Tiffany Wilson
San Antonio,Texas
Summary
Dynamic Customer Service Representative with over 10 years of experience delivering exceptional support through phone, chat, and in-person interactions. Expertise in managing large teams and overseeing operations while ensuring strict adherence to KPIs. Proficient in resolving escalated issues and providing technical support, consistently maintaining high levels of customer satisfaction. Known for leveraging tools such as Salesforce and Microsoft Suite to enhance efficiency, coupled with an energetic and empathetic approach that drives team success and aligns with organizational goals.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Property & Casualty Insurance Agent
Goosehead Insurance
01.2023 - Current
- Assist clients with reviewing and adjusting home, auto, and umbrella policy coverages.
- Advocate for clients during claims processes and liaise with underwriting teams across multiple carriers.
- Provide exceptional customer support by addressing inquiries and ensuring client satisfaction.
- Analyzed risk exposure and provided recommendations for optimal coverage.
- Developed tailored insurance solutions to meet diverse client needs.
- Streamlined policy renewal processes, enhancing efficiency and customer satisfaction.
- Mentored junior agents in best practices for client engagement and policy management.
- Improved customer satisfaction by providing exceptional service and addressing policyholder concerns in a timely manner.
- Mentored junior agents by providing guidance on industry best practices, fostering professional growth within the team.
- Contributed to team success by sharing best practices and collaborating on strategies to achieve shared goals.
- Generated quotes and proposals for clients to match individual needs.
Supervisor
IBEX
09.2021 - 12.2022
- Supervised 15-20 agents in a non-emergency medical transportation campaign, ensuring timely scheduling and confirmation of rides across the U.S.
- Conducted call monitoring, live escalations, payroll management, and coaching to improve agent performance.
- Maintained adherence to KPIs, including AHT, attendance, and hold times.
- Oversaw up to 200 agents in the "abay" program, providing skill development and ensuring readiness for production.
Customer Support Representative
Spectrum
10.2019 - 07.2021
- Assisted customers with self-installation of TV, phone, and internet services.
- Provided mobile app support, including username and password resets.
- Troubleshot TV and internet issues, ensuring timely resolution.
Content Moderator & Transcription Specialist
Taskus
06.2018 - 09.2019
- Managed high-profile social media content, ensuring integrity and compliance with political guidelines.
- Trained in U.S., Canadian, and Israeli political landscapes.
- Performed transcription tasks for a leading social media company.
Floor Supervisor & Offline Agent
IBEX Global
01.2016 - 06.2018
- Provided advanced technical support for Frontier campaigns, resolving TV, phone, and internet issues.
- Supervised 15+ agents, monitoring calls, coaching in real-time, and managing payroll and adherence.
- Handled escalated calls and performed administrative duties, including Quartz/TKS adjustments and performance reporting.
Customer Service Representative
DISH Network
10.2011 - 08.2015
- Managed highly escalated customer retention cases, processing cancellations, refunds, and final payments.
- Provided billing and technical support, resolving signal issues and scheduling technician visits.
- Partnered with third-party accounts to explain bills, make changes, and ensure customer satisfaction.
Cashier/Counter Staff
McDonalds
06.2009 - 10.2011
- Greeted customers, processed payments, and managed orders with a focus on upselling.
- Maintained cleanliness and organization of counter areas and equipment.
Education
High School Diploma -
IRRA INC. - OSM
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South Texas College
08.2009
Skills
- Team Leadership & Supervisior
- Payroll & Performance Management
- Fluent in Digital Content Moderation & Transcription
- Integrity and ethics
- Policy analysis
- Continuing education
- Customer service
- Licensed insurance agent
- Product knowledge
- Customer retention
- Cold calling
- Rapport building
- Client retention
- Customer needs assessment
Accomplishments
- DISH Network Loyalty, Dealer, Customer Service, and Advanced Technical Support Training
- McDonald’s Food Handling Safety Training
- Frontier Technical Support (U-Verse, HSI, FiOS) Training
- Leadership ASAP Training
- Taskus BI Training for US, UK, and Israel Queues
- Digital Content Moderation & Transcription Training
- Supervised team of 15-20 staff members.
- Achieved high C-SAT Scores through effectively helping with Agents with deescalation and empathy examples.
Certification
Property and Casualty License #2955319
Languages
English
Full Professional
Timeline
Property & Casualty Insurance Agent
Goosehead Insurance
01.2023 - Current
Supervisor
IBEX
09.2021 - 12.2022
Customer Support Representative
Spectrum
10.2019 - 07.2021
Content Moderator & Transcription Specialist
Taskus
06.2018 - 09.2019
Floor Supervisor & Offline Agent
IBEX Global
01.2016 - 06.2018
Customer Service Representative
DISH Network
10.2011 - 08.2015
Cashier/Counter Staff
McDonalds
06.2009 - 10.2011
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South Texas College
High School Diploma -
IRRA INC. - OSM
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