8/14/2019 Tiffany Hawkins 2010 Resume

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TIFFANY N. HAWKINS1113 A. NORTH NOBLE ST CHICAGO, IL 60622

TELEPHONE 773-278-5864 CELLULAR 773-510-1121

EMAIL TIFFANYHAWKINS2003@YAHOO.COM

ObjectiveTo secure a position in the field of business management where my years of progressive experience in theindustry can add value to a company. Throughout my career, I have been a quick learner, and a self

starter. Although I work well independently, I am equally comfortable working as part of the team .

Work ExperienceCanopy Financial

Tier II Support Rep. October 2008November 2009 Assisted in preparing monthly SLA reports Completed maintenance requests, account audits and check research Responded to email inquiries concerning HSA questions, insurance and balance questions. Researched and resolved escalated issues within company 24 hour turn around time also follow up with

customers with additional support if needed.

Bank of America January 2005-July 2008

Customer Service & Sales Specialist II

Provide technical support on connectivity, navigation of software, browser and hardware Responds to e-mail inquiries Identifies customer financial needs, cross-sells bank products and services, Met qualitative performance standards via remote monitors and quantitative performance standards though

statistical work production Served as acting supervisor on the weekends responsible for taking Escalated Calls from agents. Answering any questions from the agents pertaining to guidelines and procedures. Monitor the Departments Service Level and ensure agents are in a Ready Status. Send an overview e-mail at the end of the shift to all of the Team Leads and giving full detail of Service

Level and Attendance, and any system issues during that shift Demonstrates excellent teamwork, professionalism, integrity and respect by complying with all company

policy and procedures

Exhibit exceptional oral and written communication skills through providing complete service on everycall.

Telesight Inc. September 1999-December 2004

Interviewer /Mentor Conducted customer satisfactory surveys in a manner that exceeds company quota by 70 to 80% weekly. Develop great communication, listening and problem solving skills by interacting with many different on

phone personalities.

Enhance leadership skill by training new employees in a procedure that allowed the company to produce ata more effective level.

EducationDeVry UniversityBachelors of Science in Business Administration Graduation Date: June2004

Technical skills

Proficient on IBM and Hewlett Packard computers Proficient on Microsoft Windows 95, 98, 2000, Me and XP Proficient on Microsoft Word Excel, Access, PowerPoint and FrontPage.

References available upon request