Tiffany Wiles
Jonesville,NC
Summary
Dedicated account management leader well-versed in working at national level. Adept at cultivating and deepening client relationships to drive loyalty and revenue growth. Proven history of streamlining processes.
Overview
7
7
years of professional experience
Work History
Services Sourcing Specialist
Lowe's Companies Inc
Mooresville, NC
06.2023 - Current
- Sourced new independent providers to ensure capacity needs are met for sales projections.
- Collaborated with FPMS/NIMS regarding needs and feedback.
- Ensured applications are completed and forwarded to the appropriate team to confirm insurance, certifications, etc.
- Collaborated with management to assess materials needs and look for improved options to better meet changing demands.
- Collaborated with cross-functional teams on product specifications for optimal results.
- Fostered relationships with installers and FPMs.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified the needs of FPMS/NIMS promptly and efficiently.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Worked on special products to measure our team's success.
- Coordinated scheduling for virtual interviews.
National Accounts
Lowe's Companies Inc
Wilkesboro, NC
01.2021 - 06.2023
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Identified challenges early and implemented creative solutions to meet delivery schedules without delays or customer experience compromises.
- Reported project progress, site problems and labor status to home warranty companies and customers.
- Answered incoming calls while also maintaining workload.
- Created Wire task with accurate information.
- Provided our Home Warranty Companies with status information for each project.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Documented customer/home warranty companies correspondence to track requests, problems and solutions.
- Followed up with installation projects until they were completed.
Store Support
Lowe's Companies Inc
Wilkesboro, NC
01.2020 - 12.2020
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Assisted Lowe's stores with ordering inventory.
- Resolved store inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Answered store's questions about products, prices and availability.
- Provided lead time's to store associates regarding incoming inventory.
- Updated the store's on updated policies.
- Navigated through computer systems to review information and respond appropriately to callers.
Sales/Customer Care
Lowe's Companies Inc
Wilkesboro, NC
01.2019 - 12.2019
- Developed key customer relationships to increase sales.
- Placed orders and answered customer questions in-person, through email and over phone to maximize customer service.
- Presented products and services to prospective and existing customers to meet client needs.
- Monitored customer order process and addressed customer issues.
- Identified customer needs to deliver relevant product solutions and promotions and meet target budgets.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Navigated through computer systems to review information and respond appropriately to callers.
- Offered resolutions to de-escalate calls and solve customer issues.
CDO
Lowes Companies Inc
Wilkesboro, N.C.
03.2018 - 11.2018
- Followed specific processes to assure needs of customers are being met adhering to company guidelines.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Documented conversations with customers.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Communicated frequently with dispatch to relay route changes and delays impacting customer delivery timetables.
- Remained calm and pleasant with customers at all times, even during tense situations.
Education
High School Diploma -
Starmount High School
2014
Skills
Programs I am skilled in:
- IMS
- Genesis
- Mainframe
- Salesforce
- MRV
- Sterling
- Wire
- Receipt Retrieval
- SPM
- Power Apps
- SharePoint
Personality skills:
- Time Management
- Decision Making
- Customer Service
- Problem-Solving
- Workflow Management
Timeline
Services Sourcing Specialist
Lowe's Companies Inc
06.2023 - Current
National Accounts
Lowe's Companies Inc
01.2021 - 06.2023
Store Support
Lowe's Companies Inc
01.2020 - 12.2020
Sales/Customer Care
Lowe's Companies Inc
01.2019 - 12.2019
CDO
Lowes Companies Inc
03.2018 - 11.2018
High School Diploma -
Starmount High School
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