Summary
Overview
Work History
Education
Skills
Systems / Applications
Timeline
Generic

Tiffany Small

Dallas,TX

Summary

Proven leader-seeking opportunity with the Exchange to employ skills and standards of excellence to serve the greatest customers in the world. Powerful desire to positively impact customer satisfaction with strong leadership, communication skills and problem-solving abilities. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

13
13
years of professional experience

Work History

Speech and Data Analyst I

AAFES
02.2021 - Current
  • Use Verint to transcribe and analyze calls
  • Identify key phrases, sentiment, and emotional tone in conversations
  • Track and report on language patterns and call trends
  • Prepare detailed reports on quality and trends
  • Document findings and recommendations for management
  • Maintain accurate records of all analyzed calls
  • Ensure calls comply with company policies and regulatory requirements
  • Identify instances of noncompliance and recommend corrective action
  • Work with quality assurance team to develop and refine evaluation criteria
  • Provide feedback to training team for call center agents for focus on areas of improvement
  • Send coaching opportunities to TMs and 4 band managers for agents to enhance communication skills
  • Maintain and manage large volumes of call data
  • Use analysis tools to organize and interpret call data
  • Developed call drivers into certain categories for ease of organization and tracking
  • Ensure data integrity and accuracy
  • Identify and analyze trends in customer interactions
  • Provide insight to management to inform of strategic decisions
  • Monitor changes in customer behavior and preferences
  • Work closely with support staff, such as training, WFM, and partners (Home Depot, FP, Seko etc.)
  • Develop partnership with TTEC/Verint to refine DPA/RTSA triggers and alerts
  • Participate in projects to improve call center operations
  • Stay updated with latest technologies in speech analytics
  • Go into to Verint Connect to take self-paced classes
  • Continuously seek ways to enhance call analysis process
  • Recommend and implement process improvements
  • Identify recurring issues in customer interactions
  • Develop ways to address and resolve common problems
  • Work with management to implement solutions
  • Track and report on KPIs related to call quality
  • Provide regular updates to management on call center reporting
  • Use performance data to drive improvements in customer service
  • Analyze customer feedback and complaints from interactions
  • Identify root causes of customer dissatisfaction
  • Listen to analyze recorded customer interactions
  • Evaluate call quality against established benchmarks
  • Identify areas for improvement in call handling and customer service.

Methods Procedure Analyst

AAFES
11.2018 - 02.2021
  • Processed lost sales, book sales, refund and sometimes charge customers
  • Corrected error batches that may have been entered incorrectly
  • Helped with other things when requested
  • Systems and software used: PCI, Non-PCI 9.3, ClientLine, Ejournal, IGLAS, AX, Adobe, and Excel.

Customer Contact Team Manager

AAFES
07.2017 - 11.2018
  • Supervised team of 8-10 agents
  • Listened to live and recorded calls
  • Met with agents to discuss their stats good or bad
  • Monthly and weekly reports regarding agent's stats
  • Mentor agents
  • Monetary adjustments, price matches and reward card use forms.
  • Evaluated employee performance and coached team members, increasing quality of work and employee motivation
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention
  • Established performance goals for employees and provided feedback on methods for reaching those milestones

Quality Assurance Tech

AAFES
02.2012 - 07.2017
  • Processed refunds and monetary adjustments
  • Customer call backs if needed
  • Performed coaching settings with agents
  • Team calibrations
  • Performs other related duties as assigned.
  • Drafted performance and quality assurance reports and presented findings at weekly and monthly quality meetings
  • Reviewed and scored calls made utilizing company-defined quality monitoring standards
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies
  • Evaluated between 20 to 23 agents

Education

High School Diploma -

Wilmer-Hutchins High School
Hutchins, TX
05.1996

Skills

  • High customer service standards
  • Dedicated to process improvement
  • Devoted to data integrity
  • Strong problem-solving ability
  • Troubleshooting skills
  • Data formatting
  • Data quality assurance processes
  • Data Analysis

Systems / Applications

  • Verint
  • CSCR
  • MAO
  • CUIC
  • ClientLine
  • Ejournal
  • IGLAS
  • AX
  • Adobe
  • Excel
  • Account Service
  • HOD
  • Vision
  • OMS
  • Oracle
  • Microsoft Word
  • Microsoft Outlook
  • Finesse
  • IcPortal
  • Cisco Telephony Desktop
  • CCD
  • Power Point

Timeline

Speech and Data Analyst I

AAFES
02.2021 - Current

Methods Procedure Analyst

AAFES
11.2018 - 02.2021

Customer Contact Team Manager

AAFES
07.2017 - 11.2018

Quality Assurance Tech

AAFES
02.2012 - 07.2017

High School Diploma -

Wilmer-Hutchins High School

Similar Profiles

CREATE PROFILE
Tiffany Small