Tiffany Lofton
Romeoville
Summary
Dynamic Customer Experience Team Lead with a proven track record at Waste Management, enhancing cross-functional collaboration and streamlining processes to boost efficiency. Skilled in coaching and mentoring, I excel in problem-solving and client advocacy, ensuring exceptional service delivery and increased customer loyalty.
Overview
11
11
years of professional experience
Work History
Customer Experience Team Lead
Waste Managment
05.2019 - Current
- Implemented quality assurance measures designed to catch errors before they reached customers, minimizing negative impacts on the user experience.
- Streamlined customer service processes, resulting in reduced wait times and increased efficiency.
- Played an instrumental role in launching new products or services by coordinating efforts across departments and ensuring seamless integration into existing customer support processes.
- Established communication protocols within the team, facilitating efficient information flow between departments.
- Enhanced cross-functional collaboration by working closely with sales, product management, and technical teams to resolve escalated issues quickly.
Customer Service Representative
Advanced Disposal
10.2017 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
First Advantage
02.2014 - 09.2017
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
High School Diploma -
Charles P Steinmetz
Chicago, IL06-1997
Skills
- Team management
- Coaching and mentoring
- Feedback delivery
- Client advocacy
- Customer service
- Problem-solving
- Problem-solving skills
- Calm and professional under pressure
- Team collaboration
- Organizational skills
Timeline
Customer Experience Team Lead
Waste Managment
05.2019 - Current
Customer Service Representative
Advanced Disposal
10.2017 - Current
Customer Service Representative
First Advantage
02.2014 - 09.2017
High School Diploma -
Charles P Steinmetz
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