Tiffany D. Frost
Conway
Summary
Energetic and detail-oriented individual with natural ability to analyze and interpret data efficiently. Possesses foundational knowledge of instructional design and curriculum development, coupled with strong analytical and problem-solving skills. Aims to enhance training programs and drive positive organizational outcomes.
Overview
19
19
years of professional experience
Work History
Customer Solutions Rep- Collector
Ally Financial
07.2023 - Current
- Work closely with clients to understand their reason for delinquency and current financial situation to gain commitments for past due payments
- Offer suitable alternatives, in addition to explaining consequences of delinquency to customers in the attempt to resolve delinquency
- Document all accounts accurately, clearly, and concisely noting the reason for hardship and potential repossession loss, as well as adhere to all state and federal laws in the handling of accounts
- Demonstrate commitment to serving customer needs with the ability to problem solve or escalate special circumstance efficiently and with insight
- Respond to customer inquiries via telephone, Shaw workflows, and/or e-mails within an established time frame
- Improved team morale by actively participating in team-building activities and offering constructive feedback during meetings.
- Collaborated with team members to optimize workflow processes, increasing productivity and enhancing customer experience.
Cashier/Sales Associate
Bath and Body Works
03.2019 - Current
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
- Assisted new employees in onboarding and display resets
- Assisted with closing; such as counting till, cleaning, straightening products
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Locate merchandise in the backroom (stockroom / warehouse) of stores in order to place product on the floor
- Resetting displays or product areas based on the needs of the business; This could include the full remodel of a section and / or placing new product and shifting current product to a new home on the shelf
Virtual/Outside Field Adjuster
Allstate Insurance
04.2022 - 02.2023
- Handling property claims virtually or traveling to loss sites that have been damaged by fire, water, weather, and accidental damages
- Conduct detailed inspections (including taking pictures and drawing) of the property
- Write estimates using xactimate to capture the extent of damages
- Review policies and decide how coverage is applied and provide detailed explanation of both policy and estimate
- Negotiate claim settlements and complete payments
- Determined if claim was fraudulent and reported to underwriting
Customer Service Representative (Customer Loyalty Group)
AT&T Mobility
08.2008 - 04.2022
- Educate customers on benefits to keeping AT&T cell phone service/cancelled accounts
- Explain customer's bills and made changes to their accounts to better assist with customer's needs
- Trouble-shoot minor cell phone problems
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Smart Chat Representative (Subject Matter Expert)
AT&T Mobility
08.2008 - 04.2022
- Assisted my fellow co-workers (300 people) in a chat-based setting to create resolutions for their customers issues/de-escalating calls
- Spoke with escalated customer's when they request management for resolution
Assistant Manager (Rotational Position)
AT&T Mobility
08.2015 - 10.2021
- Assist a specific manager in aiding their team to exceed the company's statistical goals
- Present team meetings and conduct certain training in manager's absence
- Pass down skills to aid in assisting my team to excel in areas they were/are not meeting
- Assisted in onboarding new employees during their transition period for their first time taking calls
- Duties included teaching proper call handing and navigating systems to locate answers to resolve customers problems
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
HR Intern
DSI Acquisitions, Inc.
06.2008 - 08.2008
- Used specialty systems to locate and seek out possible new employees
- Set up interview appointment for new employees
- Aided in the interviewing process, conducting in person and telephone interviews
- Performed administrative and clerical duties
Office Staff
Survey Research Center
09.2005 - 05.2008
- Performed administrative and secretarial duties
- Aided in the management of new/applying employees and their orientation
- Worked in groups to get thousands of letters stuffed and mailed out
- Performed telephone surveys, and did data entry thereafter
- Assisted administration in finalizing reports; adding tables to appendices, and was given increased responsibilities in recognition for a job well done
Education
Master's of Industrial/Organizational Psychology - Industrial/Organizational Psychology
The Chicago School of Professional Psychology
Chicago, IL05-2026
Bachelor of Arts - Psychology
University of Arkansas
Fayetteville, AR08.2009
Skills
- Organization
- Customer assistance
- Listening skills
- Training and mentoring
- Team motivation
- Follow-up skills
- Written and verbal communication
Timeline
Customer Solutions Rep- Collector
Ally Financial
07.2023 - Current
Virtual/Outside Field Adjuster
Allstate Insurance
04.2022 - 02.2023
Cashier/Sales Associate
Bath and Body Works
03.2019 - Current
Assistant Manager (Rotational Position)
AT&T Mobility
08.2015 - 10.2021
Customer Service Representative (Customer Loyalty Group)
AT&T Mobility
08.2008 - 04.2022
Smart Chat Representative (Subject Matter Expert)
AT&T Mobility
08.2008 - 04.2022
HR Intern
DSI Acquisitions, Inc.
06.2008 - 08.2008
Office Staff
Survey Research Center
09.2005 - 05.2008
Bachelor of Arts - Psychology
University of Arkansas
Master's of Industrial/Organizational Psychology - Industrial/Organizational Psychology
The Chicago School of Professional Psychology
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