Tiffany Wade
Administrative Assistant Customer Service Manager
Gaithersburg,MD
Summary
Organized Customer Service Specialist with 15 years of experience completing projects efficiently by leveraging top-notch prioritization and multitasking skills. Resourceful and collaborative with extensive knowledge of maintaining customer relationships, keeping detailed records and promoting excellence in customer interactions.
Advanced Operations Manager offering over 10 years of experience and proven success in manufacturing and production, quality assurance and leadership. Highly skilled in streamlining operations and improving throughput through continuous process improvement and cross-functional collaboration. Accomplished in building high-performing teams and inspiring staff to achieve personal and professional goals.
Overview
4
4
years of post-secondary education
10
10
years of professional experience
Work History
Operations Manager, Customer Experience, Dispatch
Action Taxicab, Inc
2010.10 - 2020.07
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
- Accelerated efficiency of operations by controlling budgets, overseeing customer accounts, managing scheduling and driving meetings.
- Monitored employee productivity and optimized procedures to reduce costs Number%.
- Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.
- Conducted performance reviews each quarter, offering praise and recommendations for improvement.
- Utilized telephone, online chat and email platforms to deliver outstanding customer service.
- Maintained constructive client and vendor relationships.
- Documented all customer interactions in internal database to maintain customer service history details.
- Provided primary customer support to internal and external customers in fast-paced environment.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Cultivated customer loyalty, promoted repeat customers and improved sales.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Kept detailed track of all available field personnel and all in-progress and completed calls.
- Maintained updated and detailed records of calls in physical and electronic database.
- Documented all changes in computer tracking system.
- Responded to over Number daily caller requests with information about assistance and timeframes.
- Implemented schedule and policy changes and collaborated with management to formulate new policies, procedures and goals.
Education
High School Diploma - General Studies
St St John's At Prospect Hall
Frederick Maryland 1992.09 - 1996.05
Skills
Updating logs
Customer service
Team leadership
Problem-solving
Planning and implementation
Timeline
Operations Manager, Customer Experience, Dispatch
Action Taxicab, Inc
2010.10 - 2020.07
High School Diploma - General Studies
St St John's At Prospect Hall
1992.09 - 1996.05