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
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