Customer Service Support

Tiana Clay

Lawrenceville, GA *****

**********@*****.*** 404-***-****

Professional Summary

Accomplished and results-driven professional with a strong background in project management, leadership, and customer service across diverse industries, including healthcare, finance, and customer support. Proven ability to drive process improvements, enhance team performance, and implement strategic initiatives that optimize efficiency and profitability. Recognized for strong problem-solving, communication, and analytical skills in fast-paced environments. Core Competencies

● Project & Operations Management

● Strategic Planning & Execution

● Data Analysis & Reporting

● Process Improvement & Efficiency

● Leadership & Team Development

● Customer Experience & Retention

● Conflict Resolution & Coaching

● Performance Management

Professional Experience:

Supervisor (Hybrid)

Bakkt (RemX) – Atlanta, GA October 2022 – May 2025

● Serve as a subject matter expert on travel products, including Air, Car, and Hotel.

● Lead a team of customer service associates, providing coaching, mentorship, and performance evaluations.

● Conduct root cause analysis to identify issues and implement corrective actions.

● Develop and execute strategic initiatives to optimize team productivity and efficiency.

● Manage time and attendance, ensuring adherence to company policies and performance goals.

Call Center Supervisor (Remote)

Orkin Pest Control – Atlanta, GA January 2020 – October 2022

● Led and coached a team to meet and exceed quality and performance goals.

● Developed initiatives to enhance team motivation, engagement, and productivity.

● Monitored and analyzed key performance metrics, providing regular status updates to leadership.

● Conducted interviews, training, and performance reviews, ensuring alignment with company objectives.

Service Center Operations Manager (Hybrid))

Chime Solutions – Morrow, GA March 2018 - January 2020

● Led and supervised customer service teams, ensuring exceptional service delivery and operational efficiency across daily center activities.

● Oversaw workforce scheduling, resource allocation, and staffing to meet service level agreements (SLAs) and optimize productivity.

● Monitored key performance indicators (KPIs), prepared detailed reports, and analyzed data to drive continuous process improvements.

● Developed and executed strategic initiatives focused on enhancing employee retention, reducing turnover, and improving customer satisfaction.

● Implemented and managed performance management systems, providing coaching, feedback, and career development support for employees.

● Collaborated cross-functionally with senior leadership, HR, and training departments to align operational goals with company objectives.

● Ensured compliance with company policies, customer requirements, and regulatory standards, maintaining a high-quality service environment.

● Led initiatives to streamline workflows, reduce costs, and improve service delivery through process enhancements and operational best practices. Clinical Advocate Manager (Hybrid)

Altegra Health – Alpharetta, GA May 2013 – January 2018

● Led full-cycle recruitment efforts, hiring top talent across multiple departments.

● Spearheaded process improvements, optimizing hiring and onboarding strategies.

● Provided conflict resolution and coaching to enhance team performance and engagement.

Education:

Bachelor’s Degree in Psychology (In Progress – Expected Completion: TBD) Western Governors University – Remote

High School Diploma

Whites Creek High School – Whites Creek, TN

Technical & Professional Skills

● Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)

● Epic & Meditrax (Healthcare Systems)

● Data Analysis & Reporting Tools

● Payroll & Revenue Cycle Management

● Insurance Verification & Billing (CPT & ICD-10 Coding)

● CRM & Call Center Management Systems

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