Tiffany Muldrow
Columbus,OH
Summary
Experienced specialist with over 10 years of experience with Banking, Retail and Management. Exceptional ability to handle employee and customer inquiries and complaints and proven track record of consistently meeting/exceeding performance goals.
Overview
15
15
years of professional experience
Work History
Court Orders & Levies Specialist II (Hybrid)
JPMorgan Chase
01.2024 - Current
- Call center environment that requires 100% phone based customer interactions.
- Navigate multiple technologies/systems.
- Abides by all applicable regulatory and department practices and procedure to delivery quality work.
- Collected, arranged, and input information into database system.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Interpreted clients' needs and introduced services to fit specific requirements.
Engagement Center Specialist (remote)
Advocate Aurora Health Care
07.2023 - 01.2024
- Maintained thorough knowledge of common patient requests to facilitate professional, positive patient experience.
- Verified and updated existing patient and insurance information via charting system called EPIC.
- Optimized patient satisfaction, provider time and treatment room utilization by scheduling per protocols.
- Maintained confidentiality of patients' health and financial information according to HIPAA standards.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Executive Office Specialist (remote)
JPMorgan Chase
07.2021 - 06.2022
- Resolves customer issues escalated to the CEO and other members of Senior Management along with issues escalated externally to regulators such as Office of the Comptroller of the Currency,Better Business Bureau and the Consumer Financial Protection Bureau.
- Responsible for managing, investigating internally/externally with supporting documentation and responding to high volume of sensitive, complex customer concerns via phone or letter/email correspondence.
- Partnered with various companywide departments to resolve these issues along with tracking case information in the complaint database.
- Recommend customer relationship closure or case escalation when needed.
- Prepare/recommend SAR as needed.
- Researched transaction information, reviewed previous claim/fraud cases, reviewed customer data, researched open source for credit cards and media checks.
- Drafted professional letters to our clients.
- Maintained composure in stressful situations and continued to provide helpful and kind services for fantastic customer satisfaction.
Branch Operations Support Specialist (remote)
JPMorgan Chase
10.2018 - 07.2021
- Trained in four skills Chase Policy and Procedure, National Account Maintenance, Personal and Business Legal Document Review(Trust, Will, Power of Attorney, Estate, Death Certificates, Court Order documents etc).
- Used Chase answers as one of many resources to assist branch bankers with their questions and concerns via phone/chat/email.
- Provide feedback to senior executors.
- Carried out day to day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked effectively in fast-paced environments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Applied effective time management techniques to meet tight deadlines.
- Proved successful working within tight deadlines in a fast-paced environment.
- Resolved problems, improved operations and provided exceptional service.
Retail Banking/Retail Banking Supervisor (remote)
JPMorgan Chase
10.2013 - 10.2018
- Primary handles Inbound call queues that services all Chase consumer accounts.
- Complied with established internal controls and policies.
- Performed banking and financial tasks to guarantee five-star service for clients.
- Resolved escalated customer issues.
- Assisted with several successful pilots.
- Work with and advise customers in account opening and performing transactions.
- Collect customer information and input data into the system and ensuring confidentiality at all times.
- Investigate, document, and escalate issues as appropriate for bankers and customers.
- Provide information to leads with department feedback.
- Assisted with employee development/training.
- Granted work from home opportunities.
- Submitted complaints in CARE system.
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Skilled at working independently and collaboratively in a team environment.
- Worked flexible hours across night, weekend and holiday shifts.
Customer Service Representative
Safelite Auto Glass Contact Center
08.2012 - 09.2013
- Professionally answered a variety of inbound calls from customers, policyholders, insurance agents, or autoglass shops using scripted prompts.
- Accurately enters claim data into our production systems while on a live phone call.
- Effectively and compassionately guided customers through the process of filing a glass claim by engaging in an authentic conversation that builds rapport and focuses on each customer's specific needs.
- Verifies customer insurance coverage and deductible amounts and communicates the information to the customer.
- Assists customers with scheduling repair or replacement, services at a Safelite location or at a non-Safelite shop while honoring the customers preference.
- Utilizes systems and resources provided to enhance the overall customer experience.
- Provides solutions to resolve customer complaints and concerns over the course of the call while presenting the most accurate product and service information.
- Other duties assigned by leadership.
Store Manager
Kmart
08.2008 - 05.2012
- Developed and managed opening and closing procedures and daily store operations which included balancing cashier drawers beginning and end of shift, inventory count, setup store displays, permitted sales duties as needed.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Set effective employee schedules based on forecasted customer levels, individual employee knowledge and service requirements.
- Supervised guests at front counter, answering questions regarding products.
- Coached sales associates on product knowledge by using wide variety of training tools.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Scheduled and led weekly store meetings for all employees to discuss sales promotions and new inventory while providing platform for all to voice concerns.
Education
Associates of Arts - Art
Central Ohio Technical College
Newark, OH05.2016
High School Diploma -
Pickerington High School Central
Pickerington, OH05.2009
Skills
- Strong Analytical skills
- Mature and Professional Attitude
- Dependability and Strong work Ethic
- Adaptability and Flexibility
- Customer Rapport
- Detail-Oriented
- Teamwork
- Quick Learner
Languages
English
License/Certificate
Cosmetology License
Graduated in 2009 from Eastland Career Center
Commercial Driver's License
Graduated from Prime INC in August 2022
Women's Entrepreneurship Program sponsored by Bank of America
Cornell University
Received on November 2023
Timeline
Court Orders & Levies Specialist II (Hybrid)
JPMorgan Chase
01.2024 - Current
Engagement Center Specialist (remote)
Advocate Aurora Health Care
07.2023 - 01.2024
Executive Office Specialist (remote)
JPMorgan Chase
07.2021 - 06.2022
Branch Operations Support Specialist (remote)
JPMorgan Chase
10.2018 - 07.2021
Retail Banking/Retail Banking Supervisor (remote)
JPMorgan Chase
10.2013 - 10.2018
Customer Service Representative
Safelite Auto Glass Contact Center
08.2012 - 09.2013
Store Manager
Kmart
08.2008 - 05.2012
Associates of Arts - Art
Central Ohio Technical College
High School Diploma -
Pickerington High School Central
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