Tiffany Stanfield

• Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
• Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
• Responded to customer inquiries and provided technical assistance over phone and in person.
• Created user accounts and assigned permissions.
• Demonstrated exceptional customer service and support skills.
• Effectively communicated with high-profile customers in a professional and courteous manner.
• Provide Tier 1/2 technical support to system users, ensuring prompt and effective assistance.

• Possess proficiency in BMC Remedy, utilizing its features to streamline processes.

• Contribute to the design, analysis, and maintenance of highly complex enterprise infrastructure environment.

• Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
• Responded to inquiries from callers seeking information.
• Kept reception area clean and neat to give visitors positive first impression.
• Provided clerical support to company employees by copying, faxing, and filing documents.
• Communicated with customers via phone and email to confirm deliveries and respond to inquiries.
• Created and updated records and files to maintain document compliance.
• Restocked supplies and submitted purchase orders to maintain stock levels.
• Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
• Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
• Managed filing system, entered data and completed other clerical tasks.
• Assisted coworkers and staff members with special tasks on daily basis.

• Supporting the SAMHSA BHSIS project, provides substance abuse and mental health information and resources along the prevention, treatment, and recovery continuum
• Applying knowledge of behavioral health and customer relationship skills, supports a wide range of customer support needs across several communication channels, including telephone, email, and postal mail.
• Trained team members on performance metrics and consumer behavior identification.
• Supervise in providing excellent customer service to callers requiring assistance.
• Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
• Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
• Managed scheduling for agents and product specialists to foster increased productivity.
• Led daily team meetings to review performance, set targets and motivate staff.
• Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
• Created clear and effective policies governing all aspects of employee work and interaction with customers.
• Scheduled call center staff to meet operational needs whilst remaining under budget.
• Evaluated data to identify trends and determine customer service needs.

• Supporting SAMHSA BHSIS project, provides substance abuse and mental health information and resources along prevention, treatment, and recovery continuum project, took orders by obtaining and verifying information
• Enters orders by transmitting information
• Provides product and service information by answering questions and offering assistance
• Maintains call center database by entering and verifying information; updating contact log
• Improves quality results by recommending changes
• Updates job knowledge by participating in educational opportunities
• Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
• Worked independently and in team environment and inspired fellow employees to engage in high-performing and values-based culture
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
• Increased efficiency and performance by monitoring team member productivity and providing feedback