Tiffany Ausborn

**** * **** **.***#* abkdoc@r.postjobfree.com Cell: 563-***-****

Davenport, IA 52807

Work: 563-***-****

Dedicated customer service manager, with 7+ years of customer service experience.

Familiar with wireless service and financial service operations. Consistently achieve high

customer satisfaction rankings. Participate in the development, implementation and update

of Customer Service Trainings

Respected builder and leader of customer focused teams; instill a shared, enthusiastic

commitment to customer service as a key driver of company goal attainment. Lead by

example and ensure the execution of all safety, security, quality and operations policies.

Areas of Expertise

Customer Service Customer Satisfaction Team facilitation and training skills

Banking Management

Management Enhancement Oral and written communication

Complaint Handling & Front Line Supervision

Resolution Time Management

Organized e

Professional Experience

AT&T Davenport IA 09/08 to Present

Customer Service Manager

Effectively supervise 10 15 direct reports, in a call center environment, involved in customer service with strong knowledge of

customer systems and products/services. Work closely with managers and staff to asses and meet customer service goals. Teach

courses and conduct coaching sessions with employees to improve overall performance. Document thoroughly all coaching

interactions, meetings, and trainings to leave accurate paper trail. Monitor calls in customer service/billing group to ensure proper

productivity and quality according to company metrics. Coordinate teams and supervise in several areas in customer service,

retention, fraud, credit/collections/ activations, revenue management, and roaming. Utilize several different computer systems such

as Excel, PowerPoint and Microsoft on a daily basis to maintain employee information.

US Bank. Davenport, IA 10/05 to 9/08

In Store Assistant Manager

Supervise a team of tellers and personal bankers. Conduct trainings and one on one sessions to improve team members

performance. Responsible for demonstrating excellent customer service in accordance with the U.S. Bank Service Advantage Core

Values. Accountable for sales and service activities for in store branch locations. Pro actively seeks new customers through in store

marketing and in aisle prospecting. Opens accounts, handles teller transactions, sells/cross sells bank products and services,

process loans, and resolves complex customer service issues. Refers customers to other areas of U.S. Bank as appropriate.

Convert service opportunities into sales events. Maintained a working knowledge of all laws and regulations related to the job/area

which ensures all duties and tasks performed are in compliance with legal and regulatory requirements and Bank policy and

procedure.

APAC Inc. Davenport, IA 01/05 to 10/05

Customer Service Representative

Developed profitable new business account relationships and increased profitability from existing accounts. Identified business

opportunities based on knowledge of clients, markets, products and services. Make sales presentations to existing and prospective

clients informing them of benefits of using the organization's products and services to meet their needs. Implement and maintain an

effective Citibank call program to promote sales.

Education and Training

04/09 to Present

University of Phoenix

18 Semester Hours College Coursework Completed

Concentration in accounting

SCOTT COMMUNITY COLLEGE 2004 2005

16 Semester Hours College Coursework Completed

Concentration in accounting

Job Related Training

Microsoft Office 2007 Excel, PowerPoint, Outlook, Word, OneNote. Microsoft Works 2007.Computer

Information Systems course2005. Teller Training II & AMP; I 2005, Banker Training I & II2005,

Building Customer Relationships2005, Bank Secrecy2005, Community Re investment Act2005, Fair

Housing Act2005, Fair Lending 2005, Federal Deposit Insurance Corporation2006, Code of Ethics2006,

Business Conduct2006, Anti Money Laundering2006, Community Re investment Act2006, Legal

Records2006, Equal Credit Opportunity2007, Leadership Training

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