Qualified Advanced Support Specialist with 9 years of helpdesk and customer service experience, offering outstanding support to users of various levels. History of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges. Adept at identifying issues and streamlining steps to effectively resolve technical issues. Organized and dependable specialist successful at managing multiple priorities with a positive attitude. Seeking a position that offers professional challenges utilizing interpersonal skills, excellent time management, attention to detail, and problem-solving skills.
Hi, I’m
TIFFANY NEWBLE
St Louis,MO
Summary
Overview
7
years of professional experience
Work History
Square, Inc, L&PSt. Louis, MO
Advanced Support Specialist
06.2021 - Current
Job overview
- Provide quick and in the moment support and coaching through chat for escalated troubleshooting and problem solving resolution.
- Perform manual actions on accounts including applying credits, verifying secure account pii, and refund data retrieval.
- Provide investigative support to Account Management team through a specialized queue within Service Cloud channel.
- Work cross-functionally with teams including application engineering support, engineering, and digital engagement team to identify trends in advocate outreach and provide resolution to merchant issues.
- Distribute feedback on interactions with advocates for the purpose of improvement, coaching, and performance education
- Consistently performed at level to meet all metrics of my role MoM. Including maintaining a 6.777/7 feedback score from interactions when assisting advocates via chat support.
- Document feedback and merchant issues and escalate complaints with a focus on retention and saving the customer experience
- Follow up with merchants to verify optimal customer satisfaction following support engagement and problem resolution.
- Help streamline processes and update procedures for support action consistency.
- Provided shadows and training to newly hired members of the Advanced Support team.
- Quickly learn new skills and apply them to daily tasks, improving efficiency and productivity.
- Hosted new hire onboarding presentations for employees newly hired to the company. This included reviewing Block's story and mission, and guiding them through team-building exercises. It also included acting as a direct point of contact for the first few weeks of nesting.
SquareSt. Louis, MO
Messaging Support
05.2020 - 07.2021
Job overview
- Provided assistance to new and existing Square sellers through written communication via Helpshift.
- Effectively multitasked by handling multiple chats, as many as 9 at once. This consisted of investigating and researching multiple seller issues at once.
- Helped address troubleshooting of hardware and software issues and provided support using features and settings to the best of their capabilities, in alliance with the sellers desired outcome.
- Provided written technical assistance to investigate and resolved customer inquiries and complaints quickly by asking probing questions to determine the cause of the issue and a path to resolution.
- Filed support tickets, JIRAs, and took ownership problems until solved this included acting as a liaison between the seller and internal engineering teams.
- Developed and managed a help guide to address and assist my direct team with the most common eCommerce Online Store inquiries and basic website building processes.
- Assisted with onboarding messaging new hires through shadowing and providing feedback on best practices and workflow.
- Supported my direct team by answering questions about workflow techniques, resources, and product knowledge.
- Fostered inclusiveness by keeping the line of communication open with new hires throughout, not only their onboarding experience but their time on the team.
- Worked on keep presentation and public speaking skills by hosting Square One onboarding to welcome newly hired Square employees.
- Maintained up-to-date knowledge of product and service changes.
- Recommended products to sellers through upselling by thoroughly explaining benefits of additional services.
SquareSt. Louis, United States
Priority Queue Advocate- Square for Restaurants
03.2019 - 05.2020
Job overview
- Delivered a "white glove" customer support experience while working with high-grossing merchants on issues and inquiries.
- Documented and offered insightful feedback and product improvements with Restaurants product developers on how to improve the product for sellers based on feedback.
- Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
- Assessed team performance and implemented incentives and team-building events to boost morale.
- Assisted and educated merchants using Square for Restaurants on how to best utilize product features to run their business most efficiently and effectively.
- Identified technical issues through troubleshooting and filing support tickets, JIRAs, when necessary including acting as a liaison between those merchants and the engineering team.
- Developed visual aids and led a 15-minute stand-up presentation to the team twice a week.
