Tiffany Grandy

Customer Service Representive/Sales - Convergys

High Point, NC 27262

acw7us@r.postjobfree.com - 828-***-****

Call Center Supervisor versed in customer support in high call volume environments. Superior computer skills and

telephone etiquette. Customer-focused Representative with a proven capacity to troubleshoot issues to ensure customer

satisfaction. Skilled and committed to addressing customer concerns with speed, accuracy and professionalism.

Seasoned Customer Service Supervisor who has directed call centers consisting of 50 to 100 representatives. Qualified

Customer Service Supervisor offering a record of successful job performance, proven problem solving ability and

experience developing and implementing innovative solutions. Willing to relocate: Anywhere

Authorized to work in the US for any employer

WORK EXPERIENCE

Customer Service Representive/Sales

Convergys - Hickory, NC - May 2013 to Present

Collected customer feedback and made process changes to exceed customer satisfaction goals. Made reasonable

procedure exceptions to accommodate unusual customer requests. Provided accurate and appropriate information in response to customer inquiries. Demonstrated mastery of customer service call script within specified timeframes.

Addressed customer service inquiries in a timely and accurate fashion. Developed effective relationships with all call

center departments through clear communication. Worked with upper management to ensure appropriate changes were

made to improve customer satisfaction. Formulated and enforced Service Center policies, procedures and quality

assurance measures. Properly directed inbound calls in phone queues to improve call flow. Customer Service/Cashier

Oak Hill Grocery - Morganton, NC - January 2011 to July 2012 Processed cash and credit card payments. Responded to all inquiries thoroughly. Stoked and cleaned store. Set gas

pumps, Check gas levels and Helped with payments, lottery sales, etc Customer Service/Sales

JFM Enterprises/Lenoir Biz Center - Lenoir, NC - August 2011 to April 2012 Collected customer feedback and made process changes to exceed customer satisfaction goals. Made reasonable

procedure exceptions to accommodate unusual customer requests. Provided accurate and appropriate information in response to customer inquiries. Addressed customer service inquiries in a timely and accurate fashion. Ran reports and

supplied data to fulfill customer report requirements. Worked with upper management to ensure appropriate changes

were made to improve customer satisfaction. Made sure customers understood the rules and regulations of the sweepstake game. Processed cash and credit card payments Call Center Supervisor

Sand Resorts Reservations/Call Center - Myrtle Beach, SC - February 2003 to December 2007 Provided accurate and appropriate information in response to customer inquiries. Made reasonable procedure exceptions to accommodate unusual customer requests. Collected customer feedback and made process changes to exceed customer satisfaction goals. Demonstrated mastery of customer service call script within specified timeframes.

Addressed customer service inquiries in a timely and accurate fashion. Developed effective relationships with all call

center departments through clear communication. Ran reports and supplied data to fulfill customer report requirements.

Built customer loyalty by placing follow-up calls for customers who reported product issues. Formulated and enforced

Service Center policies, procedures and quality assurance measures. Assisted in creating detailed product website that

reduced average call time. Trained staff on how to improve customer interactions. Developed process improvements to enhance efficiency and effectiveness of inter-department call center operations. Facilitated information flow between

customer service, account management operations, quality assurance, training and payroll departments to guarantee

call center objectives were met. Properly directed inbound calls in phone queues to improve call flow. Attendance

tracking of agents, promotions, incentives.

Customer Service/Cashier

February 1753

Sunshine Convience Mart Conway, South Carolina

Maintained up-to-date records at all times. Addressed customer service inquiries in a timely and accurate fashion.

Provided accurate and appropriate information in response to customer inquiries. Process credit card and cash transaction accurately. Lottery sales, gas pump levels, reports of sales for the shift. EDUCATION

GED in General

New River Community College Dublin - Dublin, VA

1990

SKILLS

Computer Skills, Customer Service, Sales, Supervisory Experience

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