Tiffany M. Woods
Huntsville,Al
Summary
Customer Success Engineer with extensive experience at igentify, specializing in technical support and documentation management. Proven ability to enhance customer satisfaction through effective communication and thorough needs assessment. Expertise in SaaS applications and conflict resolution, delivering customized solutions that promote engagement and build lasting relationships. Demonstrates strong work ethic, adaptability, and exceptional interpersonal skills, excelling in independent work and rapid skill acquisition.
Overview
14
14
years of professional experience
Work History
Business Sales Advisor
Conduent
Remote
01.2024 - Current
- Maintained current knowledge of products to deliver informed customer advice.
- Responded promptly and professionally to customer complaints and inquiries.
- Managed customer accounts, ensuring efficient and timely order fulfillment.
- Developed relationships with key customers to enhance sales opportunities.
- Identified customer needs through effective questioning and provided tailored solutions.
- Utilized strong verbal communication skills to engage customers and assess requirements.
Customr Success Engineer
igentify
Remote
10.2021 - 11.2023
- Delivered front-line support via Teams and email for SaaS application at start-up company.
- Created and updated FAQ section for customer Help Desk and internal knowledgebase using Confluence and Jira.
- Authored new user manual for major version changes and revised existing manuals.
- Participated in weekly support meetings to address customer issues and collaborate with R&D.
- Monitored customer tickets to ensure project deadlines were met and ongoing issues identified.
- Identified improvement opportunities within customer success processes proactively.
- Collaborated closely with project teams to resolve issues efficiently.
- Produced accurate reports of project activities, ensuring timely communication of updates.
Product Support Specialist
Bioness
Valencia, CA
03.2017 - 04.2020
- Delivered technical support to customers through phone, email, and chat channels.
- Created comprehensive documentation of customer interactions and resolutions for future reference.
- Identified product defects and communicated them to development team for prompt resolution.
- Conducted root cause analysis on complex technical issues presented by customers.
- Documented all customer interactions within help desk ticketing system.
- Collaborated with cross-functional teams to develop support specifications addressing end-user requests.
- Maintained composure in challenging situations, employing de-escalation techniques effectively
Customer Service Specialist
Hydrofarm
Santa Fe Springs, CA
06.2011 - 04.2016
- Submitted purchase orders to shipping department via phone, fax, and email.
- Performed data entry of customer orders into order management system.
- Responded to customer inquiries with accurate product and service information.
- Processed returns, refunds, and exchanges according to company policies.
- Managed in-person and remote customer requests through various channels.
- Issued warranty replacements and filed freight claims for returned items.
- Generated reports on customer feedback and trends for management review.
Education
Certified MCSE And MCP+I - Computer Networking
Computer Education Institute
Carson, CA06-2000
High School Diploma -
Polytechnic
Long Beach, CA05-1999
Skills
- Customer relationship management
- Account management
- Sales strategy development
- Technical support
- SaaS expertise
- Documentation creation and management
- Customer engagement
- Conflict resolution
- Product knowledge
- Needs assessment
- Effective communication skills
- CRM proficiency
- Social selling techniques
- Interpersonal skills
- Customer satisfaction strategies
- Order fulfillment processes
Timeline
Business Sales Advisor
Conduent
01.2024 - Current
Customr Success Engineer
igentify
10.2021 - 11.2023
Product Support Specialist
Bioness
03.2017 - 04.2020
Customer Service Specialist
Hydrofarm
06.2011 - 04.2016
Certified MCSE And MCP+I - Computer Networking
Computer Education Institute
High School Diploma -
Polytechnic
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