Gracie Talley
Canton,TX
Summary
Talented Customer Support Manager with expertise resolving issues within set time limits to maximize customer satisfaction. Excels at building customer loyalty and generating repeat business opportunities. Proven experience implementing large-scale customer service processes and managing support teams that span multiple locations. Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth. Take-charge professional delivering executive support and team leadership to business operations. Dependable and detail-oriented to manage multiple tasks and priorities. Broad experience includes office management, accounting, accounts receivable, invoicing, dispatching, database management, vendor negotiations and contract management. Recognized for exemplary customer service and team collaboration. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
30
30
years of professional experience
Work History
1st Contact Customer Support
Texwin Custom Buildings
Edgewood, TX
10.2023 - Current
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Drove customer escalations to resolution by engaging directly with clients.
- Participated in weekly team meetings to discuss progress, challenges and strategies for improvement.
- Analyzed call logs to identify trends in customer inquiries or complaints.
- Elevated customer satisfaction ratings by troubleshooting and resolving issues efficiently.
- Managed customer accounts by tracking order history and payment information.
- Maintained an up-to-date knowledge of company products and services.
- Responded to escalated customer issues promptly.
- Provided timely responses to customer emails and phone calls.
- Followed up on emailed or web-submitted customer inquiries within standard response times.
Human Resource/Payroll Manager
The Waterton Healthcare & Rehabilitation
Tyler, TX
08.2022 - 09.2023
- Verified accuracy of approved timesheets prior to entering into the company's HRIS system for processing wages.
- Ensured proper calculation of wages including overtime, shift differentials, bonuses.
- Investigated and resolved errors or discrepancies in payroll processing promptly.
- Processed new hires, terminations, salary changes, deductions, garnishments and other personnel transactions in a timely manner.
- Maintained payroll records in compliance with applicable laws and regulations.
- Prepared regular reports on payroll activities for management review.
- Conducted audits of timekeeping records to ensure accuracy of payroll data.
- Generated relevant paperwork and payroll reports.
- Onboarded new employees in time reporting and payroll systems.
- Processed employee rehires, transfers, terminations and withholdings.
- Assisted in employee recruitment, hiring and interview processes.
Training Coordinator/Front End Supervisor
Walmart
Canton, TX
03.1994 - 01.2022
- Supported onboarding of new employees by hosting orientation sessions.
- Identified and addressed training needs by collaborating with management and requesting more resources if necessary.
- Monitored participants' progress during the training session.
- Explained goals and expectations required of trainees.
- Trained new employees in customer service techniques and store policies.
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Monitored cash drawers in checkouts to verify adequate cash supply.
- Resolved customer complaints in a professional manner.
- Performed daily audits on registers and safe counts to verify accuracy of funds on hand.
- Provided excellent customer service by assisting customers with their needs or inquiries.
- Delegated work to employees based on shift requirements, individual strengths and unique training.
- Directed and supervised staff performance.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
Education
High School Diploma -
Canton High School
Canton, TX05-1985
Skills
- Complaint Handling
- Staff Scheduling
- Training and Mentoring
- Training and Coaching
- Customer Relations
- Employee Supervision
- Data Entry
- Scheduling
- Adaptability
- Team Building
- Decision-Making
- Handling Complaints
- Phone and Email Etiquette
- Active Listening
- Excellent Communication
- Customer Service
- Customer Service Management
- New Hire Orientation
- Adaptability and Flexibility
- Multitasking
- Reliability
Accomplishments
Region 45 Training Coordinator of the Year 2018
Timeline
1st Contact Customer Support
Texwin Custom Buildings
10.2023 - Current
Human Resource/Payroll Manager
The Waterton Healthcare & Rehabilitation
08.2022 - 09.2023
Training Coordinator/Front End Supervisor
Walmart
03.1994 - 01.2022
High School Diploma -
Canton High School
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