Tiara Morgan

About Tiara Morgan

As a Customer Service Associate at Royal Farms, I collaborate with leadership to implement customer experience initiatives on CSM platforms during product launches, testing, and market research. I serve as a customer service champion, building rapport with customers and identifying root causes of their inquiries. I develop and deliver solutions that align with the company\'s strategic goals and provide training and development to new hires.I have over 3 years of experience in customer service roles, including as a Product Enrollment Specialist at Walden University and a Technical Support Specialist at TTEC. In these roles, I built meaningful relationships with internal teams and prospective students, averaged over 60 calls a day with a 95% enrollment rate, and tracked trends in business operations to develop site-specific policies. I also operated as the main point of contact for resolution, advocating for student needs while addressing business challenges. I am skilled in simplifying complex issues, adapting to new situations, and using Microsoft Outlook.

Experience

1. Customer Service Associate

   Royal Farms

   Jan 2022 — Present

   Collaborates with leadership’s team to implement customer experience initiatives on CSM platforms during product launches, product testing, and market research- Serves as a customer service champion, responsible for liaising with customers, building rapport, and then asking discovery questions to learn more about their experience- Identifies root causes of their inquiries then collaborates with customers to develop and deliver solutions that align with the company’s strategic goals- Develops communication pipelines for team and executes business communications accordingly.​- Provides training and development to new hires and partners with executive leadership to establish departmental best practices.​- Co-develops departmental policies, knowledge bases, workflows, and process improvements- Uses product knowledge and guidelines to answer customer account questions and make suggestions regarding service upgrades.​- Demonstrates a “client-first” mindset when considering business demands and customer preferences during the development of customer retention plans- Offers guidance and consulting to identify & assess customer engagement goals, timelines & developing blueprints for customer messaging- Leads essential internal communication task forces to foster cohesive communication between leadership and staff.