Tiffany Gray

Charlotte, NC *****

adt99r@r.postjobfree.com

+1-757-***-****

Polished, professional customer service, administrative and technical associate offering 10+ years of experience providing customer and administrative support in busy call center environments for public utility and insurance industry employers. An unwavering commitment to customer Service, with the ability to build productive relationships, resolve complex issues and win customer loyalty Strategic Relationship Partnership-building skills -- listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win win outcomes. Authorized to work in the US for any employer

Work Experience

Client Service Representative

Vanguard - Charlotte, NC

August 2022 to November 2022

Creating long term relationships with clients. Resolving any issues that may arise and ensuring that clients are satisfied with our services, all while providing stellar customer service and meeting company required metrics.

Contractor-Client Relations

Randstad - Charlotte, NC

February 2022 to August 2022

Creating long term relationships with clients. Resolving any issues that may arise and ensuring that clients are satisfied with our services, all while providing stellar customer service and meeting company required metrics.

Technical Support Specialist

Spectrum - Charlotte, NC

April 2021 to January 2022

Small Business Technical and Repair Consultant

Coordinated with Level 1 technical support specialists to take over calls outside their level of support. Assisted customers with more difficult technical issues requiring a greater level of personalized care and in greater length.

Escalated support desk tickets to Level 3 in the most crucial circumstances and after considerable time had been spent on a single ticket. Achieving and resolving 99.2% of Level 2 tech support tickets without needing to escalate to Level 3 tech support engineers. Customer Sales and Solutions Consultant

Verizon - Newport News, VA

October 2016 to March 2021

Perform variety of activities in support of functional areas such as finance, account management for business/technical consumers. Gathers, collects, records, tracks and verifies data and information for consumer accounts. Compiles, reviews and analyzes data provided by the consumer to ensure they have been right fitted for the services rendered. Use of software for functional strategic areas of focus to enhance workflow. Provides data and information to others on functional unit processes and procedures. Customer Service and Sales Representative

Ibex Global - Hampton, VA

August 2013 to October 2016

Handle customer inquiries, complaints, billing questions and payment extension service requests, Calm angry callers, repair trust, locate resources for problem resolution and design best option solutions, Interface daily with internal partners in accounting, field services, new business, operations and consumer affairs divisions.

Key Accomplishments: Managed a high volume workload within a deadline-driven environment. Resolved an average of 550 inquiries in any given week and consistently met performance benchmarks in all areas

(speed, accuracy, Volume),

Became the lead goto person for new reps and particularly challenging calls as one of the company's primary mentors trainers of both new and established employees. Helped company attain the highest customer service ratings (as determined by external auditors) -- earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness, Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.

Completed Voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity.

Achieved experience with AT&T Pace Program which was the Small Business Program under AT&T, in which I not only was a representative but also was chosen to be a mentor to existing employees and mentor in the training department. With the work and dedication that I showed I was promoted to work and gain experience with the back office team. Gaining experience in imputing sales in sales tallies, validating sales, processing orders that had errors and correcting them as well, All while still mentoring when needed. Once the pace program ended I became a representative in SE sales dept where I utilize all of my experience to better assist the customers and help my peers when needed. Once again showing hard work and dedication I was promoted to become Lead Mentor then Promoted to become an Assistant Trainer. While assisting the Training Dept I gave ideas on having a successful payroll team and drafted to become a Payroll SME (Special Matter Expert) as well as becoming Certified as an Trainer. With in my time with Ibex I have gained the privilege and knowledge of 3 different campaigns and looking forward to gain more and new experiences.

Education

Some College in Business Management

Bryant & Stratton College-Online - Newport News, VA October 2017 to January 2018

High school diploma in Academic

Norfolk Prep High School - Norfolk, VA

September 1999 to January 2000

Skills

• Technical Support

• Order Entry

• Help Desk

• Process Improvement

• Computer Networking

• Active Directory

• Account Management

• Troubleshooting

• PeopleSoft

• SharePoint

• ServiceNow

• Scripting

• LAN

• Filing

• DHCP

• Customer support

• CRM software

Certifications and Licenses

Customer Service

January 2018 to Present

Assessments

Basic computer skills — Highly Proficient

December 2021

Performing basic computer operations and troubleshooting common problems Full results: Highly Proficient

Technical support: Customer situations — Highly Proficient December 2021

Responding to technical support situations with sensitivity Full results: Highly Proficient

Customer focus & orientation — Highly Proficient

December 2021

Responding to customer situations with sensitivity Full results: Highly Proficient

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

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