Summary
Overview
Work History
Education
Skills
Assessments
Personal Information
Timeline
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Tiraney Crawford

Memphis,TN

Summary

Proven Program Manager at A Plus Care Solutions, adept in customer relationship management and Excel, enhanced service quality by implementing effective strategies. Skilled in analytical thinking and providing top-notch customer support, both remotely and in-person. Achieved significant improvements in client satisfaction and operational efficiency through innovative solutions and team leadership.

Overview

16
16
years of professional experience

Work History

Direct Support Professional

Livitup
Cordova, TN
11.2021 - Current
  • Assisting adults with special needs in accomplishing their goals and taking them out into the community.
  • Supporting and redirecting individuals with behaviors and non-behaviors.
  • Encouraged positive behavior through modeling appropriate responses and reinforcing desired behaviors.
  • Provided guidance and support to ensure safety of individuals served.
  • Monitored individuals' behaviors, documented observations, reported any changes or concerns to supervisor.

Program Manager

A Plus Care Solutions
Cordova, TN
06.2014 - 12.2021
  • Establish work schedules and assign work to staff members
  • Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals
  • Collect and deposit money into accounts, disburse funds from cash accounts to pay bills or invoices, keep records of collections and disbursements, and ensure accounts are balanced
  • Create, maintain, and enter information into databases
  • Set up and manage paper or electronic filing systems, recording information, updating paperwork, or maintaining documents, such as attendance records, correspondence, or other material
  • Operate office equipment, such as fax machines, copiers, or phone systems and arrange for repairs when equipment malfunctions
  • Greet visitors or callers and handle their inquiries or direct them to the appropriate persons according to their needs
  • Complete forms in accordance with company procedures
  • Maintain scheduling and event calendars
  • Schedule and confirm appointments for clients, customers, or supervisors
  • Make copies of correspondence or other printed material
  • Locate and attach appropriate files to incoming correspondence requiring replies
  • Operate electronic mail systems and coordinate the flow of information, internally or with other organizations
  • Coordinate conferences, meetings, or special events, such as luncheons or graduation ceremonies
  • Compose, type, and distribute meeting notes, routine correspondence, or reports, such as presentations or expense, statistical, or monthly reports
  • Open, read, route, and distribute incoming mail or other materials and answer routine letters
  • Conduct searches to find needed information, using such sources as the Internet
  • Review work done by others to check for correct spelling and grammar, ensure that company format policies are followed, and recommend revisions
  • Establish work procedures or schedules and keep track of the daily work of clerical staff
  • Order and dispense supplies
  • Learn to operate new office technologies as they are developed and implemented
  • Supervise other clerical staff and provide training and orientation to new staff

Customer Service Specialist (Remote)

AT&T
Memphis, TN
06.2011 - 06.2014
  • Answered incoming customer inquiries regarding product and service information.
  • Developed and implemented strategies for providing excellent customer service experience.
  • Assisted in developing an effective system for tracking client requests from initial contact through resolution.
  • Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
  • Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
  • Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
  • Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.

Customer Service Team Lead (Hybrid)

Concentrix
Memphis, TN
05.2009 - 06.2012
  • Monitored customer interactions with the team to identify areas of improvement or opportunities for growth.
  • Responded quickly and professionally to any incoming emails from customers seeking assistance.
  • Maintained an up-to-date knowledge base of products, services, pricing information, processes.
  • Participated in recruitment activities such as interviewing potential candidates for open positions.
  • Organized team meetings to discuss new initiatives or changes in policies and procedures.
  • Analyzed customer feedback data to determine areas of opportunity or needed improvements in services offered.
  • Conducted regular performance reviews for each member of the team to monitor progress and provide feedback.
  • Developed strategies to increase sales volume based on customer feedback analysis.

Education

High School Diploma -

Trezevant High School
Memphis, TN
05.2000

Skills

  • Customer relationship management
  • Queue management
  • Technical support
  • Live chat support
  • CRM software
  • 55 wpm typing speed
  • Proficient in Excel
  • Data entry
  • Customer service
  • Analytical
  • Providing customer support
  • Working efficiently within a remote setting

Assessments

Customer focus & orientation, Highly Proficient, 12/01/20

Personal Information

Authorized To Work: US

Timeline

Direct Support Professional

Livitup
11.2021 - Current

Program Manager

A Plus Care Solutions
06.2014 - 12.2021

Customer Service Specialist (Remote)

AT&T
06.2011 - 06.2014

Customer Service Team Lead (Hybrid)

Concentrix
05.2009 - 06.2012

High School Diploma -

Trezevant High School

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Tiraney Crawford