Tiffany Tchir-Spence Email & Phone Number

Boynton Beach, Florida, Us

• Contribute to $18M in revenue by effectively managing 5 employees overseeing trainings, career development, and ensuring high level of customer service.• Develop new department to onboard, process, and resolve inbound cases for 200+ customers, achieving 100% customer satisfaction and 90% retention rate. • Design and implement a chat feature on website and portal trainings to improve customer satisfaction.• Create and process customer feedback surveys and develop referral system for customers, raising Google reviews from a 3.4 to 4.2 five-star rating in 5 months.• Present pitch deck to c-suite executives, projected to expand client account by 2,800 sites, projected to generate $2,000,000 in sales.• Analyze client experience reports and implement improved client experience strategies, which increases retention, drives trust, and contributes to revenue generation.

Boynton Beach, Florida, Us

With a focus on increasing revenue, I provided leadership and direction of client relationships, sales performance, and growth processes for an on-site IT service provider.Balance business objectives, customer needs, and service offerings to develop and grow customer base across variety of industries• Supervised 9 employees to ensure business objectives were met and revenue was sustained throughout COVID-19, exceeding forecasted metrics by generating $9.8M revenue in 2020.• Negotiated 200+ contracts with Fortune 500 companies through strategic relationship building and value add service guarantees, resulting in increased rates for 95% of contracts. • Spearheaded fulfillment engagements with clients, increasing revenue by $125,000 in 6 months.• Engaged with executive leaders to identify growth opportunities, develop relationship management strategies and create sales performance metrics.• Restructured division into two positions and structures sales processes, which increased revenue by 20%.• Implemented automated phone system, which reduced expenses by $195,000 and drove lead generation.• Adjusted service pricing and client communication protocols, which enhanced customers service experience and maintained profit targets without sacrificing client retention.• Established company goals for future financial success by evaluating new customer credit checks, forecasting, implementing terms and conditions, and ensuring profitability.

Boynton Beach, Florida, Us

In an effort to develop strategies for delivering consistent bottom-line results, I was tasked with managing team of sales professionals.• Directed team of 6 sales professionals developing strategies for delivering consistent bottom-line results. • Leveraged large projects and increased touch points with key target clients to drive revenue and customer retention, increasing revenue by $2.43M.• Constructed and implemented screening, hiring, and onboarding training processes to improve performance and maintain 90% employee retention rate.• Interfaced with 250+ target clients and stakeholders to build positive, productive relationships.• Created and implemented internal onboarding system, saving ~400 hours ($10K) in training time. • Developed customer approval tracking process, which standardized communication, improved measurement, and increased sales opportunities.• Collaborated cross-functionally with sales, account management, and project management teams to oversee customer lifecycle management.

Boynton Beach, Florida, Us

With a focus on increasing customer retention, I was entrusted with resolving customer cases, generating new business, and managing client accounts for an IT services firm.• Grew revenue $1.5M within first 8 months and $2.5M in first year by strategically re-establishing relationships with dormant accounts. • Enhanced standards and processes for managing, resolving, and tracking customer cases, which increased customer retention from 80% to 90%.• Resolved 50+ customer cases, generated new business, and managed client accounts. • Analyzed and enhanced CRM system to improve customer communication protocols.

New York, Ny, Us

In order to increase profitability for a clinical data software solutions company, I created strategic plans and developed and maintained relationships with customers.• Produced new business and upsell strategies through cold calls, marketing campaigns, and email, producing $1M+ in revenue.• Decreased onboarding time by four weeks and improved efficiency 50% by crafting standard operating procedures and providing new learning tools for new hires. • Exceeded quotas consistently by building and maintaining strategic relationships with 300+ customers.

In this role, I was charged with developing plans and growth strategies for a software-based communications services provider.• Coordinated with C-suite leaders to develop plan for reinstating, upselling, and upgrading customers with expired software, leading to $500,000 in reinstatement service agreements.• Drove lead generation initiatives by updating CRM system to qualify leads into new opportunities and proving feedback to marketing teams, increasing sales by $1.5M.

Newcastle Upon Tyne, Gb

Tiffany’s After School CareTitle: Owner *Self-started business *Assisted school aged children with after school pick up, homework, and athletics *Tracked daily, weekly, and monthly progression of every child/student * Assisted with academic, social, and sports improvement.