Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tiffany Balls

Bowling Green,KY

Summary

Experienced with leading customer service teams to ensure top-notch customer satisfaction. Utilizes strategic planning and process improvements to boost efficiency. Track record of developing team capabilities and resolving customer issues effectively.

Overview

18
18
years of professional experience

Work History

Customer Service Operations Manager

MyRiva - Formally Onriva
03.2022 - Current
  • Manage, lead and mentor an experience, high-performing team of direct reports, based globally and virtually. Skilled in both VIP, Group and International travel needs.
  • Review and manage responses and resolutions for CSAT objectives.
  • Successfully onboarded an outsourced international team .
  • Reconcile supplier payments.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Work closely with technology to improve efficiency within an online marketplace.

Supervisor

Onriva Travel
10.2021 - 03.2022
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
  • Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.

Elite VIP

BCD Travel
06.2016 - 10.2021
  • Responsible for monitoring existing and booking new travel (car, hotel, air) for multiple company's top Executive’s.
  • Fluent in domestic and international travel.

Meetings Supervisor

BCD Travel
10.2013 - 06.2016
  • Administer to two Sourcing Agents and five Registration Coordinators. Involved in monitoring, and monthly one on one’s with agents to help improve quality and productivity. Responsible for forecasting monthly meeting business and maintaining adequate staffing to service the volume. Involved in day-to-day operations such as, contract negotiations and agency client relationship. Work closely with client to manage resources, tools, and efficiencies. Manage and supply reporting requested on weekly, monthly, yearly basis. Registration site builds in Cvent, manage sites and attendees. Hotel Sourcing and contract negotiation. Manage Healthcare attendee management and travel regarding the Sunshine Act guidelines. Handle customer service issues as they arise. Responsible for identifying training needs, developing material, and providing training on new procedures and technology.

Group Agent

BCD Travel
04.2010 - 10.2013
  • Worked one on one with Meeting Planners; responsible for meeting travel arrangements (air, car, hotel) for several accounts; clients and Healthcare Professionals. Managed group blocks of air travel.

Group Air Coordinator

BCD Travel
03.2007 - 04.2010
  • Serve as a liaison between the travel department and meeting planning companies. Both domestic and international meetings range in size of attendees, from 10-5000. My responsibilities included but are not limited to, registering meetings for planning companies. Create stars to communicate with agents regarding meeting information. Manage exceptions throughout the course of the meeting. Provide Air Cost Analysis, Arrival/Departure reports, Distribute Air Summaries. Quality Control meeting parameters. Ensure compliance to processes. Activate special air meeting agreements with airlines. Problem resolution. Set-up and manage meetings via our On-Line portal. Assist on site at meetings as a Travel Representative assisting attendees as needed with travel-related issues.

Education

Diploma -

Lawrence Central High School
Indianapolis, IN

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Ball State University
Muncie, IN

Skills

  • Sabre, Galileo, Apollo
  • SAP Concur
  • Cvent
  • Salesforce
  • Booking Builder
  • GroundSpan
  • Microsoft outlook, word, and Excel
  • Customer focused
  • Customer relations
  • Problem-solving
  • Training and mentoring

Timeline

Customer Service Operations Manager

MyRiva - Formally Onriva
03.2022 - Current

Supervisor

Onriva Travel
10.2021 - 03.2022

Elite VIP

BCD Travel
06.2016 - 10.2021

Meetings Supervisor

BCD Travel
10.2013 - 06.2016

Group Agent

BCD Travel
04.2010 - 10.2013

Group Air Coordinator

BCD Travel
03.2007 - 04.2010

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Ball State University

Diploma -

Lawrence Central High School

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Tiffany Balls