Tiffany Wright
Greenville,SC
Summary
Inbound/Outbound calling Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
24
24
years of professional experience
Work History
Service Desk Analyst
Pomeroy IT Solutions Inc.
Greenville, SC
09.2019 - Current
- Ensured that all systems were running optimally by performing regular health checks on servers and network devices.
- Identified root cause of incidents and problems and implemented appropriate solutions accordingly.
- Provided remote assistance to customers when required via phone or remote desktop tools.
- Upgraded existing hardware components when necessary according to company standards.
- Responded promptly to customer emails regarding any IT related queries.
- Provided telephone support to staff members who require assistance with their computers or network connections.
- Scheduled routine maintenance activities for servers and network equipment in order to maintain optimal performance.
- Monitored and responded quickly and effectively to requests received through the IT service desk ticketing system.
- Provided first-level technical support to customers with IT related issues.
Rescue Associate
Morley Roadside Assistance - ALLSTATE
Greenville, SC
04.2018 - 09.2019
- Met and exceeded productivity targets by handling every interaction with good organizational and relationship-management abilities
- Floor Support for agents answering questions, De-escalating calls
- Side by Side with agents correcting behaviors on calls, setting examples
- Maintained customer loyalty by delivering fast, friendly and knowledgeable service for routine questions and service complaints
- Reviewed customer interactions and activity reports to identify and address concerns
- Assist customers who are stranded in a timely manner
- Contact service providers in order to dispatch roadside services
- Perform call operations using Avaya phone
- Assist BMW customer with in warranty dispatch
- Assist Allstate customers with roadside dispatch.
Small Business Repair Answer Representative
WINDSTREAM
Greenville, SC
02.2015 - 04.2018
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Refer unresolved customer grievances to designated departments for further investigation
- Check to ensure that appropriate changes were made to resolve customers' problems
- Floor Support for agents troubleshooting network and answering questions, De-escalating calls
- Assisted local carriers repair tickets.
Customer Service Specialist
DUKE ENERGY
Greenville, SC
12.2010 - 01.2015
- Refer unresolved customer grievances to designated departments for further investigation
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
- Floor Support for agents answering questions, De-escalating calls
- Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills
- Order tests that could determine the causes of product malfunctions.
Customer Service Associate
VERIZON WIRELESS
Greenville, SC
09.2006 - 12.2010
- Engage with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Check to ensure that appropriate changes were made to resolve customer problems
- Refer unresolved customer grievances to designated departments for further investigation
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
MCI
05.2000 - 06.2006
- Refer unresolved customer grievances to designated departments for further investigation
- Check to ensure that appropriate changes were made to resolve customers' problems
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Engage with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
Education
Business Management Candidate -
01.2007
High School Diploma -
01.1999
Skills
- Technical Support
- Documentation
- Client Relations
- Performance Assessment
- Hardware Troubleshooting
- Information Security
- Remote Technical Support
- Technical Troubleshooting
Timeline
Service Desk Analyst - Pomeroy IT Solutions Inc.
09.2019 - Current
Rescue Associate - Morley Roadside Assistance - ALLSTATE
04.2018 - 09.2019
Small Business Repair Answer Representative - WINDSTREAM
02.2015 - 04.2018
Customer Service Specialist - DUKE ENERGY
12.2010 - 01.2015
Customer Service Associate - VERIZON WIRELESS
09.2006 - 12.2010
MCI -
05.2000 - 06.2006
Strayer University - Business Management Candidate,
JL Mann High School - High School Diploma,
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