Tiffany Richardson

Experience

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  AT&T Mobility

  Oct 2007 - now

  Summary: Successfully completed the AT&T Mobility “Management in Training” program. Applied organizational policies and procedures, in addition to providing employee training and recommendations regarding resource decisions such as hiring, promoting, suggesting disciplinary action, or removing representatives from the company.Additional Duties• Develop documents to advertise various employee incentives around the call center.• Handle escalated customer calls and create plans to resolve issues.• Develop quality reports on performance metrics and individual representative statistics. • Conduct performance and attendance management and implement disciplinary practices as necessary.• Report bi-weekly payroll submissions directly to leadership.• Lead weekly empowerment huddles to motivate and encourage representatives. • Create Power Point presentations on call center performance metrics to discuss with the team. Show less Summary: Promoted from Small Business End User Care Specialist for exceptional performance and outstanding leadership shown in a caller center. Mentored representatives to help build system knowledge, system navigation, and troubleshooting skills. Served as the subject matter expert for representatives and team managers, in addition to training representatives how to de-escalate calls through the implementation of solid problem-solving and communication skills. Additional Duties• Performed side-by-side coaching with direct developmental feedback.• Conducted weekly empowerment huddles and composed Power Point presentations on different call center metrics involving reps performance in a call center.• Tracked and monitored daily interactions and ensured attendance standards and expectations were shared with employees.• Developed documents to advertise various employee incentives around the call center. Show less

  • Leader Intern Graduate

    May 2015 - now

  • Floor Supervisor

    Sept 2009 - May 2015

  • Customer Service Representative

    Oct 2007 - Sept 2009