Tiffany Long Email and Phone Number
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With over 2.5 years of experience as a Manager of Digital and Automation at EarthLink Internet, I led 3 centers for sales and customer service chat and SMS, both internal and partner based. I managed and strategized the overall customer facing chatbot experience, ensuring high deflection rate, customer satisfaction, and first contact resolution.My mission now heading up our Automated Solution strategy will be dedicated to bringing the right technology, AI focused agent/customer experience, and seamless customer journey using voice and chat bots with NLP.
Tech Stack Advising
View- Website:
- techstackadvising.com
- Employees:
- 6
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Program Director And Sr. ConsultantTech Stack AdvisingCumming, Ga, Us
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Senior Manager Omni Channel OperationsEarthlink Aug 2023 - Present -
Lead Digital & Automated SolutionsEarthlink Oct 2021 - PresentAtlanta, Georgia, United States
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Lead Digital OperationsEarthlink Internet Oct 2021 - Oct 2024Atlanta, Georgia, United States- Lead 3 Centers both internal and partner based centers for Sales and Customer Service Chat and SMS. Drive performance, support and remove roadblocks, and ensure accountability through contractual metrics and KPI and a balanced scorecard.- Manage and strategize overall customer facing chatbot experience. Responsible for deflection rate, customer experience, and FCR- Ensure agents are fully equipped with all needed chat systems and resources needed. Develop Agent AI content and flows for improving overall efficiencies. Manager vendor relationships for technology utilization. - Responsible for Chat Strategy and Processes. Utilize customer insights and KPI management to drive business decisions that are needed with the chat department.
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Senior Technology AnalystVerizon Wireless Apr 2018 - Oct 2021Alpharetta, Georgia, United StatesOver the past 12 years I have been working within Verizon starting in retail, then moving into business and small government support. Over the past 4 years, I have been focused on Chat and Digital Automation on our national operations in business support. My biggest accomplishments were supporting our chatbot launch and maintaining it over a 4 year period through training, creating functional and engaging transactions. In 2020, I migrated our Chat program into a messaging platform with LivePerson. -
Small Business And Government CoordinatorVerizon Wireless Jul 2014 - Apr 2018Hilliard, Ohio• Year to date leading performance of 95% in rep NPS• Attending leader lead training, teaching training to my team• Creating weekly meeting agenda, then assisting with conducting team meetings- January team had 1 person leading, then went to 4 people leading in February out of 10. We went from 6 team members developing to currently 2 members developing as results from focusing on key metrics each week and giving tools and resources in improving on targeted areas• Create materials and resources for team to help improve performance • Team caption for group contest, responsible for conducting team huddles and performance of teams accessory sales
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Sales RepresentativeVerizon Wireless Jul 2011 - Jul 2014Ohio• Maintaining sales quota while providing excellent customer service • Assisted in training new hires, responsible for their development and understanding of job position• Team Lead for business sales for store, would provide team with weekly calls due at end of week, responsible for assisting team close any business deals done in store location• Coaching and developing team for performance that I was responsible for • Key holder job title- duties would include opening and closing store, assigning registers, tear down and set up of store, handling money orders, deposits, store inventory, processing store transfers• Wireless workshop representative- set dates of workshops, would hold 2 hour wireless workshop trainings for consumers twice a month, responsible of training materials and resources for customers and co-workers
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TechnicianFlextronics Aug 2009 - Jul 2011Lima, Ohio Area• Assisted customers with technical service on devices, customer services, and sales transactions• Ensure all computers and cellbrite machines were upgraded on correct software• Upgrading devices on software and troubleshooting devices • Educating customers on device functions and simple set up on new devices
Tiffany Long Skills
Tiffany Long Education Details
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Business Administration And Management, General -
Wapakoneta, Ohio12Th -
11Th
Frequently Asked Questions about Tiffany Long
What company does Tiffany Long work for?
Tiffany Long works for Tech Stack Advising
What is Tiffany Long's role at the current company?
Tiffany Long's current role is Program Director and Sr. Consultant.
What is Tiffany Long's email address?
Tiffany Long's email address is ti****@****ess.com
What is Tiffany Long's direct phone number?
Tiffany Long's direct phone number is (252)-442*****
What schools did Tiffany Long attend?
Tiffany Long attended University Of Phoenix, Wapakoneta, Ohio, Apollo Career Center.
What skills is Tiffany Long known for?
Tiffany Long has skills like Leadership, Customer Experience, Solution Selling, Team Building, Sales Process, Account Management, Sales, Sales Operations, Customer Satisfaction, Telecommunications, Team Leadership, Sales Management.
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Tiffany Long
Strategic Change Leader | Managing Director | Expert In Organizational Performance & Change Management | Driving Growth Through InnovationChattanooga, Tn -
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