- Took the lead on S2S metrics and coaching with the team.
- A part of this was working with the lead to create incentives to drive reaching S2S monthly metrics, monitoring team performance, and providing feedback and guidance to team members to reach goals.
- Made suggestions for content and feature improvements to best assist sellers and advocate everyday workflow.
- Cross-trained for eCommerce Square Online Store Support. This included assisting sellers with building and editing websites, as well as, transferring/connecting domains from third-party hosts and performing troubleshooting.
SWOON STAFFING GROUPSaint Louis, United States
Customer Support Specialist
08.2018 - 03.2019
Job overview
- Acted as the first line of contact, providing customer support and product knowledge to existing and new merchants.
- Identified technical issues, applied problem-solving techniques and escalated malfunctions to engineering.
- Interacted with customers to resolve inquiries through phone and email contact.
- Led weekly 15-minute PowerPoint presentations to the team.
- Educated customers on how to best utilize products and services offered, while suggesting improvements and services that benefit their business needs based on discussions.
- Meet metrics on a weekly and monthly basis.
DILLARD’S INCFairview Heights, IL
Menswear Sales Associate
07.2016 - 09.2018
Job overview
- Handled all cash register duties, including cash counting and and providing change.
- Set eye-catching and trendy visual displays.
- Performed clothing organization including colorizing, sizing, and placement of clothing.
- Assisted customers in selecting, sizing, and inventory inquiries about merchandise.
- Helped customers locate products and checked store system for merchandise at other sites.
- Increased sales by offering advice on purchases and promoting additional products implementing up-selling strategies.
- Trained and developed new hires in company processes, product knowledge, customer service and selling techniques.
GOOD SAMARITAN HOUSEGranite City, IL
Social Media Marketing Intern
04.2018 - 08.2018
Job overview
- Managed all social media accounts, including Facebook, Instagram, Twitter, and LinkedIn.
- Increased followers and engagement by creating graphic content and campaigns.
- Created marketing visuals including flyers, invitations for events, and solicitation for donations.
- Grew the shelter's social media following by over 250 followers over the course of 4 months.
- Implemented creative and trendy tactics that increased follower engagement which i tracked against the starting engagement and using tools like Facebook's analytics and Instagram business analytics.
- Wrote copy for the website and press release. This included feature stories on members of the shelter and events recaps.
- Responded to comments, posts, and questions from various channels acting as the voice of Good Samaritan House.
Education
Southern Illinois UniversityEdwardsville, IL
Bachelor of Arts from Media Advertising, Public Relations
05.2018
University Overview
- Extracurricular Activities: Black Student Union, Campus Activities Board
- Elected Captain of Race for the Cure team
Skills
- Wordpress, and Weebly, Adobe Creative Cloud, and Microsoft Windows and Office experience
- Knowledge Base
- Collaborative Team Player
- Tracking and Documentation
- Tech Support
- Analytical with excellent Organizational Skills
- Calm and Professional Under Pressure
- Efficient and Detail-Oriented
- Critical Thinking
- Cultural Awareness
- Proactive Self-Starter
Affiliations
Affiliations
- Delta Sigma Theta Sorority Inc.
- PRSSA
- Key Club
Hobbies
Hobbies
DIY projects, Creative writing, Photography, Reading, Plants
Timeline
Advanced Support Specialist
Square, Inc, L&P
06.2021 - Current
Messaging Support
Square
05.2020 - 07.2021
Priority Queue Advocate- Square for Restaurants
Square
03.2019 - 05.2020
Customer Support Specialist
SWOON STAFFING GROUP
08.2018 - 03.2019
Social Media Marketing Intern
GOOD SAMARITAN HOUSE
04.2018 - 08.2018
Menswear Sales Associate
DILLARD’S INC
07.2016 - 09.2018
Southern Illinois University
Bachelor of Arts from Media Advertising, Public Relations
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