Executive Assistant & Customer Experience Leader

Tiffanie Messina

Executive Assistant • Operations Coordinator • Customer Experience Specialist

985-***-**** **************@*****.***

EXECUTIVE PROFILE

Dynamic and highly organized Executive Assistant with a proven track record of supporting senior leadership, managing mission critical operations, and elevating organizational efficiency. Recognized for exceptional judgment, proactive problem solving, and the ability to streamline workflows in fast paced environments. Delivers polished communication, high level coordination, and strong relationship management while maintaining discretion, accuracy, and professionalism. CORE COMPETENCIES

Executive Support: Complex Calendar Management • High Level Correspondence • Meeting Coordination • Discretion & Confidentiality

Operations Leadership: Workflow Optimization • Process Improvement • Cross Functional Communication

• Performance Tracking

Customer Excellence: Client Relations • High Volume Service • Issue Resolution • Service Quality Improvement

Technical Skills: Microsoft Office 365 • CRM Systems • Call Center Platforms • Spreadsheets • Documentation Tools

Strengths: Anticipating Needs • Multitasking • Prioritization • Analytical Thinking • Adaptability PROFESSIONAL EXPERIENCE

Executive Assistant — ECS Virtual Support

July 2021 – Oct 2025 - Managed executive calendars, communications, and daily operations, increasing workflow efficiency by 25%. - Responded to 60–90+ daily inquiries across phone, email, and chat with exceptional accuracy and professionalism. - Maintained a 95% customer satisfaction score, consistently strengthening customer trust and retention. - Reduced missed deadlines by 30% by implementing structured documentation and follow up systems. - Improved escalation resolution speed by 40% through proactive prioritization and streamlined processes. 1

Customer Service Representative — Microtell Inc.

Jan 2011 – Apr 2015 - Handled 80–120 inbound calls daily, consistently exceeding department service expectations. - Boosted first call resolution by 15% by building deep product knowledge and communication clarity. - Reduced average ticket resolution time by 20% through collaboration with technical support teams. - Increased department satisfaction scores by 12% through detailed documentation and reliable follow up.

Telecommunications Specialist — Rainbow Vacuum

Jan 2011 – Apr 2015 - Contributed to an 18% increase in revenue by delivering persuasive and informed customer engagement. - Enhanced call efficiency by 20% through optimized communication strategies. - Ranked in the top 10% of the team for consistent productivity and service quality. - Drove 10–15% higher conversion rates through effective product explanation and customer rapport. EDUCATION

Technical Support (Coursework)

Web Design (Coursework)

TECHNICAL PROFICIENCIES

Microsoft Office 365 • CRM Systems • VoIP/Call Center Platforms • Spreadsheets • Documentation Tools 2

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