Customer Service Quality Assurance

Tiffany Ely

Central Operations Quality Assurance Specialist

Smyrna, Tennessee, United States

**************@*****.***

SUMMARY

Detail – Oriented Auditor with a pro-active approach that positively impacts bottom line results. I am passionate about customer service, building impactful partnerships and talent development. I possess strong communication skills, I am professionally dedicated and take pride in my accomplishments. WORK EXPERIENCE

May 2022-Current

Central Operations Quality Assurance Specialist

Aftermath Services

United States

Excellent time management skills: ability to multitask and remained focused, in a complex, fast paced and growing environment

Assists the Senior Internal Auditor with writing audit reports, discusses with management audit results and provides recommendations for remediation and/or improvement Analyzes Initial and Final paperwork to check for errors and inaccuracies Provides oversight and guidance to Field Specialists regarding completed jobs Researches and resolves customer complaints by listening to customers concerns, demonstrating empathy and delivering a solution

Manages Insurance files: verify active policy, file claims and follow up with the assigned adjuster regarding updates on the claim file

June 2019-May 2021

Assistant Store Manager

TJMaxx

Algonquin, Illinois, United States

Hired, trained, and supervised a team of up to 80 associates Developed creative plans to increase sales

Managed daily activity of the sales floor, back room, front end and cash office Determined to effectively lead and inspire other to learn and grow through coaching and mentoring Actively addressed associate relation issues with documentation and follow up, and ensured all human services and employment policies were followed

October 2016-June 2019

Store Manager

buybuyBABY

Crystal Lake, Illinois, United States

Increased sales volume by 10.5% in less than six months and YTD by 20% Managed the performance of three salaried managers and up to fifty associates by establishing company policies as well as merchandising and operational standard procedures Ensured all new associates received proper orientation, training, and coaching to maximize both the associates and guest experience

Built exceptional morale by modeling customer service with employees; creating relationships by learning first and last name of all 35 employees, walking through the store greeting each employee every morning, listening, coaching, and problem-solving Reviewed and audits operational processes and reports to monitor store profitability, inventory, budgets, and manage payroll and scheduling

Directed merchandise placement, sale promotional activities, and pricing of merchandise through communication and coaching of key holders, department leads and other team members Fostered a sales driven culture with a strong emphasis on customer service, at daily store huddles Actively addressed all associate relation issues with documentation and follow up, and ensures all human resource and employment policies are followed May 2010-October 2016

Assistant Store Manager

Burlington Coat Factory Realty of Morrow, Inc.

Villa Park, Illinois, United States

WI Villa Park, IL Arlington, TX Skokie, IL

Raised the customer service satisfaction ratings in three months from a 64% to a 92% by ensuring that every associate was trained properly and that we were adequately staffed at all times. Helped organize and properly inventory the merchandise in the store which reduced the store shrink percentage from 4.3% to 1.9%

Provided strong leadership and guidance to the management team in solving problems that were affecting customer service, efficiency, and overall productivity. Maintained established merchandising standards, including window, sales floor and promotional displays.

Prioritized helping customers over completing other routine tasks in the store. EDUCATION

-2008

Associate of Applied Science

Sanford Brown College

West Allis, Wisconsin, United States

Associate of Applied Science: Criminal Justice, 2008 Sanford Brown College - West Allis, WI

• Criminal Justice

SKILLS

Retail Sales Floor Sales Volume Scheduling Inventory Customer Service Oriented Customer Service Greeting Payroll Merchandising Visual Merchandising Retail Marketing Coaching Budgets Problem-Solving Strong Communication Skills Documentation Retail Sales Retail Industry Recruiting Staffing Quality Assurance Time Management Multitasking Auditing Reporting Skills Resolve Customer Issues Claims Processing Centralized Operations/Management Analysis Skills File Management Retail Management Policy Development Revenue Growth Customer Support/Service Corporate Policies Human Resources Operations Processes Payroll Management Problem Solving Skills Schedule Development Team Lead/Manager Profit & Loss Budgeting Sales Performance Management Mentoring

HONORS & AWARDS

Recognized and rewarded outstanding work performance to cultivate a positive and collaborative LANGUAGES

English - Fluent

Contact this candidate