Hi, I’m
Troysha Giggans
Charlotte,NC
Summary
Customer experience and operations professional with 6+ years of supporting cross-functional teams in fast-paced, service-centered environments. Proven track record in resolving complex customer issues, improving workflows, and using CRM platforms like Salesforce, Zoho, and JIRA. Skilled in empathizing with clients, identifying root issues, and delivering exceptional live chat, phone, and email support. Passionate about improving systems and empowering client success.
Overview
8
years of professional experience
1
Foundations of Project Management
1
Asana Foundations Skills
1
Project Initiation: Starting a Successful Project
1
Robotic Process Automation Strategy for Business Leaders
4
years of post-secondary education
Work History
Apex Tool GroupApex, NC
Sales Support Representative - Contract
04.2025 - Current
Job overview
- Respond to a high volume of customer emails regarding blocked orders due to tariff pricing.
- Collaborate with internal teams to ensure updates are made in SAP and orders are cleared accurately.
- Use SAP and Salesforce to unblock and track tariff-impacted orders.
- Communicate with customers via email to confirm pricing and resolve order issues.
- Support internal sales and operations teams by flagging delays and providing updates.
- Assist with documentation and ensure system accuracy in a fast-paced environment.
Workplace OptionsRaleigh, NC
Intake Consultant (Hybrid)
01.2023 - 07.2024
Job overview
- Managed intake and support for 15-18 clients per shift within an Employee Assistance Program.
- Recognized for strong customer care and team contributions.
- Maintained a 91% customer satisfaction rating.
- Used JIRA, Calabrio, Avaya, and Zoho to route service needs and document care.
- Produced reports that supported EAP recommendations.
- Selected for Peer Mentorship Program and invited to Staff Summit 2024.
Greenwood Leflore HospitalGreenwood, MS
Healthcare Registrar
01.2022 - 12.2022
Job overview
- Performed accurate data entry and patient registration in a clinical setting.
- Registered 10-15 patients per day, verifying insurance and incident documentation.
- Used systems including Sorian Clinicals, Accure, OAS/GoldClient, and RASPIPA.
- Provided intake support for emergency cases and worker's comp filings.
Bed Bath & BeyondHouston, TX
Retail Sales Trainer & Associate
01.2020 - 12.2021
Job overview
- Improved sales and trained new staff in product education and engagement.
- Boosted sales by 8% and exceeded monthly targets by 5%.
- Helped onboard staff into sales and floor operations roles.
- Strengthened vendor and customer relationships through communication and follow-up.
Education
Southern New Hampshire UniversitySouthern New Hampshire University
Master of Business Administration from Business
12.2022 - 08.2026
Texas Southern UniversityHouston, TX
Bachelor of Arts from Theatre: Performing Arts
12.2020
Skills
- CRM & Support Tools: Salesforce, Zoho, JIRA
- Live Chat, Phone & Email Support
- Customer Needs Assessment
- Conflict Resolution & De-escalation
- Process Improvement & Documentation
- High Emotional Intelligence (EQ)
- Cross-Functional Team Collaboration
- Remote Team Communication
- Time Management & Task Prioritization
Certification
- Time Management
- Critical Thinking
- Strategy Formulation (AICPA & CIMA)
- Proposal Writing
- LinkedIn Learning Courses
Affiliations
- Designing systems to support creative project management
- Curating digital products and community spaces around faith and purpose
- Empowering others to build with clarity, strategy, and sustainability
Timeline
Sales Support Representative - Contract
Apex Tool Group
04.2025 - Current
Intake Consultant (Hybrid)
Workplace Options
01.2023 - 07.2024
Southern New Hampshire University
Master of Business Administration from Business
12.2022 - 08.2026
Healthcare Registrar
Greenwood Leflore Hospital
01.2022 - 12.2022
Retail Sales Trainer & Associate
Bed Bath & Beyond
01.2020 - 12.2021
Texas Southern University
Bachelor of Arts from Theatre: Performing Arts