Tiffany Thornton
Fairfax,VA
Overview
11
11
years of professional experience
Work History
Call Center Manager
AllTech Services, Inc.
05.2023 - 12.2023
- Tracked KPIs and implemented new standard operating procedures to meet those goals
- Monitored calls in ueue and tracked average hold times, answer speeds, and aux abuse through Ring Central software
- Trained new hires on policies and procedures to uphold company standards and core values
- Reviewed jobs booked in Service Titan, checking tags, the job summary, business unit, and job type
- Pulled reports daily, weekly, and monthly to monitor booking rates, outbound calls, sold hours, 3-day call board, TGLs, and total sales
- Orchestrated team building events and exercises to improve CSR camaraderie
- Handled customer complaint calls and delegated to the appropriate Dept. Managers when required
- Enrolled customers into monthly/annual maintenance memberships and handled all renewal estimates, new memberships and any membership discrepancies
- Managed the Service Inbox, verifying CSR are responding to all emails promptly, accurately, and efficiently
Store Manager
Blinds To Go
07.2022 - 05.2023
- Established monthly and weekly sales goals, minimizing RMAs
- Managed 10 installers, 20 measure techs, and about 15 customers daily
- Assisted with measurement/installation appointments, scheduling and payroll
- Handled any and all complaints or customer issues pertaining to company products
- Assisted in recruiting, hiring, and training new employees on proper protocols and customer service standards.
- Maintained store cleanliness and displays
Office Manager
Joseph, Greenwald, Laake, P.A.
03.2015 - 07.2022
- Managed schedules, calendars, conference calls, meetings, organized office events, travel arrangements, and oversaw daily operations of over 10 employees
- Hired, trained, and completed on-boarding processes of new employees
- Established and monitored goals and conducted performance reviews
- Performed methodical and extensive preparation of financial reports
- Negotiated cheaper supply contracts, implemented inventory control, created, updated, and circulated new and existing policies and procedures
- Sourced, scheduled, and managed third-party custodial services to clean and sanitize the office
Office Assistant
Whitman Associates
08.2012 - 03.2015
- Generated reports transcribed from meetings, creating presentations, and conducting research
- Greeted and assisted visitors, maintaining professional communication via phone, email, and mail
- Maintained office supply inventory by monitoring stocks, anticipating requirements, and placing order when necessary for business operations
- Gathered and updated office data and maintained company records
- Supervised, trained, and mentored office staff
Education
Bachelor of Arts - Communication Studies
UNC Chapel Hill
Chapel Hill, NCSkills
- Policy and Procedure Adherence
- Building Customer Loyalty
- Computer Proficiency and Microsoft Office
- Time Management
- Records Organization and Management
- Effective Working Relationships
- Operational Efficiency
- Performance Monitoring
- Team building
- Analytical Thinking
- Excellent Communication
- Supervision and leadership
Timeline
Call Center Manager
AllTech Services, Inc.
05.2023 - 12.2023
Store Manager
Blinds To Go
07.2022 - 05.2023
Office Manager
Joseph, Greenwald, Laake, P.A.
03.2015 - 07.2022
Office Assistant
Whitman Associates
08.2012 - 03.2015
Bachelor of Arts - Communication Studies
UNC Chapel Hill
Similar Profiles
Penny LittletonPenny Littleton
Dispatcher/Invoice Review at AllTech Services, Inc.Dispatcher/Invoice Review at AllTech Services, Inc.
Josh SoudersJosh Souders
Service Technician/Sales Consultant at Alltech Services Heating & Air ConditioningService Technician/Sales Consultant at Alltech Services Heating & Air Conditioning
Joia SwansonJoia Swanson
Customer Service Manager at AllTech Services, IncCustomer Service Manager at AllTech Services, Inc
MARSHA CROSBYMARSHA CROSBY
Information Systems Manager at CISC, Information System Security Management ConsultingInformation Systems Manager at CISC, Information System Security Management Consulting
Madison O'DonnellMadison O'Donnell
Football Manager at Fairfax High SchoolFootball Manager at Fairfax High School