Customer Service Technical Support

Tiffanei Greenfield

**** ****** **** **. ***. ***, Houston, TX 77090 • 346-***-**** • ********.****@*****.***

Professional Summary

Customer Service Specialist with over 20 years of experience providing exceptional service and resolving complex issues. Proven track record of success in customer relationship management, conflict resolution, and technical support. Highly skilled in leveraging communication, problem-solving, and technical expertise to improve customer satisfaction and operational efficiency. Proficient in managing multiple priorities in fast-paced environments.

Professional Experience

Customer Success Coordinator

Brook Furniture Rental – Lake Forest, IL (Remote) March 2022 – August 2023

• Served as the central point of contact for drivers, troubleshooting operational challenges and resolving escalated issues.

• Proactively identified and addressed customer concerns, analyzing root causes and implementing effective solutions.

• Collaborated with internal departments to ensure seamless operations and enhance the customer experience.

• Maintained accurate and detailed records of customer interactions and operational activities.

• Delivered exceptional service, consistently meeting key performance indicators (KPIs) for response time and issue resolution.

Commercial Technical Support Specialist

Charter Communications – Charlotte, NC December 2018 – December 2019

• Delivered multichannel support to customers, addressing technical and account-related inquiries.

• Utilized advanced diagnostic tools to troubleshoot and resolve issues with minimal downtime.

• Communicated complex technical solutions in a clear, customer-friendly manner.

• Consistently met or exceeded metrics, including first-call resolution and customer satisfaction scores.

Transportation Security Officer

Department of Homeland Security – Arlington, VA March 2006 – September 2017

• Provided top-tier customer service while ensuring compliance with safety protocols and regulations.

• Utilized advanced detection equipment to ensure the security of passengers and airport facilities.

• Supervised team operations, providing training and support to enhance service quality and efficiency.

Copy Center Specialist / Customer Service Representative

Staples – Herndon, VA November 2001 – February 2011

• Provided tailored solutions for customer printing needs, ensuring professional-quality results.

• Operated and maintained high-volume production equipment, troubleshooting issues to minimize disruptions.

• Delivered excellent service, building strong customer relationships and earning repeat business.

Core Competencies

• Customer Relationship Management

• Problem Resolution & Escalations

• Technical Troubleshooting

• Process Improvement

• Communication & Collaboration

• Service-Level Agreement (SLA) Adherence

• Time Management & Organization

• Multichannel Support (Phone, Email, Chat)

Technical Skills

• Proficient in Microsoft Word, Excel, and Outlook

• Experienced in CRM software and ticketing systems

• Knowledge of network connectivity troubleshooting and software maintenance

• Skilled in multichannel support tools (phone, email, chat platforms)

Education

Associate of Arts (In Progress)

Central Piedmont Community College – Charlotte, NC

Information Technology Systems Administrator Certificate (July 2018)

My Computer Career – Charlotte, NC

High School Diploma (June 2002)

Mount Vernon High School – Alexandria, VA

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