Summary
Overview
Work History
Education
Skills
REFERENCES AVAILABLE UPON REQUEST
Timeline
Generic

TIFFANY P. Reno

12399 Wavyleaf Ct, Jacksonville,FL

Summary

Detail-oriented professional with strong observational skills and a proven track record in delivering exceptional customer service. Demonstrates excellent communication and leadership abilities, effectively managing conflicts to achieve positive outcomes. Seeking a challenging role that promotes skill enhancement and professional growth.

Overview

12
12
years of professional experience

Work History

Fulfillment Specialist

Kelly Services
Jacksonville, FL (Remote)
09.2024 - Current
  • Coordinated staffing opportunities by handling over 200 calls daily.
  • Assisted employees nationwide with compensation, benefit offerings, and incident reporting.
  • Maintained and utilized a detailed schedule of open positions over a nationwide network of school districts.
  • Assisted school districts by increasing their staffing levels and maintaining a minimum service level agreement.
  • Facilitated communication between recruiters, onboarders, school administration, hiring managers, HR personnel, and potential candidates.
  • Guided new hires through orientation, and onboarding, and explained documentation requirements to facilitate HR process.

Help Desk Technician II

Astadia
Jacksonville, FL (Remote)
10.2023 - 08.2024
  • Resolved complex technical problems through Salesforce and ServiceNow (100-200 tickets per month) by researching solutions online and in the product knowledge base, or consulting with subject matter experts.
  • Effectively communicated complex solutions to customers for escalated tickets.
  • Created user accounts and managed access privileges on networked systems while utilizing VPN and Active Directory.
  • Set up virtual private networks for secure remote access.
  • Updated documentation related to IT and Customer Service procedures and policies.
  • Demonstrated advanced product knowledge to solve customer issues.
  • Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
  • Developed and delivered training sessions to new and current colleagues, which maintained high quality standards of ticket handling and documentation.
  • Researched new troubleshooting processes, improving efficiency and first-call resolutions.
  • Participated in chat and email rotation for supporting the team's needs.
  • Maintained a positive working relationship with fellow staff, management, and clients.

Help Desk Technician I

Astadia
Jacksonville, FL (Remote)
11.2022 - 10.2023
  • Served as first point of contact for incoming technical service calls (50-100 per day), chats (20-30 per day), and emails (20-30 per day).
  • Consistently maintained Service Level Agreement for phone queue.
  • Resolved customer problems remotely, while using product knowledge base to ensure timely and effective solutions, which increased first call resolutions.
  • Collaborated with the technical team to discuss recurring customer issues and develop long-term solutions.
  • Advised customers through common device hardware and software configurations to maximize service functionality.
  • Handled customer service issues by providing guidance or escalating for advanced support.
  • Documented all customer interactions and resolutions in Salesforce for future reference and reporting, to maintain a score of over 90% in ticket handling and quality.

Fulfillment Team Member

Target
Jacksonville, FL
09.2022 - 11.2022
  • Selected top-quality items for the customers' requests, and ensured orders were available for pick-up in a timely manner.
  • Worked efficiently to maintain an organized put-to-hold area.
  • Consistently performed with urgency when picking orders to maintain the integrity of grocery items, and achieve daily objectives.
  • Used RF scanners to locate products in the warehouse and on the floor quickly and accurately.
  • Packed products into designated boxes, taking care to protect items from damage or shifting during transport.
  • Demonstrated great teamwork skills with staff members involved in production and transport.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Shift Leader/Team Member

Tropical Smoothie Cafe
Jacksonville, FL
03.2022 - 09.2022
  • Maintained high standards of customer service during high-volume work shifts and fast-paced operations by talking pleasantly with customers while taking orders and promoted positive image for business.
  • Followed established protocols and made orders according to company recipes.
  • Monitored stock levels of fruits, vegetables, syrups, cups, lids, and other supplies needed for operation.
  • Cleaned blenders, mopped and swept floors and stocked coolers.
  • Maintained open lines of communication with supervisors and coworkers for smooth store operations.
  • Processed cash and credit card payments, promptly returning receipts, coin, bills and payment cards to customers.
  • Supported highest standards of conduct and service to support company reputation.

