Tiffany Smith

Neighborhood Housing Services of Chicago Inc.

Chicago , IL

2018.10 - Current

Spearheads data-informed strategies enhancing community engagement and support, aligning with NHS Chicago's focus on actionable insights from neighborhood data.
Secures and manages over $1M in grants, demonstrating ability to drive revenue and foster strategic partnerships, key for client success and business expansion in.
Develops SOPs and metrics for program evaluation, mirroring outcome success metrics and value realization principles critical for Customer Success Director role.
Creates and updates physical records and digital files to maintain current, accurate, and compliant documentation.
Communicates all capacity, sourcing, and technology gaps with upper management.
Increased funding from department's longest-held partners by 50%.
Manages cross-functional teams for multiple large-scale projects, completing each on time and within budget constraints.
Champions corporate social responsibility initiatives that enhance funders reputation while positively impacting local communities.
Actively participates in housing policy and lending equity conferences and events as panelist and facilitator, increasing NHS Chicago's visibility and furthering conversation around equitable housing policies.

Alorica

Chicago , IL

2010.12 - 2017.11

Established client management strategies for high-value accounts in Media, Education, and Healthcare sectors, closely aligning with strategic account management and senior executive relationship expansion responsibilities of CSD role.
Engaged client leadership to develop solutions specifically targeting client business and marketing goals.
Led cross-functional teams to design and execute flawless program implementation plans and presentations for clients.
Steered product adoption and solution innovation, leading to significant client savings and revenue growth, demonstrating alignment with Alorica's focus on adoption, value realization, and revenue expansion.
Analyzed client and consumer feedback and adjusted campaigns based on results.
Pioneered new products and solutions resulting in $1.5M in client savings and $13M in new revenue for Alorica 4-year period.
Achieved 95% client retention rate through consultative approaches and effective relationship management, essential for customer-centric focus of CSD position.

APAC Customer Services

Chicago , IL

2005.10 - 2008.04

Developed long-term relationships with key clients, leading to repeat business and increased revenue in the Media and Technology verticals.
Developed, expanded and retained multi-channel outsourced customer service programs to maximize client value while ensuring attainment of internal business and revenue goals.
Led evaluation of client voice recognition systems, implementing improvements that increased utilization by 38%, allowing clients to decrease hold times for live agents during period of corporate change and high call volume.
Increased client satisfaction by implementing tailored solutions and addressing their unique business needs.
Identified under-performing contract with leading client in the publishing vertical and negotiated a creative solution that turned a loss into a 30% profit while reducing overall program costs.

Summary