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I'm a results-driven escalation manager and senior customer operations leader with 10+ years of experience across technical support, billing, and incident management. I excel at owning complex incidents, coordinating cross-functional teams, and driving root-cause resolution in high-volume environments. I thrive in fast-paced settings, align diverse stakeholders, and continuously optimize workflows to improve service levels and customer satisfaction. I hold a Google Project Management Certificate and have built a strong foundation in coaching, performance reporting, and playbook development. My technical fluency spans Google Workspace, Zoom, Microsoft Office, and a broad set of tools across insurance, tech, and customer service domains. I’m passionate about mentoring teams, documenting critical knowledge, and delivering scalable solutions that reduce escalations and boost operational efficiency.…I'm a results-driven escalation manager and senior customer operations leader with 10+ years of experience across technical support, billing, and incident management. I excel at owning complex incidents, coordinating cross-functional teams, and driving root-cause resolution in high-volume environments. I thrive in fast-paced settings, align diverse stakeholders, and continuously optimize workflows to improve service levels and customer satisfaction. I hold a Google Project Management Certificate and have built a strong foundation in coaching, performance reporting, and playbook development. My technical fluency spans Google Workspace, Zoom, Microsoft Office, and a broad set of tools across insurance, tech, and customer service domains. I’m passionate about mentoring teams, documenting critical knowledge, and delivering scalable solutions that reduce escalations and boost operational efficiency.

TIFFANY EMOND

Project Manager, Studio Manager, Production Manager, +4

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I'm a results-driven escalation manager and senior customer operations leader with 10+ years of experience across technical support, billing, and incident management. I excel at owning complex incidents, coordinating cross-functional teams, and driving root-cause resolution in high-volume environments. I thrive in fast-paced settings, align diverse stakeholders, and continuously optimize workflows to improve service levels and customer satisfaction. I hold a Google Project Management Certificate and have built a strong foundation in coaching, performance reporting, and playbook development. My technical fluency spans Google Workspace, Zoom, Microsoft Office, and a broad set of tools across insurance, tech, and customer service domains. I’m passionate about mentoring teams, documenting critical knowledge, and delivering scalable solutions that reduce escalations and boost operational efficiency.…I'm a results-driven escalation manager and senior customer operations leader with 10+ years of experience across technical support, billing, and incident management. I excel at owning complex incidents, coordinating cross-functional teams, and driving root-cause resolution in high-volume environments. I thrive in fast-paced settings, align diverse stakeholders, and continuously optimize workflows to improve service levels and customer satisfaction. I hold a Google Project Management Certificate and have built a strong foundation in coaching, performance reporting, and playbook development. My technical fluency spans Google Workspace, Zoom, Microsoft Office, and a broad set of tools across insurance, tech, and customer service domains. I’m passionate about mentoring teams, documenting critical knowledge, and delivering scalable solutions that reduce escalations and boost operational efficiency.

Available to hire

I’m a results-driven escalation manager and senior customer operations leader with 10+ years of experience across technical support, billing, and incident management. I excel at owning complex incidents, coordinating cross-functional teams, and driving root-cause resolution in high-volume environments. I thrive in fast-paced settings, align diverse stakeholders, and continuously optimize workflows to improve service levels and customer satisfaction.

I hold a Google Project Management Certificate and have built a strong foundation in coaching, performance reporting, and playbook development. My technical fluency spans Google Workspace, Zoom, Microsoft Office, and a broad set of tools across insurance, tech, and customer service domains. I’m passionate about mentoring teams, documenting critical knowledge, and delivering scalable solutions that reduce escalations and boost operational efficiency.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Expert

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Language

English

Fluent

Work Experience

Escalations Manager / Support Operations Lead at Transco International

March 1, 2024 - Present

Own global escalation queue for complex technical, billing, and account incidents (50+ cases weekly). Lead incident prioritization and resolution using severity-based frameworks. Coordinate with Engineering and backend teams to drive root-cause resolution and permanent fixes. Manage billing exception workflows, disputes, chargebacks, refunds, and goodwill credits. Support 40+ customers daily across chat and voice channels. Reduce escalations by 25% through trend analysis and corrective actions. Handle 80% of high-severity incidents requiring advanced troubleshooting. Contribute to documentation, runbooks, and internal knowledge-base improvements.

Senior Escalations Specialist at Transco International

October 1, 2023 - March 31, 2024

Escalation point for advanced technical and account issues; Own critical cases from intake through resolution; Perform root-cause analysis on recurring issues; Supported onboarding and training of new agents.

Customer Service Representative

January 1, 2023 - October 31, 2023

Assisted customers with Apple accounts and device issues; Provided step-by-step troubleshooting and repair status updates; Managed multiple chat and voice interactions simultaneously.

Upload Administrator at HUB International

March 1, 2021 - December 31, 2022

Issued insurance policies using sales-provided data; Processed payments and generated policy and receipt documentation; Maintained accurate documentation of client requests; Applied underwriting guidelines and ensured compliance; Used multiple insurance platforms daily; Answered inbound client calls and routed appropriately; Responded to emails and advised on policy details.

Team Lead at GS Canada

February 1, 2015 - December 31, 2020

Monitored adherence, quality, and performance metrics; Delivered coaching, feedback, and corrective action; Created performance and attendance reports; Handled escalated and outbound calls; Participated in business planning and performance target meetings; Mentored and coached 15+ agents to improve escalation readiness and resolution quality.