Tiffany Middleton
Tampa
Summary
With years of experience leading and guiding a diverse team of 30+ employees, I have a strong track record in effectively managing and mentoring individuals to achieve exceptional results. My leadership has fostered a collaborative and high-performing work environment, ensuring seamless coordination and efficient workflow. I have a proven ability to motivate and inspire team members, consistently delivering on organizational goals while maintaining a focus on individual growth and development.
Overview
12
12
years of professional experience
Work History
Operations Supervisor
MAXIMUS FEDERAL SERVICE
11.2021 - Current
- Develops staff through coaching, providing performance feedback, providing effective performance assessments, and establishing performance development plans
- Observes and evaluates team members
- Write and administer effective formal performance appraisals, performance coaching and progressive discipline
- Motivate and develop associates with innovative recognition techniques to ensure individual and team performance expectations are met
- Daily report monitoring to ensure that all reporting from the previous day have been acknowledged, researched, notated and complete for management
Tax Preparer
Jackson Hewitt
09.2016 - 11.2021
- Utilizing information provided by clients to prepare individual tax returns and inputting them into tax preparation software
- Assisting in providing exceptional client-services to establish and maintain strong working relationships with clients and increase retention by solving their taxation issues in a timely and efficient manner
- Following all company procedures regarding information handling to ensure client confidentiality
- Preparing tax returns in compliance with firm's policies and adhering to the firm's written tax practice standards as well as 1040 procedure manual
- Staying and maintaining up-to-date knowledge of latest tax laws, regulations and changes as well as researching tax questions
- Exercised Due Diligence during all tax interviews
- Certified in Florida and the state of New York
Customer Service Manager/Trainer
The Office Gurus
04.2015 - 07.2019
- Management of day to day game plan for 30 agents
- Responsible for performance management, setting objectives, employee schedules, time cards, conversion daily reporting, and reviewing KPI'S
- Reporting daily lead volume statistics along with identifying areas of underperformance
- Created individual performance improvement plans, conducted interviews, set up training classes, coaching sessions, and daily live monitoring to ensure clear communication with all employees
- Responsible for monitoring of calls for quality assurance purposes
- Involved with recurrent training, curriculum development, and implementation training for new policies, procedures, and systems
- Supported and encouraged fellow team members to achieve team goals and objectives
Customer Service Representative
Seaside Health System
08.2013 - 03.2015
- Handled customer inquiries, complaints, billing questions and payments
- Managed a high-volume workload within a deadline-driven environment
- Managed training for customer service staff members, daily enhancement of customer service systems performance
- Responsible for delegating projects and monitoring daily tasks to ensure accuracy and on-time completion
Education
Bachelor Of Applied Science - Business Administration And Management
St Petersburg College
Saint Petersburg, FL12.2014
Associate Of Applied Science - Business Administration
St Petersburg College
Saint Petersburg, FL02.2010
Associate Of Arts - Early Childhood Education
Early Childhood Education
Saint Petersburg, FL02.2007
Skills
- Effective leadership
- Management skills
- Good communication
- Team building
- Resilience
- Self-management
- Interpersonal skills
- Organizational Development
- Customer Experience
- Performance Management
- Conflict Resolution
- Interviewing
- Ambitious
- Recruiting
- Time management
- Empathy
Additional Information
Proficient with MS Word, Excel, and PowerPoint
Personal Information
Work Permit: Authorized to work in the US for any employer
Assessments
- Customer Focus & Orientation, Highly Proficient, 06/01/19
- Call Center Customer Service, Proficient, 09/01/19
- Personality: Hard-Working, Expert, 09/01/19
Timeline
Operations Supervisor
MAXIMUS FEDERAL SERVICE
11.2021 - Current
Tax Preparer
Jackson Hewitt
09.2016 - 11.2021
Customer Service Manager/Trainer
The Office Gurus
04.2015 - 07.2019
Customer Service Representative
Seaside Health System
08.2013 - 03.2015
Bachelor Of Applied Science - Business Administration And Management
St Petersburg College
Associate Of Applied Science - Business Administration
St Petersburg College
Associate Of Arts - Early Childhood Education
Early Childhood Education
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