Tracey Flitcroft
Madison
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
20
20
years of professional experience
Work History
Call Center Agent
The Orthopaedic Center
Huntsville, AL
12.2024 - Current
- Detail-oriented and organized scheduler with experience managing patient appointments, coordinating schedules for healthcare providers, and ensuring efficient clinic operations. Skilled in confirming appointments, handling patient inquiries, verifying insurance information, and maintaining accurate patient records. Proven ability to manage multiple tasks, prioritize effectively, and provide exceptional customer service in a fast-paced healthcare environments.
- Managed high-volume inbound calls, ensuring effective communication and customer satisfaction.
- Resolved patient inquiries regarding appointments, insurance claims, and treatment options efficiently.
- Maintained accurate records of customer interactions, documenting details for future reference and quality assurance purposes.
- Exhibited high energy and professionalism when dealing with clients and staff.
Customer Service Specialist
The To-Do Dudes
Palm Coast, FL
12.2023 - 03.2024
- Liaised with executive leadership to communicate updates and strategize on company growth initiatives.
- Addressed customer inquiries across multiple platforms, ensuring prompt and precise support.
- Maintained internal databases with technical issue logs and customer interactions, contributing to the enhancement of service quality.
- Resolved customer inquiries through effective communication and problem-solving strategies.
- Managed escalated issues, ensuring timely resolutions and customer satisfaction.
Customer Service Representative
Leonard's Photography
Saint Augustine, FL
08.2020 - 12.2023
- Provide customer service through phone, email, and chat interactions. Ordering and problem-solving customer orders through a system created through the company. Scheduling appointments for parents and students to attend a session through our photographer staff at various locations throughout the state of Florida and Georgia. Data entry for reprints, reorders, yearbooks, and various products for our customers.
- Managed customer inquiries through phone, email, and chat channels, ensuring timely responses.
- Assisted clients in selecting photography packages tailored to individual needs and preferences.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Member Service Center Representative I
Tower Federal Credit Union
Laurel, MD
12.2019 - 09.2020
- Serve as the primary contact for all potential, new and existing members and services all share and loan requests. With in-depth knowledge about all products, services regulations, and procedures of the operational departments within the credit union and processes all member requests through various systems.
- Provided comprehensive support to members by processing share and loan requests, ensuring a seamless service experience.
- Demonstrated thorough knowledge of credit union products, services, regulations, and procedures to effectively address member inquiries.
- Handled member requests with proficiency across multiple systems, maintaining high standards of accuracy and efficiency.
- Processed member transactions accurately using banking software and systems.
- Exceeded departmental standards for average handle time while maintaining high levels of quality assurance ratings consistently throughout tenure at the service center.
- Handled complex inquiries by utilizing advanced problem-solving techniques and extensive knowledge of company offerings.
Financial Service Representative II and Member Service
First Financial Federal Credit Union of Maryland
Lutherville-Timonium, MD
08.2018 - 12.2019
- As a Financial Service Representative II at First Financial Federal Credit Union of Maryland, expertly managed a diverse portfolio of client accounts, provided comprehensive financial advice, and facilitated transactions including loans, account management, and investment services, while ensuring compliance with federal regulations and achieving high customer satisfaction rates.
- In the role of Member Service Representative I at First Financial Federal Credit Union of Maryland, delivered exceptional customer service by addressing member inquiries, conducting routine financial transactions, and assisting with account maintenance, contributing to the credit union's reputation for member-focused service excellence.
- Consistently demonstrated a strong work ethic, arriving punctually for shifts and maintaining focus on providing top-tier service throughout entire workday.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
Drive Thru Teller
First US Bank
McCalla, AL
04.2016 - 02.2018
- Helped customers with daily transactions ranging from cashing checks and making deposits. Answer and assist with banking needs on accounts and inquiries on accounts. Find and open suitable products to help customers’ financial needs.
