Tiffani Doyle

Experience

• 

  Brooklyn Public Library

  Jan 2003 - Jan 2016

  • Promoted to the Senior Help Desk Analyst position following an outstanding performance as a Help Desk Analyst and taking on multiple projects with successful deliveries.• Collaborating with senior management to evaluate business needs, define IT metrics and goals, and implement cost-effective technology solutions.• Ensuring timely and within-budget delivery of IT projects by leading requirements gathering, defining project scope, and distributing tasks while negotiating for the most cost-efficient solution.• Improved quality of service by analyzing escalated cases to identify potential issues and areas for future training or systems development opportunities.• Leveraged conflict management skills in improving first-call-resolution rates as well as for unified team performance through internal conflict resolution. Show less • Maintained a high-volume workload within a fast-paced environment, while providing technical intra-organizational support, maintaining world-class service levels, and consistently meeting and exceeding performance benchmarks. • Exceptionally resourceful in resolving issues and finding in-depth information to help with complex incidents, while immediately identifying when escalation is required. • Built excellent professional relationships with end-users, ensuring every interaction is a positive & and fruitful one. Show less • Excelled at First Call Resolution rates by utilizing extraordinary listening skills to determine the nature of the call, reflect it to the user, and address their inquiries clearly and precisely. • Improved customer experience by developing a training curriculum for library customers that covers various Microsoft Office Suite apps and basic computer skills. • Enhanced customer engagement by creating the “Train The Trainer” program, equipping the library staff with tools to better engage with customers with limited computer knowledge. • Reduced repeat tickets by supervising and conducting group and 1-on-1 training sessions and workshops on all internal systems, applications, devices, and internal processes for part-time staff. Show less

  • Senior Help Desk Analyst

    Jan 2015 - Jan 2016

  • Help Desk Analyst

    Jan 2012 - Jan 2015

  • Technology Resource Specialist

    Jan 2003 - Jan 2012
• 

  Brooklyn Public Library

  Apr 2016 - now

  • Promoted to the Call Center Manager position following a consistent, years-long demonstration of influential leadership alongside consistent top-notch performance.• Planned, Developed, and executed the successful launch of the newly established Call Center, while facilitating the migration of obsolete telephone reference operations.• Cut abandoned call rate by 90%, and improved call per hour rate by 98%, by developing and implementing service quality metrics and Service Level Agreement.• Leading and inspiring team members by providing hands-on guidance, evaluating performance, and delivering actionable, one-on-one feedback and group training. Show less • Leveraging negotiation skills in acting as a Department Liaison and Organization Culture & Engagement Project Manager & Coordinator to support DEI and various special projects. • Providing end-to-end coordination of various-scale events, including planning and managing off-site team-building events and liaising between the organization and 3rd party stakeholders.• Influencing corporate culture by developing and implementing strategies and programs to establish trust between the organization and its employees. • Improving DEI efforts by organizing, promoting, and moderating the first company-wide 3-part event that brought together employees of all levels with senior management. • Assisted in establishing a platform for leadership and learning, which eventually produced the organization's first DEI council. • Leading and supporting procedure and process improvement projects, including gap identification and complementary training up to project delivery. Show less

  • Manager of Operations, Information Technology Call Center

    May 2016 - now

  • Department Liaison, Organization Culture & Engagement and Special Projects Manager

    Apr 2016 - now