Tiffany Utsey
Kansas City
Summary
Dynamic Commercial Account Manager at UMB with a strong history of improving client relationships and driving business growth. Expertise in Microsoft Office and effective communication enhances problem-solving capabilities and customer service delivery. Recognized for adaptability and attention to detail, consistently achieving results that surpass expectations.
Overview
26
26
years of professional experience
Work History
Commercial Account Manager
UMB
06.2010 - Current
- Focus and analyze the need(s) of assigned commercial customers in an effort to provide enhanced product(s) and service offerings which would add value to the relationship.
- Work with Internal; relationship managers, sales team, and treasury management officers, External; controllers, CFO, financial analyst, accounting officers, loan officers, underwriting, and finance directors for commercial accounts with annual revenue between $2mm-$500mm.
- The objective of the group is earn the title of trusted advisor and help companies grow and prosper in the community.
- Collaborate with commercial clients to better understand their business and financial needs.
- Provide assistance in the following; activation, address changes, applications, authorization releases, billing disputes, card replacements, closing accounts, company balance, cvv codes, declines, statements, lost/stolen cards, payment discrepancies, permanent credit line increases/decreases, products, assigning workloads, rebates, reopen accounts, rewards, ticket requests, temporary strategy change, faxes, e-mails, implementation, host webinars, and zoom calls to train controllers on banking systems; Intellilink, In command, Quicken, and QuickBooks.
Family Support Eligibility Specialist, and Probation and Parole Assistant I
State of Missouri
01.2007 - 06.2010
- Determine initial and continuing eligibility of clients for income maintenance programs such as food assistance, medical services, financial assistance, nutritional assistance, etc. according to federal and state standards.
- Interviews clients, explains application procedures and assists individuals in completing application forms for income maintenance programs, requiring extensive public contact both in person and by telephone.
- Assist individuals in utilizing the resources of the division and the community.
- Gathers, verifies, evaluates, and enters necessary social, financial, and medical information to determine the need and eligibility for public assistance.
- Prepare summaries of findings to be used in making determination of eligibility for public assistance, ensuring compliance with applicable state and federal laws, rules, regulations, policies and procedures.
- Performs other related work as assigned.
- Interview offenders; obtain information relating to their residential and family relationships, employment and educational records.
- Collect and verifies offenders’ legal history and police records.
- Contacts family members, employers, significant others, and friends to verify the offenders background information; prepares records and reports of background investigations and findings.
- Retrieve information from the National Crime Information Center (NCIC), Missouri Uniform Law Enforcement System (MULES), Missouri Department of Revenue, and Missouri Department of Corrections computer files.
- Provide information to staff and law enforcement officials to ensure timely location and apprehension of escaped or absconded offenders.
- Initiate investigations of offenders on electronic monitoring who are determined to be in violation status; troubleshoots equipment problems.
- Enters schedule changes for offenders on electronic monitoring.
- Answers and logs all emergency calls from offenders, family members, and the general public; contacts appropriate staff to resolve issues.
- Performed other related work as assigned.
Customer Service Supervisor
Asurion Protection
02.2006 - 01.2007
- Manage team of call center agents to affect the entirety of the team's operations.
- Manage by walking around and visible to answer questions.
- Take calls that agents can't handle and be available when an agent appears to need assistance.
- Monitor queue and track inbound calls.
- Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
- Motivate and encourage agents through positive communication and feedback.
- Being available to affect the entirety of the team's operations differentiates a supervisor from senior management.
- Effectively build call center culture, responsible for 'on-the-floor' activities, and assist agents while they are 'on-the-floor.'
- Meet at least once each week with team.
- Review the past week's events, including statistics, results and industry news.
- Disseminate new product information to the agents.
- Discuss a sales theme or point-of-interest topic for the agents.
- Introduce new staff members.
- Present commendations and awards.
- Communicate company information.
- Answer questions and comments.
- Provide agents with a glimpse of future weeks.
- Perform at least one monitoring evaluation with each agent every two weeks.
- Spend 30 minutes to one hour monitoring the agents.
- Spend 20 to 30 minutes reviewing the agent's performance with the agent.
- Use a formal monitoring checklist.
- At the conclusion, copy the checklist and put it in the agent's file.
- Give the original checklist to the agent.
- Keep track of attendance, daily statistics, paid time off, sick time, etc.
- Ensure administrative bookkeeping is accurate.
- Create and maintain files on each agent as they relate to attendance, production, and reviews.
- Present to the Project Manager at the conclusion of each week a breakdown of the past week's monitoring checklists and a written performance summary of the team.
- Present to the Project Manager at end of each week a breakdown of the next week's monitoring assignments and a plan for the team.
- Create a forecast describing the things each agent will be focused upon.
- Create a detailed plan of the way in which I plan to impact the team's day-by-day performance.
- Divide the team into three groups (top, middle and bottom).
- At the end of each working day, take three minutes to log into the 'daily notebook' any feedback, analysis or reflections from that day's interaction with the agents.
- Recruit new staff and schedule existing staff to meet service level objectives.
Customer Care Supervisor
T-Mobile
03.2003 - 02.2006
- Drive team to deliver world class customer service and build customer satisfaction and loyalty.
- Provide effective and timely resolution of a range of customer inquiries.
- Strive for one-call resolution of customer issues, sales, collections, and troubleshooting.
- Complete ongoing training to stay abreast of product, service and policy changes.
- Strive for a positive and cooperative tone with both customers and coworkers.
- Demonstrate best judgment in the disbursement of adjustments and credits.
- Increase the customer experience by providing information on new products, rate plans, and service through up selling opportunities.
Customer Service Representative, Receptionist, and Data Entry
Kelly Services
09.1999 - 09.2005
- Answer phones, take messages, transfer calls, arrange conferences, meeting, reservations for office personnel, complete forms, greet and direct visitors, file and maintain records.
- Respond to customer questions via telephone and written correspondence regarding insurance benefits, and switchboard operator.
- Company’s worked for through temp agency; Con-way Central Express, Gateway 2000, GE Capital, Risk Management Alternative-collection agency, and Fed-Ex.
Education
Associate of Applied Science (AAS) -
High-Tech Institution
Kansas City, Mo.01.2005
High School Diploma -
Thomson High School
Scranton, Pa.01.1998
Skills
- Touch typing proficiency
- Microsoft Office expertise
- Effective communication
- Problem-solving skills
- Detail-oriented approach
- Customer service focus
- Adaptability and flexibility
- Pressure management
References
Dr. Julie Atkinson, Clinic Manager, (816)444-4300, Professional
Timeline
Commercial Account Manager
UMB
06.2010 - Current
Family Support Eligibility Specialist, and Probation and Parole Assistant I
State of Missouri
01.2007 - 06.2010
Customer Service Supervisor
Asurion Protection
02.2006 - 01.2007
Customer Care Supervisor
T-Mobile
03.2003 - 02.2006
Customer Service Representative, Receptionist, and Data Entry
Kelly Services
09.1999 - 09.2005
Associate of Applied Science (AAS) -
High-Tech Institution
High School Diploma -
Thomson High School