Summary
Overview
Work History
Education
Skills
Websites
Certification
Affiliations
Timeline
Generic

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

6
6
years of professional experience
1
1
Certification

Work History

Sales Support Representative - Contract

Apex Tool Group
Apex, NC
04.2025 - Current
  • 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.

Intake Consultant (Hybrid)

Workplace Options
Raleigh, NC
01.2023 - 07.2024
  • 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.

Healthcare Registrar

Greenwood Leflore Hospital
Greenwood, MS
01.2022 - 12.2022
  • 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.

Retail Sales Trainer & Associate

Bed Bath & Beyond
Houston, TX
01.2020 - 12.2021
  • 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

Master of Business Administration -

Southern New Hampshire University
Southern New Hampshire University
12.2025

Bachelor of Arts - Theatre: Performing Arts

Texas Southern University
Houston, TX
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

Healthcare Registrar

Greenwood Leflore Hospital
01.2022 - 12.2022

Retail Sales Trainer & Associate

Bed Bath & Beyond
01.2020 - 12.2021

Master of Business Administration -

Southern New Hampshire University

Bachelor of Arts - Theatre: Performing Arts

Texas Southern University

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