Tracey Collins
MEMPHIS,TN
Summary
At Federal Express, a seasoned Sr. Customer Support Representative excelled in delivering unparalleled customer service, significantly reducing complaints through effective problem-solving and critical thinking. . Demonstrated exceptional communication and empathy, achieving high customer satisfaction levels by prioritizing and resolving complex issues efficiently. Service-oriented Customer Support Representative with 30+ years of experience in contact center operations talking to customers over phone, e-mail, online chat or social media to resolve broad range of concerns. Offers strong computer skills in Word, Excel and web-based applications and delivers exceptional communication with keen attention to detail. Multitasks and thinks critically and analytically to problem solve and produce satisfied customers.
Overview
10
10
years of professional experience
1
1
year of post-secondary education
Work History
Sr. Customer Support Representative
Federal Express
12.2014 - Current
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
- Maintained comprehensive knowledge of products and services, ensuring accurate information was provided to customers.
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Served as a subject matter expert within the team on specific product categories.
- Consistently achieved high levels of customer satisfaction through proactive communication strategies such as regular followups.
- Assisted with the creation of a comprehensive knowledge base that streamlined access to critical information for both internal staff members and external customers.
- Reduced customer complaints by providing consistent and high-quality support services.
Education
Shelby State Community College
Memphis, TN 01.1992 - 05.1993
Skills
- Empathy and patience
- Exceptional communication
- Training and mentoring
- Sales Support
- Client Retention Strategies
- Escalation management
- Customer Service
- Problem-solving abilities
- Critical Thinking
- Active Listening
- Problem Resolution
- Customer Relations
- Microsoft Excel
- Computer Proficiency
- Data Entry
- Call center experience
- Client Relations
- Microsoft Outlook
- Quality Control
- Follow-up skills
- Administrative Support
- Prioritization
- Dispute Resolution
- Reading Comprehension
- Clerical Support
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide. I was mention by EVP Brian Philips in his July weekly report as an asset to the company and model of which all customer support representatives should follow
- Collaborated with Fraud team for over 2 years on a special project that assist with the resolutions of issue that need to be resolve, outside their sop.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction in which I have been awarded several Bravo Zulu's .
Timeline
Sr. Customer Support Representative
Federal Express
12.2014 - Current
Shelby State Community College
01.1992 - 05.1993
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