Customer Service Support
Resume:
TIFFANY L. COX
Houston, TX *****
**************@*****.***
PROFILE:
●Offering over 15 years of customer support and client relations experience.
●Bring a “can-do” attitude to the workplace. Characterized as “giving the very best” on the job.
●Understand and appreciate other cultures; work well with a broad spectrum of people.
●Aggressively pursue corporate goals; exercise prudent judgment; make timely decisions; effectively manage multiple tasks concurrently.
●Proven records of excellent customer service skills with recommendations from account holders.
●Offering strong leaderships and ability to communicate excellent in verbal and written aspects.
EDUCATION: Lone Star College – 2012 to Present
Remington College – 2008 to 2009
Kashmere Senior High School – 1998 to 2002
SKILLS:
●Microsoft Word, Excel, PowerPoint, and Outlook, Office
●Windows 10
●SharePoint
●10 Key Touch
●SAP
●Lotus Notes
●Sage
●Salesforce
●CRM
EMPLOYMENT HISTORY:
December 2019 to January 2022 BAKER RIPLEY
CASE MANAGER
●Provide customer service assistance to individuals seeking aid related to disaster recovery
●Assisted those experiencing long-term effects of Hurricane Harvey
●Assisted with locating rental assistance, financial assistance, and more
●Scheduling and conducting interviews with potential applicants to determine eligibility for participating residents.
●Verifying all cases assigned has all required documents for approval process.
●Uploading all received documents into Salesforce platform and making notations for any work done on cases.
●Advocating available resources available through out the community by making door to door meet and greets, and promoting during community events.
May 2017 to November 2019 O'ROURKE PETROLEUM
OUTSIDE SALES SUPPORT SPECIALIST
●Monitor and maintain the department email box.
●Assist sales team with new account setups, tax documents and account status.
●Assist sales team and consumers with placing fuel delivery requests.
●Input orders into the system and creating delivery tickets.
●Working with dispatch to confirm availability for priority orders.
●Provide consumers with updated ETA.
●Research 3rd party vendors to assist with deliveries outside of the coverage area.
●Negotiate pricing with vendors to ensure the company margin is met.
●Match and price all paperwork received from deliveries made and forward to billing for invoicing.
●Utilize DTN to provide updated pull points on an hourly basis if pricing changes occur.
●Verify daily paperwork sent to billing was invoiced in a timely manner.
●Process and prepare 3rd party vendor packets.
●Verify and calculate the profitability margins on 3rd party carrier loads.
●Create and provide consumers with proposed invoices for PO requests.
●Maintain Concur system processing invoices from 3rd party vendors and forwarding to Accounts Payable for payment.
●Sort delivery tickets via territory (West Texas, South Texas, Tyler, Houston/Beaumont, and Oklahoma).
●Rotating on call duties once a week/one weekend out the month handling after hour orders via phone and email.
●Receive and process new credit applications (verifying all necessary documents are received).
●Create credit file, process D & B report, and verify tax ID.
●Track and monitor credit applications received daily via Credit log.
●Create KPI’s report on a monthly basis prior to Management monthly meeting.
●Confirm fuel tax exemptions via web if copy not available.
●Create new accounts for approved credit applications with an assigned limit Sage.
●Setup all taxes state and out of state for new and updating existing accounts.
●Email assigned sales rep approval information including limit, terms, and account number.
●Alphabetize and file all credit files completed.
●Create a credit review summary based on D & B reports and financials.
●Add necessary credit memos to accounts if the customer requires any special billing instructions.
April 2010 to May 2017 CONVERGENT OUTSOURCING
ACCOUNT MANAGER
●Run consumer/business credit reports to determine the repayment ability.
●Assist consumers with account reconciliation.
●Assist consumers with making payments on pass due accounts and payment arrangements.
●Providing consumers with billing ledgers, invoices, and account statements.
●Taking a high volume of calls 300+.
●Documenting account accordingly, updating daily, following up with consumers.
●Making outbound collection efforts.
●Deliver world class customer service and build customer satisfaction and loyalty.
●Mentor new hires with learning system, tracking fees, crosstalk’s, policies and procedures.
●Practice all laws required by FDCPA.
●Track team goals and maintain daily board totals.
●Maintain Quality Assurance goals of 95% or higher.
●Run Khope campaigns and launch calls to available agents.
●Run and maintain Synchrony new business accounts on special reports.
●Knowledge of all procedures and policies for specific clients.
September 2006 to October 2007 DHL EXPRESS
CUSTOMER SERVICE REPRESENTATIVE
●Specialized International Representative
●Tracking and research specialist for lost or delayed shipments.
●Assist National Account Clients with billings adjustments and account services.
●Assist customers with scheduling pickups and deliveries of shipments.
●Opening and establishing new accounts and upselling additional services.
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