Tiffany Hill-Rice

**** *. ********* ******, *** Vegas, NV 89147 ac5thb@r.postjobfree.com 312-***-****

Willing to relocate: Anywhere

Authorized to work in the US for any employer

Work Experience

Member Services Representative

Sutherland Global Services - Las Vegas, NV

July 2017 to Present

•Responsible for quoting and writing automobile insurance policies for USAA.

•Handles regular and complex billing, special billing request, assists real-time underwriting, resolves claims left in progress for more than 6 months.

•Responsible for member escalations in the absence of supervisor(s).

•Accurately responds to and then routes emergency calls for all lines of business including banking, roadside assistance and the survivor relations team.

•Handles special requests as assigned by Account Manager, Team Leads, Master Trainers and licensing specialist.

•Currently assisting Business Control team with identifying the source of agent downtime by creating weekly spreadsheets and submitting them to the Vendor.

Customer Service Representative

3 - Wells Fargo Financial - Las Vegas, NV

August 2016 to March 2017

•Processed documentation for PL&L, Credit Cards and Secure Motor Vehicle Loans. Served as liaison between internal and external customers. Reviewed documentation and analyzes underwriter notes/ data for internal and external customers. Manages assigned pipelines of loans and subsequent follow-ups. Uses Microsoft Office Suite including Power Point, Outlook, Excel and Word.

•Processes credit card acceptance calls, reads verbatims to customers, processes balance transfers,

Joint Account Separations, Credit Line Decreases, Increases, Freezes and Closures.

•Processes escalations, widgets, remains up-to-date Standard Operating Procedures, Fraudescalations, CBR quizzes, Manual CBR quizzes and EO escalations.

Customer Service Representative

Hennes & Mauritz - Chicago, IL

March 2015 to July 2016

•Provided excellent telephone service to first time and returning caller for the sake of customerretention. Maintained up-to-date knowledge of products and services offered not only on the H&M website but also 400+ stores across the country. Provided in-the-moment feedback to department managers, store managers and department supervisors to prevent escalations.

•Handled customer e-mail queues. Responded to customer inquiries via phone, chat and e-mail.Maintained up-to-date knowledge of organizational policies, procedures, disruptions in service to better provide timely response to customers via chat, phone and e-mails. Maintained customer database via Salesforce, CRM, Passport and Excel. Handled technical issues with the H&M mobile app in real time.

Brands Agent -& Other Stories

COS - Chicago, IL

April 2014 to May 2015

• Assisted with launching COS and & Other Stories brands in the United States. Assisted with altering the tone of voice for said brands for US customers.

Interacted frequently with Edinburgh, Stockholm and Nuremberg offices to assist customers and to stay up to date with organizational changes.

• Worked closely with New Jersey warehouse in the event of rejected returns or errors in shipping. Worked independently to resolve most-to-all customer escalations.

Responded to COS, & Other Stories and H&M customers. Maintained customer database via Centrix Server. Reported technical issue with websites directly to IT in Sweden for immediate handling.

1st Line Agent

Hennes & Mauritz - Chicago, IL

September 2013 to April 2014

•Assisted with launching H&M online. Assisted with developing the friendly tone of voice used site-wide. Took the initiative in discourage the use of e-mail templates to encourage personalized service. Handled a high volume of calls while assisting with administrative duties on site. Provided insight to resolve conflicts between the customer service center and stores. Assisted Second Line Customer Service Representatives (Supervisors) with in-store returns as requested by Team Coach and/or Second Line.

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•Assisted with mailing out courtesy coupons as requested by Team Coach and/or Second Line.Assisted with the expansion of iCollect program by encouraging customers to donate to receive discount vouchers for in-store use. Received Customer's First Choice award. Regularly received recognition for the most Selecte Items sold on site.

Sales Advisor

Hennes & Mauritz - Chicago, IL

October 2010 to September 2013

•Assisted with opening the largest H&M in the world, heavy cash handling, assisted with openingdrawers in the morning and counting drawers down after close. Assisted Cash Office Responsible Representative with daily accounting as requested. Established accessories layouts within store A areas. Designed lingerie, swim and shoe department layouts.

•Assisted with daily/nightly recovery and clean-up of store. Managed busy fitting rooms withassistance and without. Assisted customers with finding garments. Regularly received a score of 100% from secret shoppers. Independently established marketing schemes daily to move old or undersold products. Assisted with processing stock for all store departments. Served as go-to person of authority in the absence of department manager or supervisor.

Sales Associate

Crate and Barrel - Chicago, IL

August 2007 to September 2008

•Assisted with opening drawers in the morning and counting drawers down after close. Assisted with home goods marketing, visual merchandising, stocking, quarterly inventory projects, morning meetings and extensive floral design for shoppers.

•Assisted with daily/nightly recovery and clean-up of store. Retrieved inventory for customers,assisted them to their vehicles, assisted management and supervisory team with locking down the store at night. Focused on kitchenware and tabletop goods as area of focus.

Documentation and Software Skills

Microsoft Office, Corel Office, MS Paint, Salesforce, CRM, ACAPs, CCAPs, Provenir, Provenir Archive, FDR, Secure One-Time Authentication, Innovis, Start, Passport, Avaya, Switchboards, PAS, Citrix, POS systems, Vindicator.

Education

Associates of Arts in History

Malcolm X College - Las Vegas, NV March 2019

General Education Diploma

Kennedy King College

2005 to 2008

Skills

Clear written and verbal communication skills, conflict resolution, interfacing comfortably with different levels of management, fast-learner, self-starter, finisher, CPR CERTIFIED.

Certifications/Licenses

Property and Casualty License

July 2017 to Present

Currently licensed in 17 states.

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