Tiffany Robinson
Dallas,GA
Summary
Service-oriented Customer Support Representative with 10+ years of experience in a contact center operations setting talking to customers over phone, via email and chat support. Assist customers with filing claims, identifying and troubleshooting technical issues, inputting data into a proprietary database and providing conflict mediation and communication skills to address diverse needs. Offers strong computer skills in Word, Excel and web-based applications and delivers exceptional communication with keen attention to detail. Multitasks and thinks critically and analytically to problem solve and produce satisfied customers.
Overview
8
8
years of professional experience
Work History
Program Support Assistant
Department Of Veterans Affairs
04.2023 - Current
- Daily communication with Veterans and there caregivers about the program they are calling in about.
- Handles requests for information such as status of correspondence and program time frame.
- Input all incoming correspondence in a timely matter.
- Provides vital information on what the program entails and how there caregivers can benefit from it.
- Advise the veteran and there caregivers on what would make them eligible for the program.
- Obtains as much information as possible, provides information and resolves problems independently when possible, prioritizes, and makes decisions regarding caller referral based on specific caller needs.
- Works independently on ongoing projects and continually updates and analyzes records for providing accurate and timely information upon request.
Customer Care Representative
Hardrock Casino
07.2022 - 12.2022
- Chat support
- Overnight
- Updated guest accounts with correct information (data entry)
- Processed payments for hotel reservations
- Maintained and managed customer files and databases.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
- Assisted call-in customers with questions and booking reservations.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Navigated multiple computer systems and applications to find information.(LMS,Windsurfer etc.)
- Booked hotel and Dining reservations for our hotel and restaurants at our Florida properties.
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
- Worked closely with each customer to carefully resolve issues within timely fashion.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Assisted call-in customers with questions and orders.
- Provided ongoing guest service.
- Exhibited high energy and professionalism when dealing with clients and staff.
Customer Care Rep/Chat Support/Warranty Specialist
City Furniture
11.2020 - 02.2022
- Remote Position
- Handled inbound customer chat conversations from various websites.
- Email support for claims on furniture
- Updated routes and closed routes for drivers
- Updated customer information
- Worked closely with each customer to carefully resolve issues within timely fashion. Answer customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services and company information.
- Assist customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
- Follow up on emails and delayed orders.
- Resolve complaints efficiently to satisfy customers and encourage future transactions.
- Documented customer contact in Salesforce to maintain record of customer interactions and elevate quality of service.
- Promptly responded to inquiries and requests from prospective customers.
- Also used AS400 to update routes and close deliveries.
- Cross-trained and provided backup support for organizational leadership.
- Met customer call guidelines for service levels, handle time and productivity.
- Handled escalated calls.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Generated, posted and attached information to claim files.
- Processed and recorded new policies and claims.
- Verified client information by analyzing existing evidence on file.
Customer Engagement Specialist
Hotwire Communications
09.2019 - 12.2020
- Remote Position/Overnight
- Processed emails to start up new services.
- Processed payments for billing requests.
- Handled escalation calls.
- Increased customer satisfaction by resolving Product or Service issues.
- Performed troubleshooting of systems with techniques such as speed and ping tests.
- Completed new connects, reconnects, disconnects and service changes for residential and commercial customers.
- Provided training on use, troubleshooting and calibration of equipment.
- Coordinated installation of new users and relocations of existing users.
- Analyzed user-generated trouble tickets to determine causes of problems and took appropriate action for resolution.
- Handled high volume of engagements and fast pace of cloud computing market.
Customer Service Representative
Keystaff
06.2016 - 05.2019
- Scheduled and confirmed appointments and meetings for In home health and wellbeing assessments.
- Communicated with lucid patients to gather incident and medical history information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues
Customer Service Representative
VITAS Healthcare Corporation
02.2017 - 10.2017
- Assisted customers with setting appointments, shipping and special order requests.
- Responded to customer requests for products, services and company information.
- Maintained safe work environment and adhered to privacy regulations.
- Entered customer interaction details in Software to track requests, document problems and record solutions offered.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Communicated with lucid patients to gather incident and medical history information.
- Responded to customer requests for service and repairs within 24 hours.
- Performed preventive maintenance for medical equipment.
Education
High School Diploma -
Deerfield Beach High School
Deerfield Beach, FL06.2009
Skills
- Chat Support
- Email Support
- Remote
- Good listening skills
- Technical Support
- Call Documentation
- Problem-Solving
- Updating Account Information
- Data Entry
Timeline
Program Support Assistant
Department Of Veterans Affairs
04.2023 - Current
Customer Care Representative
Hardrock Casino
07.2022 - 12.2022
Customer Care Rep/Chat Support/Warranty Specialist
City Furniture
11.2020 - 02.2022
Customer Engagement Specialist
Hotwire Communications
09.2019 - 12.2020
Customer Service Representative
VITAS Healthcare Corporation
02.2017 - 10.2017
Customer Service Representative
Keystaff
06.2016 - 05.2019
High School Diploma -
Deerfield Beach High School
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