Activities Manager

Cypress Village
Jacksonville, FL
01.2022 - 03.2022
  • Supported the director in planning and coordinating of wide and varied scope of activities.
  • Held weekly meetings with employees and partnering departments to aid in enhancement of community events.
  • Ordered supplies through DSSI and other vendors for activities, community spaces, and employee appreciation.
  • Maintained accurate records of order status, inventory, and shipment schedules.
  • Collaborated with other departments like housekeeping and maintenance to ensure community spaces remained clean and safe for residents to utilize.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Collaborated with vendors to ensure payments were submitted in a timely manner and worked efficiently to resolve order discrepancies.
  • Served as first point of contact for incoming technical service calls and emails regarding community app, television channel and personal devices.
  • Developed and maintained relationships with lecturers, volunteers, vendors, residents, and other departments who provided programming to the residents.
  • Completed scheduling of associates with appropriate and independent judgement for the team.
  • Assisted with monthly budget planning, goal planning, employee performance reviews, and performance standards audits.
  • Submitted timely and accurate Kronos Timekeeping for department employees (Payroll Captain).
  • Answered 40-70 incoming calls daily and provided highest level of professionalism and knowledgeable service to every client and colleague.

Activities Assistant

Cypress Village
Jacksonville, FL
10.2018 - 12.2021
  • Assisted in the development and implementation of creative and exciting programs and coordinated with other departments to ensure overall success.
  • Maintained a positive and professional manner during events and office administration tasks in a high traffic workspace.
  • Conducted comprehensive checks of all community spaces to maintain a welcome, clean, and organized environment.
  • Utilized order management systems to track shipments and update records.
  • Organized inventory of activity supplies, decorations, and community supplies.
  • Navigated through computer systems to review onsite activity related information and respond appropriately to callers averaging about 50-100 calls daily.
  • Coordinated employee appreciation events and giveaways.
  • Ordered and tracked supplies and shipments for activities and employee appreciation.
  • Received and kept up to date records of orders.
  • Organized inventory.
  • Facilitated in the supervision, orientation, planning of events, and handling of cash with professionalism.
  • Input resident information regarding into spreadsheets and company database to provide leaders with quick access to essential client data.
  • Ensured marketing, promoting, and communicating materials were of professional quality.
  • Assisted customer in understanding products, components and systems using technical demonstration.
  • Taken initiative to train staff and implemented the Activities Assistant duties.

Concierge/Receptionist

Cypress Village
Jacksonville, FL
09.2017 - 10.2018
  • Worked efficiently and calmly in a fast-paced environment.
  • Greeted residents and visitors upon entry in a friendly manner and completed thorough sign in process with exceptional customer service.
  • Conducted and received 50-100 calls daily with fast, friendly, and knowledgeable service in order to de-escalate calls and solve resident and guest issues.
  • Facilitated the intake and outtake of packages for residents and staff.
  • Maintained proper order management procedures and best practices.
  • Coordinated communication to residents and departments about order deliveries to ensure packages were claimed in a timely manner.
  • Completed tasks for various departments like updating and organizing files, making spreadsheets, and proofreading.
  • Provided training to new staff of concierge duties.
  • Planned and developed data entry documentation and instructions to optimize data delivery.
  • Assisted the Sales & Marketing department with calls and walk-ins of prospects with a brief overview of community.

Customer Service Representative

US Navy Commissary
Jacksonville, FL
10.2013 - 09.2017
  • Greeted customers and offered assistance to improve their experience.
  • Assisted baggers with bagging groceries and helped customers load their vehicles.
  • Provided training to new staff of bagger and customer service representative duties.

Education

Sandalwood High School
Jacksonville, FL
06-2015

Skills

  • Computer Skills (Experience in Microsoft Office, Word, Excel, PowerPoint)
  • Can Type 75 Words Per Minute
  • Salesforce Software Experience
  • ServiceNow Software Experience
  • Call Center Operations
  • Quality Customer Service
  • Friendly, Positive Attitude
  • Willingness to Learn
  • Attention to Detail
  • Self-reliant Decision Making
  • Teamwork and Collaboration
  • Thorough Verbal & Written Communication
  • Planning & Organizing Skills
  • Conflict Resolution

REFERENCES AVAILABLE UPON REQUEST

Thank you for your time and consideration.

Timeline

Fulfillment Specialist

Kelly Services
09.2024 - Current

Help Desk Technician II

Astadia
10.2023 - 08.2024

Help Desk Technician I

Astadia
11.2022 - 10.2023

Fulfillment Team Member

Target
09.2022 - 11.2022

Shift Leader/Team Member

Tropical Smoothie Cafe
03.2022 - 09.2022

Activities Manager

Cypress Village
01.2022 - 03.2022

Activities Assistant

Cypress Village
10.2018 - 12.2021

Concierge/Receptionist

Cypress Village
09.2017 - 10.2018

Customer Service Representative

US Navy Commissary
10.2013 - 09.2017

Sandalwood High School

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