Tiffany Hood
Philadelphia
Overview
3
3
years of professional experience
Work History
Call Center Representative
SEPTA
Philadelphia
01.2023 - Current
- Maintain complete knowledge of and comply with all departmental policies and procedures.
- Answer inbound calls professionally.
- Process transportation requests, changes, cancellations, and group trips received by telephone, fax, email, mail and internally using the current scheduling software.
- Provide customers with service information and respond to customer inquiries accurately.
- Review Microsoft Access database and DRTS software to determine customer’s eligibility.
- Coordinate with other units within CCT, including Program Eligibility and Regulatory Compliance (PERC), Scheduling, and Control Center Departments to ensure the accuracy of customer and travel information.
- Provide Paratransit and accessible fixed-route service information; assist customers with conditional eligibility with alternative travel (Feeder). (A conditional eligible customer is one who is qualified for paratransit service when certain conditions (ex. environmental or architectural barriers) prevent use of accessible fixed-route service.)
- Route calls to appropriate resource.
- Recognize, document, and inform the supervisor regarding the trends in internal and external customer calls.
- Provide feedback regularly on the effectiveness and soundness of policies and procedures of the Reservations Department.
- Assist in the training process by cross training and side by side training of new hires.
Administrative Assistant, Engineering Department
RCS Staffing/Entrust
Philadelphia
06.2025 - 12.2025
- Enter PA1 calls for underground projects and follow up on missing maps
- Set up project trackers and monitor completion rates for pole replacements
- Support creation of Requests for Proposal (RFPs), including counts and document outlines
- Manage monthly forecasts and accruals
- Coordinate onboarding/offboarding for client electric and gas personnel
- Ensure software access is obtained for new hires and follow up on any delays
- Submit software requests and create accounts for new and borrowed resources
- Track software license usage and reallocate as needed
- Monitor field equipment and coordinate equipment handoffs
- Update weekly budget sheets and participate in weekly budget calls
- Submit permits for aerial design and assist with underground permits
- Enter jobs into Katapult (overhead equipment software)
- Assist with closing out tasks and routing material to support project leads
Utility/Permit Coordinator
PosiGen
Philadelphia
08.2024 - 06.2025
- Facilitated permit application process by obtaining documents from engineering teams and securing approvals to ensure timely project progress.
- Collaborated with permitting agencies to track and resolve permit statuses, ensuring alignment with project timelines.
- Permit Fiber Optic OSP facilities using best practices and industry knowledge.
- Creating and reviewing comprehensive permit applications, interacting with project design team.
- Communicated with stakeholders, permit officials, and local/state authorities to advance project objectives and address potential issues.
- Knowledge of permitting processes across multiple jurisdictions
- General knowledge of FTTH/Telecom industry design principles a plus
- Prepare check requests and process invoice payment documentation in coordination with the accounting department.
- Close permits when construction work is complete
Customer Service Representative (Remote)
Nations Benefits CX
Plantation
04.2023 - 07.2024
- Completing inbound/outbound calls to members to learn about and address their needs or the needs of the clients we serve.
- Responding efficiently and accurately to callers
- Research and resolve inquiries from internal /external customers including Enrollment, eligibility, ID cards, clinic changes, demographic changes, benefit coverage, claims, payments, member reimbursement, and demonstrated knowledge of CAG policies, procedures, and regulations. Utilize appropriate resources to respond to member inquiries.
- Answer, resolve, track and document telephone calls from members and providers in a timely and professional manner. Interpret member eligibility and coverage through thorough knowledge of the client products, policies, and procedures.
- Supported and valued callers by addressing their concerns and providing tailored solutions.
- Engaged in active listening, confirmed and clarified information, and effectively diffused challenging interactions with clients.
- Consistently met or exceeded call center metrics while delivering high-quality customer service.
- Adhered to established workflows and accurately captured data in designated systems.
- Ability to remain confidential with all proprietary information.
- Adherence to all NationsBenefits, HIPAA, and MCO / Medicare guidelines.
- Ability to work independently and capable of exercising excellent judgment to resolve Member related issues that arise.
- Performs additional duties as assigned by Management based business demands.
- Ability to work a flexible schedule based on operational demands (day, night, weekends, holidays
Education
Cosmetology Certificate -
Empire Beauty School
Philadelphia, PA08-2013
High School Diploma -
Benjamin Franklin High School
Philadelphia, Pa06-2006
Skills
- Scheduling software
- Customer relationship management
- Active listening
- Regulatory compliance
- Data analysis
- Inbound call handling
Volunteer Experience
- Temple Voices, Outreach group for young adults. Reside at Temple University assisting youth with teamwork development, social networking and employment search.
- Aids Walk, Monitored, cheered on walkers, and assisted with directing the flow of participant traffic and help keep walkers safe.
- March of Dimes, Part of a group of volunteers that supported families in whatever they needed that could be provided by The March of Dimes.
Timeline
Administrative Assistant, Engineering Department
RCS Staffing/Entrust
06.2025 - 12.2025
Utility/Permit Coordinator
PosiGen
08.2024 - 06.2025
Customer Service Representative (Remote)
Nations Benefits CX
04.2023 - 07.2024
Call Center Representative
SEPTA
01.2023 - Current
Cosmetology Certificate -
Empire Beauty School
High School Diploma -
Benjamin Franklin High School