1. TI F F A N Y O V E R B Y
9255 Whisper Glen Dr. N Jacksonville, FL 32222  tiffanyoverby143@gmail.com  904.377.6472
 More than ten years’experience working in a fast-paced,team-oriented environment demanding effective communication,
customerservice anddetailoriented skills.
 Extensive background in supportingand communicating with customers,employees,and management at allorganizational
levels,enthusiastically and professionally.
 Detail-orientedand resilientin completing projects;and ability to multi-taskand problemsolve effectively and efficiently.
 Trustedand proven leader of customer-focusedand technical teams; eagerto accept newtaskand leadership roles which
have l the skills needed to lead others to reach their career goals.
SKILLS
 Production
Management
 Technologically
Literate
 Presentation/public
speaking skills
 Coaching/Mentoring
 Relationship Building
 Developing/Implementing
Process Changes
 Strategic Long/Short Term
Planning
 ManagerialCourage
 Internal/External
Communications
 Negotiating Skills
 Training &
Development
 Lead and manage
large teams (20 – 25)
PROFESSIONAL EXPERIENCE
ADT SECURITY SERVICES. — Jacksonville, FL
Leading provider of electronic security solutions.
Training Project Manager, 3/2011 to current
 Develop highly motivated employees through unique facilitation practices designed to connect with all
adult learning styles.
 Standardized companies onboarding documents and training materials by outlining classroom set-
up/preparation, how to request database access,and administrative functions prior to, during, and after the
training class is completed.
 Evaluate and provide monthly feedback to 100 to 135 new hires before completion of training and
progression into job role on a yearly basis.
 Contribute to building an impactful partnership with senior level management leading to a
coaching/mentoring program for underperforming employees through training programs created
specifically to address their area of opportunity.
 Establish and maintain open channels of communication for all levels of the organization by
coordinating and conducting consistent meetings with direct reports, peers and upper level management.
 Conduct an average of 3 interview sessions monthly for new hires and current employees moving
laterally and upwardly in the company
 Oversee the planning, implementation and distribution of 2 to 3 high level, companywide projects
to all levels of the organization on a yearly basis resulting in multi-department collaboration.
 Strengthened companies value during transitional period of becoming a standalone company from
TYCO International by presenting unique products and services to new hires during the training period.
ADT SECURITY SERVICES. — Jacksonville, FL
Leading provider of electronic security solutions.
Customer Loyalty Specialist,6/2008 to 3/2011

2. TI F F A N Y O V E R B Y
9255 Whisper Glen Dr. N Jacksonville, FL 32222  tiffanyoverby143@gmail.com  904.377.6472
 Worked with internal and external departments to resolve customer issues through inbound and
outbound calling.
 Gathered and analyze reports and data to identify retention opportunities, trends and potential
training issues.
 Trained new hires in all work platforms and aid with maintaining exceptional work performance.
ISTA NA. — Jacksonville, FL
Help Desk Manager, 7/2005 – 4/2008
 Provided management with additional training opportunities for new hires.
 Received escalated calls and issues from first level representative and provide manager feedback to
de-escalate irate customers.
 Implement and evaluate day to day work performance of 20 or more employees.
 Assisted senior management with providing updated material for company policies and procedures,
maintained team oriented environment through skill building activities, etc.
EDUCATION, SKILLS & INTERESTS
COLUMBIA SOUTHERN UNIVERSITY- Orange Beach, Alabama
Bachelors of Science in Business Management- August 2015
Achieved Cum Laude Honors
Proud Nominee for the National Society of Leadership and Success
Associate of Business Management – May 2013
Achieved Cum Laude Honors
Technical Skills:
Proficient with the use of the following systems and software applications: MS Office (Word, Excel,
PowerPoint, and Outlook), Carms, Admin, Mulitscreen, Informix, Telemar, Document Manager,Canada
Mastermind and CRM, Mastermind Business, Heritage Broadview, Latitude, Avaya Dialer, Home Health
Equipment
WPM: 60
INTERESTS:
Assistant Youth Leader at Community Church – Jacksonville, Florida
Assistant Adult Dance Leader at Community Church - Jacksonville, Florida
Member of Local Thespian Assembly - Jacksonville, Florida