Tiffany Reed
Grand Rapids,MI
Summary
Dynamic Account Manager offering expertise in building partnerships, retaining key accounts and enhancing profit channels. Strong leader with proficiency in growing professional network, influencing decision-makers and devising successful strategies. Collaborative and strategic team leader with robust background in customer relationship management.
My recent professional background has mainly been focused on project management with emphasis on emergency restoration. I have also worked within the retail operations and management prior to project management.
My drive for success, exceptional work ethic, and determination to exceed expectations has always been my driving force in everything that I do, both personally and professionally. Those attributes have always complimented my passion of enhancing processes for streamlined operations for team success.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Account Manager
Forensic Analytical Consulting Services (FACS)
01.2022 - 03.2024
- Peer-Elected Member of the FIRM Technical Oversight Committee (created February 2023– Present)
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Developed operational reports using data analytics to enhance client and vendor awareness of key business trends to support assisted development growth while proactively reducing negative financial impacts due to potential environmental risks within their asset portfolios
- Initiated strategic operational KPIs to advance FIRM program process and procedural efficiency for operational team success and growth
- Consistently collaborated with my client's Senior Regional Managers, Executive Directors, Stakeholders, and FIRM program vendors to strengthen relationships and enhance trust and partnerships that have led to a 39% increase in revenue to date from my client compared to the previous calendar year with a targeted 26% total increase over last year
- Conducted vendor restoration invoice billing audits and negotiated concessions based on contractual program guidelines to save clients over $100,000 in errors
- Collectively collaborated and integrated enhancing processes and procedures with fellow technical oversight committee members to elevate cohesion between multiple marketing and sales departments for seamless client onboarding experiences and success.
Lead Mitigation Technician
John Grace Restoration
01.2019 - 12.2021
- Lead mitigation instructor and mentor.
- Provided enhanced training and mentorship to fellow colleagues to excel in their professional development into leadership positions.
- Developed and implemented inventory processes to ensure adequate inventory levels while managing budgets.
- Designed and implemented processes and systems to increase efficiency and minimize financial loss.
- Mentored technicians on proper problem resolution to increase customer satisfaction, while increasing positive customer response on customer feedback platforms.
- Improved customer satisfaction by providing timely updates on mitigation progress to residential and commercial policy holders, various insurance agencies, TPAs, and account executives.
- Reviewed policyholder's coverages and additional rider plans to determine the best option for the policyholder given their particular loss.
- Scheduled and prioritized water mitigation, additional demolition, and mold projects based on urgency and determined risk of loss.
- Documented insurance information from policyholder(s) in reference to the loss.
- Increased team efficiency, coordinating work schedules and delegating tasks based on individual strengths.
- Actively promoted teamwork and encouraged cross-training within the water mitigation department.
- Facilitated smooth transitions between mitigation phases by collaborating closely with reconstruction teams.
- Minimized business downtime through efficient execution of commercial mitigation projects.
- Preserved clients peace of mind during stressful events by empathetically addressing their concerns and questions throughout the process.
- Contributed to company growth through exceptional service delivery that resulted in positive client referrals and repeat business opportunities.
- Provided valuable input during team meetings, sharing insights and experiences to improve overall service delivery and customer satisfaction levels.
- Prepared and implemented detailed loss scope of work in accordance with state, local, and regulatory agencies and IICRC S500 & S520 Standards of Care.
Water Mitigation Technician
ConRest
07.2018 - 01.2019
- Accurately prepared scope, sketch, dry log, and equipment tracking documentation; swiftly uploaded all required information and photos into MICA drying software and Xactanalysis
- Responded promptly to emergency water mitigation calls for commercial and residential restoration
- Conducted humidity and moisture readings and adhered to IICRC standards for structural drying and mold remediation
- Executed routine duties such as carpet cleaning, steam cleaning, controlled demolition, debris removal, containment placement, content pack-outs, and content pack-backs
- Provided exceptional customer service with policyholders, insurance adjusters, and third-party companies
- Participated in 24-hour on-call rotation
- Consistently promoted teamwork within departments
- Maintained professionalism in stressful situations
- Reduced property damage by quickly responding to residential and commercial emergency calls and assessing the extent of water damage.
- Streamlined workflows on-site by accurately scoping losses and developing detailed action plans for restoration projects.
- Continuously expanded industry knowledge through participation in professional development courses and certifications related to water mitigation techniques.
- Promoted company reputation through exceptional service delivery, generating positive word-of-mouth referrals from satisfied clients.
- Demonstrated adaptability by effectively handling unexpected changes or challenges during restoration projects.
- Strengthened relationships with other contractors involved in the restoration process through effective collaboration efforts when necessary.
- Contributed to overall company success by consistently meeting or exceeding performance targets set forth by management.
- Adhered to EPA and OSHA regulations.
- Optimized resource allocation by regularly updating and sharing progress reports with team members and supervisors to ensure all projects were completed within budget and schedule constraints.
- Conducted regular inspections to enforce compliance with safety and environmental regulations.
- Enhanced customer satisfaction by promptly addressing water damage concerns and providing efficient mitigation solutions.
- Performed accurate moisture readings with specialized tools for optimal drying conditions.
- Collaborated with insurance adjusters, documenting losses and ensuring timely claim processing for clients.
- Supported team members in efficiently completing tasks and maintaining high-quality work standards.
- Managed inventory of equipment and materials, ensuring adequate resources were available for each project.
Education
High school diploma -
Ironton High School
Ironton, OH05.2002
Skills
- Time management
- Project Organization
- Computer Networking
- MICA Software
- Microsoft Office 365
- Analytics
- Leadership
- Project management
- IICRC WRT, ASD, AMRT Certifications
- Microsoft Excel
- Risk analysis
- Salesforce
- LEAD Renovator Initial Certification RRP
- Project scheduling
- XactAnalysis
- BuilderTrend
- Microsoft Office
- Client Relationship Management
- Account Management
- Customer Service
- Team Training
- Project Management
- Sales Analysis
- Vendor Relations
- Data Analytics
- Trend forecasting
- Schedule Management
- Account development
- Issue Resolution
- Operations
- Client Development
- Customer Relationship Management (CRM)
Certification
- IICRC Certifications (WRT, ASD, AMRT), 12/01/17- 12/01/24
- EPA RRP LEAD Renovator Certification, 01/01/21- 01/01/26
Additional Information - References
- Chantae Hergenroether, (925) 234-3154, Chantaerenee@gmail.com
- Megan Kretz, (616) 970-0878, Kretzmeg@gmail.com
- Meagan Benton, (870) 316-0839, Bentonmeagan@gmail.com
- Jeff Curtiss, (510) 571-7285, Jeff.curtiss@restoretec.com
- Brian Holter, (248) 467-6417, Brian@shopnutech.com
Timeline
Account Manager
Forensic Analytical Consulting Services (FACS)
01.2022 - 03.2024
Lead Mitigation Technician
John Grace Restoration
01.2019 - 12.2021
Water Mitigation Technician
ConRest
07.2018 - 01.2019
High school diploma -
Ironton High School
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