TIFFANY WILSON
Oak Park,Michigan
Summary
Customer Service Representative with 11 years of experience. Proven track record in resolving client concerns and enhancing customer satisfaction. Seeking a Customer Service Rep role to leverage extensive service and management skills.
Overview
15
15
years of professional experience
Work History
Customer Service Representative(Remote)
Concentrix
10.2024 - Current
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Answered customer inquiries and provided accurate information regarding products and services.
Behavior Technician
Healing Heaven
Madison Heights
05.2024 - 07.2024
- Provided direct behavioral intervention services to children with autism spectrum disorder and other developmental disabilities.
- Conducted functional assessments, collected data, and implemented behavior plans based on assessments.
- Instructed clients in social skills training techniques such as positive reinforcement, prompting, and shaping behaviors.
- Maintained detailed records of sessions including progress notes, daily logs, incident reports and program updates.
Rec Leader
City of Detroit
Detroit, MI
09.2023 - 01.2024
- Coordinated transportation for field trips when necessary.
- Provided guidance and instruction to program participants in recreational activities such as sports, arts and crafts, music, drama and outdoor adventures.
- Ensured adherence to all rules and regulations established by the organization or facility where activities were held.
- Assisted with supervision of students during free play periods.
Center Manager in Training
Advance America
09.2022 - 12.2022
- Conducted regular staff meetings to ensure all personnel were properly trained on policies and procedures.
- Established customer service standards for the center and monitored performance of staff against those standards.
- Monitored stock levels at the center in order to determine when additional supplies or products should be ordered from vendors.
- Developed strategies to increase sales revenue within the center.
Purchase Loan Processor (Remote)
Rocket Mortgage
Detroit, MI
12.2019 - 07.2022
- Analyzed loan applications and supporting documents to determine eligibility for approval.
- Reviewed credit reports and financial information to evaluate creditworthiness of applicants.
- Communicated with customers via telephone or email to obtain additional documentation required for loan processing.
- Developed relationships with clients, real estate agents, lenders, title companies and attorneys throughout closing process.
Customer Service Representative
Quicken Loans
Detroit, MI
04.2018 - 12.2019
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
Dispatch Manager
Royal One Transportation
01.2017 - 11.2018
- Managed daily operations of the dispatch team to ensure efficient workflow and customer service.
- Developed and implemented strategies to improve operational efficiency, including process automation and cost-reduction initiatives.
- Monitored drivers' performance, ensuring compliance with safety regulations, route optimization and on-time deliveries.
- Resolved customer complaints regarding late or incomplete deliveries by working with logistics teams to find solutions.
Customer Service Representative
Dialog Direct
11.2017 - 04.2018
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Security Guard
Eagle Security Company
02.2016 - 07.2017
- Conducted daily security patrols of assigned areas.
- Enforced safety regulations and monitored access control points.
- Investigated suspicious activity and reported findings to management.
- Inspected buildings for fire hazards, unsafe conditions, or unauthorized persons.
Transportation Specialist Driver
Bright Transportation
06.2016 - 12.2016
- Coordinated and managed daily transportation operations to ensure efficient delivery of goods.
- Assessed customer needs and provided customized solutions for freight transport requirements.
- Analyzed current routing systems and identified areas for improvement in delivery methods, times, and routes.
- Communicated regularly with customers regarding changes in routes or estimated delivery times.
Food Service Supervisor
Huron Valley Correctional
09.2015 - 02.2016
- Supervised and coordinated activities of food service personnel to ensure efficient operation of the restaurant.
- Ensured compliance with health and safety regulations in all areas of the kitchen.
- Developed menus that met nutritional requirements while staying within budget guidelines.
- Maintained inventory of supplies, equipment, and food items needed for daily operations.
Custodian
Grand Rapids Building Service
04.2014 - 08.2014
- Sweeping, mopping, and vacuuming floors; cleaning bathrooms, kitchens, and other common areas; emptying trash cans and disposing of waste appropriately.
- Replacing light bulbs and repairing or replacing faulty electrical outlets; performing minor plumbing repairs such as unclogging toilets.
- Cleaning windows, mirrors, walls, and ceilings; dusting furniture and wiping down surfaces.
- Maintaining the security of the building by locking doors after hours; ensuring all entrances are closed securely.
Administrative Assistant
Unpredictable Styles LLC
07.2009 - 07.2012
- Provided administrative support to the executive team, including scheduling meetings and managing calendars.
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Managed incoming calls while providing information or transferring callers to appropriate personnel.
- Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
Education
Bachelor of Science - Hospitality Management
University of Phoenix
11.2024
Skills
- Complaint resolution
- Data entry
- Paperwork Processing
- Scheduling
- Inbound and Outbound Calling
- Information Security
- Account updating
- Call Management
- Data Collection
- Appointment Scheduling
- Call center procedures
- Active Listening
- Quality Control
- Refunds processing
- Business development understanding
Timeline
Customer Service Representative(Remote)
Concentrix
10.2024 - Current
Behavior Technician
Healing Heaven
05.2024 - 07.2024
Rec Leader
City of Detroit
09.2023 - 01.2024
Center Manager in Training
Advance America
09.2022 - 12.2022
Purchase Loan Processor (Remote)
Rocket Mortgage
12.2019 - 07.2022
Customer Service Representative
Quicken Loans
04.2018 - 12.2019
Customer Service Representative
Dialog Direct
11.2017 - 04.2018
Dispatch Manager
Royal One Transportation
01.2017 - 11.2018
Transportation Specialist Driver
Bright Transportation
06.2016 - 12.2016
Security Guard
Eagle Security Company
02.2016 - 07.2017
Food Service Supervisor
Huron Valley Correctional
09.2015 - 02.2016
Custodian
Grand Rapids Building Service
04.2014 - 08.2014
Administrative Assistant
Unpredictable Styles LLC
07.2009 - 07.2012
Bachelor of Science - Hospitality Management
University of Phoenix
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