Pharmacy Cashier/Technician in Training
Walmart Neighborhood Market
Vestavia Hills, AL
06.2015 - 04.2016
- Helping customers with daily transactions in a courteous and friendly manner.
- Filling up pharmaceutical orders from the computer system in the order that they come in, also includes doing priority orders first. Checking customers’ prescriptions before giving them to customers. Answering any questions that they have on products and following state and US law on the sale of certain drugs. Responsible for entering new prescriptions, insurance, and personal information on patients. Count drugs and prepare bottle labels to fill prescriptions according to Alabama law. Help pharmacist troubleshoot customers’ questions. Perform cashier functions as needed.
Event Planner
Publix Supermarkets
Vestavia Hills, AL
04.2014 - 05.2015
- My job was put into place to take over all bakery, deli, and other department requests for catering and events this would include birthdays, weddings, and large/small catering events. Located near the entrance of the store to achieve a higher level of results with being able to interact with customers as soon as they came into the location, using an ordering system that would communicate with the other departments to ensure the best experience for customers for their needs Attended events for weddings, sports and trade show to bring more attention to the new department. Had monthly sale goals to meet. Became the sole caterer for the Birmingham Barons and away teams.
- Coordinated schedules and timelines for events.
- Developed tailored event plans to meet client objectives, ensuring seamless execution and positive guest experiences.
- Produced concept plans for high-profile corporate meetings and events.
TeleBanking Specialist
Regions Bank
Hoover, AL
09.2009 - 04.2014
- Help customers with their banking need over the telephone.
- Profiled and offered products to help customers with improving their daily banking needs. Provided outstanding customer service on every call.
- Upheld Regions Core Values.
Telephone Banker Level III/Training Coach/Floor Support/Teller
Wachovia Bank N.A.
Birmingham, AL
03.2006 - 09.2009
- Answered hundreds of calls daily that would range from general questions to complex concerns. Helped with training new classes. Help with floor support, answer questions in those in need while helping customers on the telephone. Helped customers with telephone banking over the telephone (verifying deposits, withdraws, overdraft fees, transfers, upcoming electronic withdraws) Sales was highly important while assisting customers would look into their file to find products that would better their needs, from savings account for overdraft protection to investments to help future income. Check cashing, open accounts, address concerns with accounts, deposit night deposits for local businesses.
- Trained new staff on banking procedures and customer interaction best practices effectively.
- Used CRM system daily to maximize service opportunities and enhance communication.
- Improved customer satisfaction by going above-and-beyond to answer questions and offer expert support.
- Navigated complex customer issues, escalating to appropriate departments when necessary.
- Assisted clients with account inquiries, transactions, and banking products efficiently.
Education
High School Diploma -
Hoover High School
Hoover, AL12.2001
Skills
- Phone Etiquette
- Customer Service
- CRM Software
- Microsoft Operating Systems
- Schedule Management
- Multitasking
- Problem Solving
- Team Development
- Appointment Setting
- Data Entry
- Phone Operating
- Quality Control
- Team and Goal Oriented
- Analytical
Timeline
Call Center Agent
The Orthopaedic Center
12.2024 - Current
Customer Service Specialist
The To-Do Dudes
12.2023 - 03.2024
Customer Service Representative
Leonard's Photography
08.2020 - 12.2023
Member Service Center Representative I
Tower Federal Credit Union
12.2019 - 09.2020
Financial Service Representative II and Member Service
First Financial Federal Credit Union of Maryland
08.2018 - 12.2019
Drive Thru Teller
First US Bank
04.2016 - 02.2018
Pharmacy Cashier/Technician in Training
Walmart Neighborhood Market
06.2015 - 04.2016
Event Planner
Publix Supermarkets
04.2014 - 05.2015
TeleBanking Specialist
Regions Bank
09.2009 - 04.2014
Telephone Banker Level III/Training Coach/Floor Support/Teller
Wachovia Bank N.A.
03.2006 - 09.2009
High School Diploma -
Hoover High School