Tracey Franklin
TROY,NY
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
1
1
year of post-secondary education
21
21
years of professional experience
Work History
Customer Service Representative
Maximus Call Center
Albany, NY
10.2025 - Current
- Educated customers on product features and service options available.
- Documented customer interactions clearly for future reference and follow-up.
- Answered customer inquiries and provided accurate information regarding products and services.
Customer Service Representative
Spectrum
Rensselaer, New York
02.2025 - 09.2025
- Assisted customers with inquiries regarding services and billing issues.
- Resolved customer complaints efficiently to enhance satisfaction levels.
- Educated customers on product features and service options available.
- Processed service orders and account updates accurately in the system.
- Collaborated with team members to improve communication strategies.
- Documented customer interactions clearly for future reference and follow-up.
- Participated in training sessions to enhance product knowledge and skills.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Developed strong customer relationships to encourage repeat business.
District Manager
Spirit Halloween Super Store
Albany, Ny
06.2021 - 11.2024
- Managed daily operations across multiple retail locations during peak Halloween season.
- Trained and mentored store managers on operational best practices and employee engagement.
- Provided ongoing coaching and training for store managers on how to maximize productivity and profits.
- Conducted regular site visits to assess performance and implement improvement strategies.
- Analyzed sales data to identify trends and inform operational decision-making processes.
- Oversaw inventory management and ensured timely stock replenishment in stores.
- Collaborated with marketing teams to execute promotional events and in-store displays.
- Enforced company policies to maintain a safe and compliant work environment for employees.
- Managed all personnel matters within the district including recruitment, hiring, performance reviews, disciplinary actions.
District Manager
Cumberland Farms
Albany, Ny
01.2006 - 03.2021
- Trained and mentored store managers on operational best practices and employee engagement.
- Provided ongoing coaching and training for store managers on how to maximize productivity and profits.
- Managed all personnel matters within the district including recruitment, hiring, performance reviews, disciplinary actions.
- Conducted regular store visits to ensure compliance with company policies, standards, and regulations.
- Conducted regular site visits to assess performance and implement improvement strategies.
- Analyzed sales data to identify trends and inform operational decision-making processes.
- Developed strategic plans for increasing sales, reducing costs, improving operations efficiency.
- Ensured that all stores met their monthly targets by providing guidance and support as needed.
- Analyzed financial data for each store in the district to identify areas of improvement or growth potentials.
- Regularly communicated updates regarding changes in corporate policies or procedures down through store level employees.
- Oversaw inventory management and ensured timely stock replenishment in stores.
- Collaborated with marketing teams to execute promotional events and in-store displays.
- Resolved customer complaints quickly and effectively while maintaining a high level of customer service satisfaction.
- Enforced company policies to maintain a safe and compliant work environment for employees.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Cultivated positive rapport with associates and team leadership.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
Education
Buisness
Southern Maine Tech
Portland , Me 06.2000 - 08.2001
Skills
- Customer service
- Team leadership
- Operational management
- Sales analysis
- Inventory control
Timeline
Customer Service Representative
Maximus Call Center
10.2025 - Current
Customer Service Representative
Spectrum
02.2025 - 09.2025
District Manager
Spirit Halloween Super Store
06.2021 - 11.2024
District Manager
Cumberland Farms
01.2006 - 03.2021
Buisness
Southern Maine Tech
06.2000 - 08.2001