Tiffany Beroit Email & Phone Number

Houston, Texas Area

• Develop and execute comprehensive training efforts based on project or topic specifications• Coordinate and lead training programs (outsourced or in-house) for on-boarding of new associates• Collaborate with divisions within Operations to develop and customize training programs for their groups •. Write company orientation manuals and procedures for the Customer Service Department • Identifies group and individual training needs as well as develop training plans and programs designed to address business needs• Responsible for ensuring agents are knowledgeable in all aspects of company products/services, billing, enrollment systems, guidelines & business rules. • Mentor, coach, and evaluate new hire’s progress including skills assessments, call listening• Proven ability to complete full training cycle (assess needs, plan, develop, coordinate, monitor and evaluate).• Actively seek ongoing skill development (i.e., participating and conducting skill classes, cross-training, etc.)• Assess instructional effectiveness and summarize evaluation reports to determine the impact of training through KPIs assessed in training.• Develop assessments and surveys to measure learner outcome which pinpoint areas of opportunity for future trainings

Houston, Texas Area

• Provided coaching, training, feedback and development of quality performance for consultants through training tutorials • Evaluted the quality of inbound/outbound calls to ensure consistent quality of service within the call center• Formulated new Quality Assurance Guidelines and Score Form for Operations Department • Conducted weekly monitoring reviews for consultants • Instructed new hire welcoming sessions • Produced quality reports for management team • Implemented initiatives to improve QA performance

Houston, Texas Area

• Corresponded with customers via email and chat• Evaluated and approved customer documentation for positive identification, switch hold, deed/lease agreements• Investigated Public Utility Commission complaints• Approved and procesed deposit waiver considerations for potential customers• Responsible for administrative duties for the collections department including, but not limited to mail merges, notice generation and dunning history for accountsBilling/Transaction Analyst• Investigated and resolved billing disputes by analyzing transactions and consumption, submitting MarkeTraks to the utility companies and communicated conclusions to customers• Utilized knowledge of Utilisense, Transmission and Distribution Service Providers (TDSP) operations, and Public Utility Commissions rules to effectively resolve issues• Analyzed rejection/exception codes and completed the processing of enrollments and disconnections• Maintained accurate logs of all pending billing issues

Houston, Texas (Medical Center)

Houston, Tx

• Troubleshooted with field technicians regarding building fire/security systems• Assisted callers with account resolutions and monitoring system inquires Quality Assurance Analyst• Conducted weekly call audits of consultants for coaching and development• Implemented new processes/procedures to improve existing QA format• Provided coaching and development for new department goals

Houston, Texas Area

• Responded to 50+ customer calls daily from 3 toll free hotlines and 3 email accounts• Organized and maintained warranty damage and small claims files, customer letter files, compliment letters and processed Attorney General letters• Analyzed cases with field staff providing assessment, evaluation and recommendationsQuality Assurance Analyst • Sustained new Quality Assurance processes and procedures for customer care department• Provided coaching and development for new department goals• Generated quality reports for management team

Houston, Texas Area

• Evaluated the quality of inbound/outbound calls in order to ensure consistent quality of service within the call center• Conducted monthly monitoring reviews for consultants • Responsible for ongoing coaching and development of quality performance for consultants through training tutorials• Researched audits and investigated calls; providing results in a timely manner• Provided new hire welcoming sessions• Generated quality reports for management team• Implemented initiatives to improve QA performanceCustomer Care Consultant• Responsible for managing resolutions for incoming calls, including, but not limited to billing questions, new enrollments, transfer or discontinuance of services