Hi, I’m
Tiffany Paschal
AUSTIN,TX
Whether you think you can, or you think you can't - you're right.
Henry Ford
Summary
Enthusiastic, motivational and collaborative leader with over 15 years of call center operations experience and leading teams. Organizational problem-solver with excellent communication, team building and customer service skills. Experienced in stepping into roles and making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
19
years of professional experience
1
Certification
Work History
Aspire Allergy & Sinus AUSTIN, TX
Inbound Scheduling Manager
02.2021 - 02.2023
Job overview
- Supervised a team of up to 10 inbound scheduling agents, managed day to day operations, interviewed candidates and hired.
- Reviewed department and individual performance daily, monitored calls, conducted 1:1's with agents and provided feedback and coaching to improve performance.
- Analyzed data, prepared and delivered reporting and managed projects.
- Collaborated with other department mangers to streamline processes, improve the patient experience and drive patient retention.
Stitch FixAUSTIN, TX
Client Experience Manager
11.2018 - 01.2021
Job overview
- Supervised a team of 10 to 15 customer service agents, managed day to day operations, evaluated employee job performance and motivated staff to improve productivity.
- Assisted staff with resolving complex customer issues and implementing targeted solutions
- Offered staff development opportunities and delivered continuous training to agents to maximize performance and customer relations skills.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Demonstrated excellent communication skills and provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions in resolving product and consumer complaints.
American Heart AssociationAUSTIN, TX
Health Strategies Manager
02.2016 - 08.2018
Job overview
- Supervised, trained and coached the health strategies customer support team and managed day to day department operations.
- Created performance metrics, analyzed data, managed team performance and created reports that helped senior leadership analyze department performance results.
- Facilitated management training to my department peers which provided them additional knowledge and resources to effectively manage their teams.
- Implemented processes and customer support plans in collaboration with other department leaders.
Evine LiveMinneapolis, MN
Order Capture Supervisor
01.2013 - 10.2015
Job overview
- Supervised and reviewed the performance of up to to 25 onsite and remote inbound call center agents.
- Reviewed employee performance, conducted regular one on ones and provided ongoing feedback and coaching to drive performance improvement.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Interviewed, hired and trained agents, performed administrative tasks and prepared and analyzed business reports.
- Resolved customer inquiries and complaints requiring management-level escalation.
Deluxe CorporationShoreview, MN
Customer Service Manager
06.2004 - 11.2011
Job overview
- Supervised and reviewed the performance of up to 30 inbound call center agents.
- Motivated staff to improve productivity, set clear expectations and helped employees pursue optimal paths for achieving each performance metric.
- Monitored phone calls to provide feedback and coaching.
- Rolled out operational improvements and solutions to deliver top-notch customer service.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Facilitated training sessions for new hires and tenured employees based on business need.
- Resolved customer inquiries and complaints requiring management-level escalation.
Education
Minneapolis CollegeMinneapolis, MN
Some College (No Degree) from Human Services
Auburn High School Rockford, IL
High School Diploma
Skills
- Team Leadership and Engagement
- Interviewing, Onboarding and Orientation
- Administration and Reporting
- Managing Operations and Efficiency
- Verbal and Written Communication
- Employee Coaching, Development and Motivation
- Reporting and Analytics
- Teamwork and Collaboration
- Performance Management and Evaluation
- Problem Resolution and Process Improvement
- Training and Development
- Customer Retention
- Technical Proficiency
- Strategic Planning
- Project Management
- Customer Centric Focus
- CRM Databases and IVR's
- Call Center KPI's
Certification
Human Services
Professional Development
Management Development Courses
Targeted Selection Interviewing
Emotional Intelligence Training
Accomplishments
During my tenure with the American Heart Association my Health Strategies team received the Customer Service Excellence Award for providing outstanding service to both internal and external customers.
Associations
Leadership Board, Life Changers Church Austin, TX
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Similar Profiles
CaShyla WilsonCaShyla Wilson
Regional Quality Assurance Coordinator at Aspire Allergy & SinusRegional Quality Assurance Coordinator at Aspire Allergy & Sinus
Leah ProctorLeah Proctor
Medical Assistant at Aspire Allergy & SinusMedical Assistant at Aspire Allergy & Sinus
Mary Ellen WygasMary Ellen Wygas
Front Desk Receptionist at Aspire Allergy & SinusFront Desk Receptionist at Aspire Allergy & Sinus
Ethan CrawfordEthan Crawford
Sales Representative Team Leader at Applied Micro TechnologySales Representative Team Leader at Applied Micro Technology
THOMAS REPPUHNTHOMAS REPPUHN
Sales Representative at Pepsi Beverages GroupSales Representative at Pepsi Beverages Group