Tiffany Davis
@tiffanydavis1
Detail-oriented professional with 16+ years in customer service operations.
What I'm looking for
I am a detail-oriented professional with over 16 years of experience in customer service, operations, and workforce management. My expertise lies in real-time monitoring, data analysis, and performance reporting, which I leverage to support service-level goals and drive operational efficiency. I have a proven ability to lead teams, improve processes, and resolve complex issues with a customer-first mindset.
Throughout my career, I have been recognized for my adaptability, clear communication, and proactive approach in both remote and hybrid environments. At Delta Dental of Arkansas, I excelled as a Workforce Analyst, where I monitored call center performance in real-time and created accurate staffing forecasts based on historical data. My analytical skills allowed me to provide actionable insights that supported strategic planning and decision-making.
I am passionate about enhancing customer experience and optimizing team performance. My technical skills include proficiency in tools such as Verint, Genesys Cloud, and Microsoft Office Suite, which I utilize to ensure quality assurance and compliance in all my endeavors.
Experience
Work history, roles, and key accomplishments
Workforce Analyst
Delta Dental of Arkansas
Aug 2023 - Feb 2025 (1 year 6 months)
Monitored call center performance in real time using Verint and Genesys Cloud, making intra-day adjustments to optimize agent schedules and maintain service level agreements. Created accurate staffing forecasts and agent schedules based on historical data and trends, ensuring alignment with business needs and minimizing over/understaffing.
Customer Service Specialist
Delta Dental of Arkansas
Feb 2008 - Aug 2023 (15 years 6 months)
Acted as a peer leader and subject matter expert, assisting with training new hires, answering escalated inquiries, and supporting team performance and development. Resolved high-level member and provider concerns by navigating multiple systems, interpreting policy benefits, and collaborating with internal departments to ensure customer satisfaction.
Education
Degrees, certifications, and relevant coursework
University of Arkansas - Pulaski Technical College
Associate of Science, Business Management
Studied business management principles and practices. Developed foundational knowledge in business operations and administration.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
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