Tiffany Wright
Safeguard Products International
Greenville,SC
26
years of professional experience
Service Desk Analyst supporting users through first-level technical troubleshooting, network troubleshooting, remote desktop assistance, and phone and email support. Monitors service desk tickets, performs server and network health checks, and escalates root-cause issues to keep systems running smoothly. Delivers hardware upgrades and routine maintenance while maintaining clear documentation and responsive customer communication.
Work History
Claims Adjuster
1 Year 7 Months- Reviewed claim details against policy information to determine next steps and required supporting documentation.
- Documented case activity clearly so updates, decisions, and follow-up tasks stayed easy to track.
- Communicated with customers to gather claim details, answer status questions, and explain required next steps.
- Coordinated with internal teams to route complex issues and keep claim files moving toward resolution.
- Maintained confidentiality when handling sensitive claim information and related customer records.
- Monitored open cases for missing documents and requested follow-up information as needed.
- Tracked pending responses and updated status records to keep claim activity visible.
- Supported supervisors with routine file preparation and timely handoff of complex claims.
- Reconciled notes from multiple sources to maintain a consistent case history for each file.
- Clarified claim outcomes and document requests in a professional manner during customer conversations.
- Managed follow-up tasks for open claims to keep work organized and reduce delays.
- Investigated discrepancies in claim submissions and gathered missing details needed for review.
- Verified supporting information from reports and statements to help confirm claim accuracy before processing.
- Updated case records promptly to reflect new information, communication history, and pending actions.
Service Desk Analyst
5 Years 6 Months- Resolve 500 incidents weekly by diagnosing root causes and applying standard fixes for hardware, network, and access issues.
- Handle 500 service desk tickets weekly, triaging requests and routing issues to the appropriate support path.
- Provide remote technical support through phone and remote desktop tools, guiding users through common computer and connectivity problems.
- Perform regular health checks on servers and network devices to keep systems running at optimal performance.
- Upgrade hardware components and troubleshoot workstation issues according to company standards.
- Respond to customer emails and phone calls with clear, timely support for IT questions and connection problems.
- Schedule routine maintenance for servers and network equipment while tracking service quality and documentation needs.
Rescue Associate
1 Year 5 Months- Resolved 650 support cases weekly by triaging stranded-driver requests and coordinating next steps with service providers.
- Handled 600 customer interactions weekly while balancing roadside requests with clear, timely communication.
- De-escalated difficult calls and maintained a calm, professional tone during high-stress roadside situations.
- Provided floor support to agents, answering questions and reinforcing stronger call-handling behaviors through side-by-side coaching.
- Reviewed customer interactions and activity reports to spot service issues, then corrected documentation and response gaps.
Small Business Repair Answer Representative
3 Years 2 Months- Routed 650 unresolved grievances monthly to the appropriate department for further investigation and follow-up.
- Logged 650 customer interactions weekly, documenting inquiries, complaints, comments, and actions taken for accurate service records.
- Supported agents with network troubleshooting and call de-escalation during floor coverage, improving response consistency.
- Verified corrective changes were applied to customer issues and followed up on open cases until problems were resolved.
- Assisted local carriers with repair tickets, coordinating updates and progress details to keep work moving forward.
Customer Service Specialist
4 Years 1 Month- Handled 600 billing cases monthly by resolving service complaints through refunds, exchanges, or bill adjustments.
- Reviewed 550 customer complaints weekly to route unresolved grievances to the correct department for follow-up.
- Provided floor support to agents, answering questions and de-escalating calls during busy periods.
- Examined customer account details and complaint history to assess validity and identify likely causes of high bills.
- Ordered diagnostic tests to investigate suspected product malfunctions and support technical resolution.
Customer Service Associate
4 Years 3 Months- Recorded 750 customer interactions weekly, capturing complaints, orders, and follow-up actions in service desk documentation.
- Handled 700 customer inquiries daily by phone and in person, delivering technical support and product information.
- Resolved billing and service complaints by adjusting accounts, processing refunds, and correcting service issues.
- Referred unresolved customer grievances to designated departments for further investigation and customer escalation management.
- Checked account changes and transaction details to verify problem resolution and maintain accurate customer records.
MCI
6 Years 1 Month- Recorded 550 customer cases weekly, documenting inquiries, complaints, comments, and follow-up actions with accuracy.
- Handled 550 customer interactions weekly by phone and in person, providing product information and resolving routine service requests.
- Referred unresolved customer grievances to the appropriate departments for further investigation and timely follow-up.
- Verified corrective actions were completed to address customer problems and close service issues effectively.
- Processed customer orders, account cancellations, and service requests while maintaining clear communication throughout each interaction.
Education
Business Management Candidate
High School Diploma
Skills
Technical support
Hardware troubleshooting
Remote technical support
Technical troubleshooting
Ticket triage
Network troubleshooting
Incident resolution
Customer escalation management
Service desk documentation
Information security
User access management
Knowledge base management
Active Directory administration
Windows Server administration
Group policy management
Microsoft 365 administration
Endpoint management
Call quality monitoring
ITIL incident management
ITIL problem management
Knowledge article writing
Service level agreement tracking
Critical thinking
Claims investigation
Active listening
Highly motivated
Claims processing
Advanced oral and written communication skills
Decision-making
Settlement negotiation
Relationship building
Timeline
Claims Adjuster
Safeguard Products International
03.2025 - CurrentRead More
Service Desk Analyst
Pomeroy IT Solutions Inc.
09.2019 - 03.2025Read More
Rescue Associate
Morley Roadside Assistance - ALLSTATE
04.2018 - 09.2019Read More
Small Business Repair Answer Representative
WINDSTREAM
02.2015 - 04.2018Read More
Customer Service Specialist
DUKE ENERGY
12.2010 - 01.2015Read More
Customer Service Associate
VERIZON WIRELESS
09.2006 - 12.2010Read More
MCI
05.2000 - 06.2006Read More
JL Mann High School
High School Diploma
Read More
Strayer University
Business Management Candidate
Read More