Tracey Davis
Stoughton,MA
Summary
Customer service professional prepared to elevate customer experience and service quality. Led teams to implement successful customer-focused strategies and resolve service challenges. Known for fostering collaborative environment and adapting to dynamic business needs. Expertise in conflict resolution and customer relationship management.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Experience Supervisor
Boston Mutual Life Insurance Company
04.2022 - 05.2024
- Mentored new hires in best practices for exceptional customer service delivery, setting them up for success from day one on the job.
- Streamlined processes to reduce wait times for customers, enhancing their overall experience.
- Achieved high levels of customer retention through proactive outreach efforts and diligent follow-up on issues or concerns.
- Boosted overall productivity within the department through effective delegation of tasks based on individual strengths and skill sets among team members.
Recruiting & Contact Center Supervisor
National Telecommuting Institute
02.2018 - 02.2022
- Created a positive work environment, fostering strong teamwork and agent engagement.
- Supervised and tracked phone and email activity using various contact center applications and software tools.
- Directed, guided, coached and mentored team of 14 agents and surpassed individual and corporate goals.
- Collaborated with cross-functional departments to resolve complex customer issues and improve the overall customer experience.
- Ensured compliance with company policies and procedures, maintaining the highest level of professionalism within the team.
QA Administrative Specialist
National Telecommuting Institute
10.2016 - 02.2018
- Safeguarded sensitive information through the proper handling of confidential documents and secure storage methods.
- Handled mail, packages, emails, document transmissions and other types of data with both manual and automated tracking strategies.
- Improved customer satisfaction with prompt and professional responses to inquiries and concerns.
- Minimized errors in documentation through meticulous proofreading, editing, formatting skills.
Education
Associate of Science - Business Administration And Management
Massasoit Community College
Brockton, MA05-2026
Skills
- Call center experience
- CRM software
- Customer empathy
- Cross-functional collaboration
- Program improvement
- Analytical thinking
Accomplishments
- Developed and implement training programs to enhance team skills and knowledge, resulting in a 20% improvement in customer satisfaction scores.
- Assisted in the development of support documentation and resources, improving the knowledge base for both customers and team members.
Certification
- Google Project Management
- Google Data Analytics
- The 7 Habits of Highly Effective People
- 6 Critical Practices for Leading a Team
Timeline
Customer Experience Supervisor
Boston Mutual Life Insurance Company
04.2022 - 05.2024
Recruiting & Contact Center Supervisor
National Telecommuting Institute
02.2018 - 02.2022
QA Administrative Specialist
National Telecommuting Institute
10.2016 - 02.2018
- Google Project Management
- Google Data Analytics
- The 7 Habits of Highly Effective People
- 6 Critical Practices for Leading a Team
Associate of Science - Business Administration And Management
Massasoit Community College
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