Tiffany Metcalfe
Dynamic Customer Service Representative
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About
Dynamic Customer Service Representative with 25 years of experience in delivering exceptional customer satisfaction and retention. Proven track record in resolving customer complaints, managing high-volume inquiries/calls, and improving company profits through effective service and sales techniques. Seeking to leverage strong communication and administrative skills in a Customer Service Representative role.
Experience
Toll Collector/Call Taker - Illinois State Toll Highway Authority - Remote/WFH
(2020-06 - 2024-09)
- Handled incoming calls and place outgoing as needed of the customer, per management
- Assisted customers who could not log into their online accounts
- Added and removed payment methods per customer requests
- Processed invoices for overdue tolls and accounts
- Exceeded quantitative metrics on customer satisfaction, retention, and inquiry volume.
- Increased company profit by collecting past fines on existing accounts through effectively customer service and training techniques.
- Maintained detailed records of customer interactions, transactions, and comments for future reference.
- Triaged incoming calls and escalated when necessary, reducing average time and to accomplish first call resolution
Toll Collector - Illinois State Toll Highway Authority
(2015-07 - 2020-03)
- Collected tolls according to vehicle class
- Assisted lost customers with directions and provided change for upcoming tolls
- Assisted customers with stalled vehicles in the lanes to safely await the HELP truck
- Delivered courteous and professional customer service while accurately collecting tolls and processing payments through cash, credit cards, or EZ-Pass transponders.
- Ensured transaction accuracy by systematically verifying receipts against daily logs using computerized toll collection systems
Customer Service Manager - MB Financial Bank, NA - Oak Forest, IL
(2012-04 - 2015-06)
- Delivered outstanding customer service, significantly enhancing customer satisfaction levels.
- Developed and implemented strategies to improve the customer service experience.
- Analyzed customer feedback and complaints, identifying key areas for process improvement in customer service.
Education
General Educational Development - General Education - Olive Harvey College (1996-05)
