TIFFANY N.

HAWKINS
1113 A. NORTH NOBLE ST • CHICAGO, IL 60622
TELEPHONE 773-278-5864 CELLULAR 773-510-1121
EMAIL TIFFANYHAWKINS2003@YAHOO.COM

Objective
To secure a position in the field of business management where my years of progressive experience in the
industry can add value to a company. Throughout my career, I have been a quick learner, and a self
starter. Although I work well independently, I am equally comfortable working as part of the team.

Work Experience
Canopy Financial
Tier II Support Rep. October 2008 – November 2009
 Assisted in preparing monthly SLA reports
 Completed maintenance requests, account audits and check research
 Responded to email inquiries concerning HSA questions, insurance and balance questions.
 Researched and resolved escalated issues within company 24 hour turn around time also follow up with
customers with additional support if needed.

Bank of America January 2005-July 2008

Customer Service & Sales Specialist II
 Provide technical support on connectivity, navigation of software, browser and hardware
 Responds to e-mail inquiries
 Identifies customer financial needs, cross-sells bank products and services,
 Met qualitative performance standards via remote monitors and quantitative performance standards though
statistical work production
 Served as acting supervisor on the weekends responsible for taking Escalated Calls from agents.
 Answering any questions from the agents pertaining to guidelines and procedures.
 Monitor the Department’s Service Level and ensure agents are in a Ready Status.
 Send an overview e-mail at the end of the shift to all of the Team Leads and giving full detail of Service
Level and Attendance, and any system issues during that shift
 Demonstrates excellent teamwork, professionalism, integrity and respect by complying with all company
policy and procedures
 Exhibit exceptional oral and written communication skills through providing complete service on every
call.
Telesight Inc. September 1999-December 2004
Interviewer /Mentor
 Conducted customer satisfactory surveys in a manner that exceeds company quota by 70 to 80% weekly.
 Develop great communication, listening and problem solving skills by interacting with many different on
phone personalities.
 Enhance leadership skill by training new employees in a procedure that allowed the company to produce at
a more effective level.
Education
DeVry University
Bachelors of Science in Business Administration Graduation Date: June2004
Technical skills
 Proficient on IBM and Hewlett Packard computers
 Proficient on Microsoft Windows 95, 98, 2000, Me and XP
 Proficient on Microsoft Word Excel, Access, PowerPoint and FrontPage.

References available upon request