hospital Macomb
09.2022 - Current
- Assisted an average of 100 customers per day via email, Loom, and live video (Zoom) resulting in 90% satisfaction rate.
- Routinely updated clients, following SLA (Service Level Agreement) guidelines, on active issues to gain additional information or to advise of status, resulting in a 95% customer satisfaction rate.
- Actively monitored and engaged with additional support channels, such as Slack and social media, resulting in a 40% increase in customer engagement.
Remote Customer Service Representative
LGC Hospitality
06.2016 - 09.2022
- Provided first-level end user resolution to an average of 50 customer inquiries per day escalated through all access channels (Portal, Chat, Email, and Phone).
- Responded to client inquiries within established timelines, resulting in a 95% customer satisfaction rate.
- Provided consultative guidance to customers towards the resolution to their service issue, resulting in a 25% decrease in repeat customer inquiries.
Healthcare Customer Service Representative
LGC Hospitality
12.2011 - 06.2016
- Acted as an advocate for the customers by documenting insights and sharing them internally with the Product team, resulting in a 20% improvement in product satisfaction among customers.
- Consistently exceeded customer satisfaction goals by an average of 15% through effective communication and problem-solving techniques.
- Mentored and trained a team of 10 new customer service representatives on company policies and procedures, resulting in a 20% increase in team performance.
Education
High school diploma -
Rosa Parks Center
Detroit, MISkills
- P>Typing 40 wpm
- P>Professional telephone demeanor
- P>Complaint resolution
- P>Account management
- P>POS systems expert
- P>Multi-line phone talent
- P>Medical terminology knowledge
- P>CRM
Timeline
Work From Home Agent
St. John Hospital Macomb
09.2022 - Current
Remote Customer Service Representative
LGC Hospitality
06.2016 - 09.2022
Healthcare Customer Service Representative
LGC Hospitality
12.2011 - 06.2016
High school diploma -
Rosa Parks Center
Similar Profiles
Ginger Fallin- SextonGinger Fallin- Sexton
Real Estate Property Manager at Ascension St. John Hospital/ St John Health SystemReal Estate Property Manager at Ascension St. John Hospital/ St John Health System
Marife ZacharkoMarife Zacharko
Registered Nurse at Henry Ford St. John HospitalRegistered Nurse at Henry Ford St. John Hospital
Lauryn MowidLauryn Mowid
Nurse Extern at Ascension St. John HospitalNurse Extern at Ascension St. John Hospital