Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

TIFFANY TENNESSEE

Spring,TX

Summary

Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Operations Lead Analyst

Cigna
Houston
08.2021 - Current
  • Support Senior Leadership in sustainment of company eMOS (Management Operating System), focusing on Tools/Technical Interface, Compliance/Oversight, trending analysis and training
  • Drive visibility on operating model performance and implement strategic initiatives to ensure efficiency and effectiveness
  • Analyzing data from operations tool to identify trends or patterns that could impact performance outcomes.
  • A Change Management Mentor, influencing individuals of all levels of the organization using MOS behavior models to create an environment of continuous improvement
  • Collaborate with global service offshore vendor partners by Implementing short- and long-term strategic priorities and business goals
  • Performing root cause analysis of any problems encountered in operations.
  • Establishing key performance indicators to track productivity, quality standards.
  • Developing and implementing effective strategies to optimize operational performance.

Technical Training Senior Supervisor

Cigna
Houston
04.2019 - 08.2021
  • Managed a team of technical coaches that supported customer service call agents in a virtual environment by chatroom and phone support
  • Monitored employee productivity to provide constructive feedback and coaching
  • Created an environment that fosters professional growth among employees.
  • Implemented strategies to improve efficiency within the department, increasing quality performance from an average of 81% to 97%
  • Sustained performance with coaching and training support with front line staff
  • Partnered with leadership on coaching opportunities and shared reporting data on chat interactions
  • Provided front line operation leaders monthly reports, detailing progress towards performance goals, in analyzing data to uncover trends and create action plans for areas that have opportunities
  • Additionally managed a team of trainers that coordinated and facilitated all training for aligned business unit

Customer Service Supervisor

Cigna Health Spring
Houston, USA
05.2016 - 04.2019
  • Developed and managed relationships with 20-25 direct reports in high volume inbound call center
  • Supervised and trained customer service staff to ensure excellent customer service delivery
  • Interviewed, hired, and trained staff to meet company objectives
  • Collaborated with management team on process improvements and advocate training to help drive Net Promoter Score
  • Identified areas of improvement in the customer service process and developed strategies to address them
  • Implemented programs designed to increase employee engagement within the team
  • Created department wide employee engagement committee to improve employee morale and boost customer satisfaction
  • Partnered with leaders to increase rewards and recognition to staff that drove performance results and increased job satisfaction scores by 30%

Customer Service Technical Supervisor

Asurion- Technology Protection Company
Houston, USA
05.2012 - 04.2016
  • Organized and directed daily activities of technical support call center operations
  • Developed and maintained technical processes to ensure efficient actions
  • Retained talent through effective onboarding, and leveraging proven coaching philosophies focused on impacting behaviors driving overall performance
  • Created reports on system performance and usage for management review
  • Developed strategies to align staff with corporate goals
  • Frequently generated reporting dashboards to effectively manage service levels forecasting, key performance indicator drivers, and customer satisfaction results

Unit Sales Manager/Internet Sales

Consumer Marketing Services
St. Charles, USA
12.2006 - 05.2012
  • Provided leadership to inbound sales outsource marketing team for Dish Network and HughesNet Satellite Internet
  • Developed and implemented sales objectives and strategies to maximize unit sales performance
  • Analyzed market trends, customer preferences, and competitor activities to identify opportunities for growth
  • Reviewed and analyzed sales and operational records and reports to determine profitability and targets, and identify potential new markets
  • Oversaw internet client relationships, which included creating sales plans and strategies to generate revenue to meet performance goals
  • Drafted reports detailing monthly, quarterly, annual unit sales activity for presentation at management meetings
  • Researched and capitalized on emerging opportunities to build business and expand customer base

Education

Associate's - arts: Criminal Justice

Sanford Brown College
Fenton, MO

Skills

  • Sales Projections
  • Strong team-building skills
  • People Management Proficiency
  • Compliance Management
  • Operations Management
  • Quality Assurance
  • Performance monitoring
  • Team training
  • Project Management/Implementation
  • Customer Relationship Development
  • Project planning
  • Task Delegation
  • Compliance management
  • Expense tracking
  • Standard operating procedures
  • Customer and vendor relations
  • Employee Development
  • BPO/Vendor Management
  • Data Analysis




Certification

  • Prosci Change Management, Cigna, 2023
  • Coach for Performance, Cigna, 2023

Accomplishments

  • Employee Engagement Manager for Cigna Health Spring
  • Cigna Verint Recording Business Administrator
  • Awarded MVP for outstanding performance at Asurion
  • Star Award Winner for outstanding achievement in performance 05/01/14 at Asurion
  • Lead successful rollout of Quality Performance Coach Program for Cigna Supplemental and Supplemental Health Solutions business areas.

Timeline

Operations Lead Analyst

Cigna
08.2021 - Current

Technical Training Senior Supervisor

Cigna
04.2019 - 08.2021

Customer Service Supervisor

Cigna Health Spring
05.2016 - 04.2019

Customer Service Technical Supervisor

Asurion- Technology Protection Company
05.2012 - 04.2016

Unit Sales Manager/Internet Sales

Consumer Marketing Services
12.2006 - 05.2012

Associate's - arts: Criminal Justice

Sanford Brown College

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