Tracey Bartolomey
Customer Service
Austin,TX
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
17
17
years of professional experience
Work History
Senior Lead Contact Center Specialist
United Heritage Credit Union
Austin , Texas
05.2022 - Current
- Managed team of 20+ representatives handling call volumes over 600 daily.
- Educated customers on company systems, form completion, and access to services.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
- Processed debit and credit card and electronic check payments.
- Responded to customer calls and emails to answer questions about products and services.
- Compiled status and performance reports for team leaders to address company strengths and weaknesses.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Attended telephone skills and program information training sessions to boost aptitude.
- Boosted customer service satisfaction ratings through consistent quality control.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Met customer call guidelines for service levels, handle time and productivity.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Increased efficiency and team productivity by promoting operational best practices.
- Educated customers about billing, payment processing and support policies and procedures.
- Cross-trained and provided backup support for organizational leadership.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed and updated databases to handle customer data.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Investigated and resolved accounting, service and delivery concerns.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Sought ways to improve processes and services provided.
- Implemented and developed customer service training processes.
- Trained staff on operating procedures and company services.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Responded proactively and positively to rapid change.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Trained new personnel regarding company operations, policies and services.
- Delivered prompt service to prioritize customer needs.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promptly responded to inquiries and requests from prospective customers.
- Demonstrated leadership skills in managing projects from concept to completion.
- Acted as team leader in group projects, delegating tasks and providing feedback.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Cultivated interpersonal skills by building positive relationships with others.
- Worked flexible hours across night, weekend and holiday shifts.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Skilled at working independently and collaboratively in team environments.
Contact Center Specialist
United Heritage Credit Union
Austin , Texas
10.2021 - 05.2022
- Educated customers on company systems, form completion, and access to services.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
- Responded to customer calls to answer questions about products and services.
- Processed debit and credit card and electronic check payments.
- Attended telephone skills and program information training sessions to boost aptitude.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
Contact Center Team Leader
LogistiCare
Austin, TX
10.2020 - 09.2021
- Managed team of 15+ representatives will daily call volume over 1000.
- Met customer call guidelines for service levels, handle time and productivity.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues and placed outbound customer service follow up calls.
- Sought out extra training opportunities to enhance customer relationship management abilities and attended telephone skills and program information training sessions to boost aptitude.
- Performed various clerical duties by filing documents and updating customer databases.
- Compiled status and performance reports for team leaders to address company strengths and weaknesses. As well as sought ways to improve processes and how services were provided.
Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly. - Cross-trained and provided backup support for additional department leadership.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Responded to, investigated and resolved customer customer requests, offering excellent support and tailored recommendations to address needs inquiries and complaints quickly.
- Trained staff and new personnel on operating procedures, policies and company services.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Implemented and developed customer service training processes. Increased efficiency and team productivity by demonstrating and promoting operational best practices.
- Responded proactively and positively to rapid change.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Contact Center Representitive
LogistiCare
Austin , Texas
07.2020 - 10.2020
- Answer incoming customer phone calls and take appropriate action for each call.
- Maintain customer satisfaction based on explicit criteria set forth by the company.
- Attend mandatory training sessions to stay updated on product or company policy changes.
- Input data into company computer platform to keep each customer record updated.
- Working with multiple vendors to accomplish customer needs.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Boosted customer service satisfaction ratings through consistent quality control.
- Attended telephone skills and program information training sessions to boost aptitude.
- Trained new personnel regarding company operations, policies and services.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Utilizing software, databases, scripts, and tools appropriately.
Claims Inventory Control Clerk
Horizon Blue Cross Blue Shield of NJ
Farmingdale, NJ
12.2006 - 12.2019
- Helped to increase customer retention by striving to create wonderful customer experiences.
- Provided superior customer service to clients by addressing all questions and concerns.
- Aimed to achieve complete customer satisfaction.
- Provided accurate and punctual processing of all work requests while maintaining professional and pleasant demeanor.
- Processed insurance claims and paperwork.
- Processing of daily mail while maintaining above average daily quality and productions requirements.
- Retrieve mail trays and buckets from local post office.
- Open, prep, and sort mail for scanning.
- Send interoffice mail as well as process received interoffice mail.
- Used hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies.
- Completed scheduled audits with efficient and accurate approach.
- Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
- Audited and corrected discrepancies in inventory numbers.
- Completed daily cycle counts to maintain accuracy of records.
- Completed physical inventory counts each day.
- Worked with supervisors and team members to understand needs and maintain volumes within required deadlines.
- Managed inventory control for high-volume operations support center with accurate, timely stock replenishment to maintain timelines.
Education
High School Diploma -
Raritan High School
Hazlet, NJ 05.2016 - 05.2000
Skills
Microsoft Systems
undefinedTimeline
Senior Lead Contact Center Specialist
United Heritage Credit Union
05.2022 - Current
Contact Center Specialist
United Heritage Credit Union
10.2021 - 05.2022
Contact Center Team Leader
LogistiCare
10.2020 - 09.2021
Contact Center Representitive
LogistiCare
07.2020 - 10.2020
High School Diploma -
Raritan High School
05.2016 - 05.2000
Claims Inventory Control Clerk
Horizon Blue Cross Blue Shield of NJ
12.2006 - 12.2019
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