Tiffany Fleming
Philadelphia
Summary
Results-driven professional with a track record of establishing effective business relationships to enhance communication between customers and the company. Developed a customized order entry process that improved accuracy and on-time delivery. Consistently surpassed colleagues in serving customers within high-pressure environments while delivering exceptional customer service.
Overview
24
24
years of professional experience
Work History
JG Wentworth
Client Services Inc.
King of Prussia
11.2022 - Current
- Achieved high customer satisfaction by resolving issues with knowledgeable and friendly service.
- Serve as the main point of contact for client inquiries, meetings, and ongoing communications.
- Facilitate new client setups, configure accounts, and guide them through their initial integration period.
- Investigate complaints, troubleshoot problems, and collaborate with internal departments (e.g., IT, accounting, production) to implement solutions.
- Monitor client satisfaction metrics (such as NPS or CSAT) and proactively check in on the client experience.
- Implemented innovative ideas and solutions that improved team performance and outcomes.
- Collaborated with diverse coworkers to meet goals and resolve product and service issues.
- Documentation & Reporting: Maintain accurate client records, process transactions, and generate performance reports
- Managed multiple projects simultaneously
- Participated in welcome call initiatives
- Assisted in A&S department operations
- Conducted research on relevant information
- My ability is to give each client the best version of myself and make sure first call resolution.
Remote Customer Service Representative/Skip Tracer/ collections
TSI - Transworld System, Inc
Fort Washington
10.2021 - 10.2024
- Managed the organization's financial aspects, including risk management, cash management, investment decisions, and financial planning.
- Proactively identified potential problems and compliance issues, maximizing client satisfaction and fostering relationship expansion.
- Identified suitable products and services for customers while working as a remote agent for the treasury department.
- Ability to support customers in navigating Treasury Management products inclusive of all online platforms.
- Conducted skip tracing to locate debtors who relocated to avoid legal responsibilities, utilizing public records and personal contacts for information verification.
- The skip-tracing process involves verifying a debtor's information, searching public records and contacting people who know the debtor.
Bank Mortgage Processor/ Tax Preparation/Data Entry /Payment Processor
CENLAR FSB
Ewing
01.2013 - 10.2022
- Entered data accurately into systems
- Process mortgage payments
- Setup ACH/ Research Payments /Failed Payments/ ETC.
- Audit account/Review and Response to Presidential Complaints
- Conducted research for departmental projects
- Answer customer telephone inquiries professionally and courteously
- Researched and resolved customer issues through in-depth analysis and follow-up.
- Assisted departments by providing comprehensive loan information, including histories, notes, and correspondence from servicing systems.
- Conducted loan research to assist internal customers
- Completed tax preparation for over 30 returns each season across two seasons of experience.
- Prior tax preparation experience in a tax practice or retail setting
Dispatcher
NURISYSTEM
Horsham
01.2012 - 12.2013
- Set up meeting / arrange meeting
- Coordinated daily dispatch operations for efficient service delivery.
- Managed communication between drivers and clients for timely updates.
- Scheduled and assigned routes to optimize transportation logistics.
High Customer Service Collecting Agent
NCO Financial Systems Inc
Horsham
01.2010 - 12.2012
- Answer phones and respond to customer requests.
- Identify, research, and resolve customer issues using the computer system (Lexis Nexis)
- Working accounts for company's such as Progressive Insurance, PNC Bank, Capital One, Verizon, Sprint, etc.
- Handled over 210 customer calls daily
- Working accounts for companies such as Progressive Insurance, PNC Bank, Capital One, Verizon, Sprint, etc.
- Compiled detailed call logs and reports to track customer interactions.
- Identified and documented trends in customer calls for supervisor review
Customer Service/ Collections Rep
Chrysler Financial
Chalfont
01.2008 - 12.2010
- Answered phones and responded to customer requests, ensuring timely assistance.
- Provide customers with product and service information.
- Sell product and place customer orders in computer system.
- Transferred customer calls to the appropriate department for effective handling. to appropriate staff.
- Transferred customer calls to appropriate staff, facilitating efficient problem resolution.
- Follow-up on customer inquiries not immediately resolved.
- Investigated billing discrepancies to ensure accurate customer accounts..
- Examined misapplied payments to rectify errors in customer accounts..
- Recognize, document and alert the supervisor of trends in Customer calls.
- Suggested process improvements to enhance customer service efficiency.
Customer Service
Air Tran Airways
Philadelphia
01.2007 - 12.2008
- Demonstrated customer service skills and passion for providing caring customer service to enhance customer satisfaction.
- Displayed a consistently positive disposition while interacting with customers and colleagues.
- Took personal responsibility for resolving customer concerns promptly and effectively.
- Maintained positive disposition and professional attitude to foster a welcoming environment.
- Worked both indoors and outdoors, demonstrating strength and stamina by standing throughout entire shifts.
- Lifted over 70 pounds regularly, showcasing physical stamina by bending and stooping as needed.
Customer Service Specialist
Elite Marketing Collection
Philadelphia
01.2006 - 12.2008
- Worked with customers and supported others while maintaining cheerful and helpful attitude.
- Met and exceeded all performance goals /Recognized for delivering quality service and products.
- Assisted customers with inquiries and provided all pertinent information.
- Ranked among top customer service agents based on performance metrics.
- Worked with customers and supporting others while maintain cheerful and helpful attitude.
- Handled 30 to 40 inbound service calls daily, addressing customer needs effectively.
- Trained in providing world-class customer service.
Security Guard
ITS Security Company
Philadelphia
01.2003 - 12.2005
- Ensured safe boarding of all passengers.
- Performed thorough screening of passengers and employees at airport security checkpoints. on passengers and employees that travel through the airport.
- Monitored premises to ensure safety and security of personnel and property.
- Conducted regular patrols to deter unauthorized access and identify potential hazards.
- Responded promptly to alarms and incidents, coordinating with local law enforcement.
Education
Creative and Performing Art -
Community College of Philadelphia Pa
Philadelphia, Pa, USH.S Vocal -
Skills
- Mortgage Loan
- Legal research
- LexisNexis
- Risk assessment
- Quality assurance
- Root cause analysis
- Microsoft Office
- Microsoft Excel
- Microsoft Word
- Accounts payable
- Research
- Customer service
Timeline
JG Wentworth
Client Services Inc.
11.2022 - Current
Remote Customer Service Representative/Skip Tracer/ collections
TSI - Transworld System, Inc
10.2021 - 10.2024
Bank Mortgage Processor/ Tax Preparation/Data Entry /Payment Processor
CENLAR FSB
01.2013 - 10.2022
Dispatcher
NURISYSTEM
01.2012 - 12.2013
High Customer Service Collecting Agent
NCO Financial Systems Inc
01.2010 - 12.2012
Customer Service/ Collections Rep
Chrysler Financial
01.2008 - 12.2010
Customer Service
Air Tran Airways
01.2007 - 12.2008
Customer Service Specialist
Elite Marketing Collection
01.2006 - 12.2008
Security Guard
ITS Security Company
01.2003 - 12.2005
Creative and Performing Art -
Community College of Philadelphia Pa