Summary
Overview
Work History
Education
Skills
Timeline
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Tiffany Phillips

Grenada

Summary

Dynamic Tier 2 Escalations Supervisor at Modivcare with a proven track record in staff management and complex problem-solving. Enhanced customer satisfaction through strategic planning and effective training initiatives. Recognized for fostering team development and streamlining operations, resulting in improved service delivery and operational efficiency.


Offering strong foundation in leadership and team coordination, with passion for learning and developing in supportive environment. Contributes proactive approach to problem-solving and conflict resolution, combined with ability to quickly grasp new concepts and procedures. Ready to use and develop communication and organizational skills in the Pharmacy Clerk role.

Overview

2026
2026
years of professional experience

Work History

Chat Support Specialist

Modivcare
03.2025 - Current
  • Assisted customers by providing accurate information and resolving inquiries through chat support platform.
  • Adapted quickly to new tools and technologies to enhance customer interaction efficiency.
  • Collaborated with team members to ensure timely response to customer queries and issues.
  • Maintained knowledge of plan features and policy updates to provide effective support to agents and members.
  • Executed daily support tasks while ensuring adherence to company guidelines and standards.
  • Trained new chat support specialists, fostering a supportive work environment that encouraged growth and development.
  • Supported coworkers during peak periods by managing overflow chats as needed to maintain optimal service levels for all customers served.
  • Handled sensitive customer situations with empathy and discretion while adhering strictly to company confidentiality policies regarding proprietary information dissemination protocols among authorized personnel only when absolutely necessary per established guidelines governing such matters internally at all times without exception whatsoever regardless of any extenuating circumstances whatsoever therein involved thereof herewith.

Tier 2 Escalations Supervisor

Modivcare
2025 - Current
  • Evaluated team performance regularly, providing constructive feedback to foster professional development.
  • Maintained accurate records of operational activities to support compliance and reporting requirements.
  • Collaborated with cross-functional teams to streamline processes and enhance service delivery efficiency.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.

Transportation Coordination Representative

Modivcare
08.2024 - 03.2025
  • Assisted customers with inquiries, providing accurate information and ensuring satisfaction.
  • Adapted quickly to new policy changes, enhancing personal knowledge for better customer support.
  • Resolved customer complaints promptly, fostering positive relationships and loyalty.
  • Increased customer satisfaction by addressing and resolving complaints in a timely manner.
  • Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.

Chat Support Specialist

ShyftOff
04.2022 - 07.2023
  • Maintained knowledge of product features and updates to provide effective support to users.
  • Provided feedback on recurring issues, aiding in the development of enhanced support solutions.
  • Successfully maintained a positive, professional demeanor even during challenging customer interactions, serving as a role model for other chat support specialists and contributing to a positive team culture that prioritized excellent service delivery above all else.
  • Streamlined chat support processes for increased efficiency and reduced response time.
  • Enhanced customer satisfaction by providing timely and accurate resolutions to technical issues.
  • Delivered exceptional service quality with empathetic and attentive communication skills.
  • Collaborated with team members to improve overall performance, sharing best practices and addressing challenges together.
  • Collaborated closely with other departments to address cross-functional concerns efficiently.
  • Managed high-volume chat inquiries, maintaining professionalism under pressure and prioritizing tasks effectively.

Education

Bachelor of Science - Finance

University of Phoenix
Phoenix, AZ
03-2008

Skills

  • Training and mentoring
  • Goal oriented
  • Staff management
  • Customer service
  • Attention to detail
  • Employee motivation
  • Decision-making
  • Complex Problem-solving
  • Strategic planning
  • Staff development
  • Staff discipline
  • Analytical thinking
  • Processes and procedures
  • Operations management

Timeline

Chat Support Specialist

Modivcare
03.2025 - Current

Transportation Coordination Representative

Modivcare
08.2024 - 03.2025

Chat Support Specialist

ShyftOff
04.2022 - 07.2023

Tier 2 Escalations Supervisor

Modivcare
2025 - Current

Bachelor of Science - Finance

University of Phoenix

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Tiffany Phillips