Tracey Hacker

Provide remarkable customer service by communicating with multiple business partners throughout State Farm using Email, IM or Blackberry. Work as a team to receive the Exony VIM-Verint Impact 360 Request-Profile/End User Access form in Outlook Generic Mailbox and create tickets using HP Service Manager. Process tickets from HP Service Manager using Verint Impact 360 and/or Exony VIM; new tools for call centers and other business areas for scheduling, monitoring calls and receiving calls with correct skills. Apply experience using new tools and resources such as processing agent team and skill group changes and troubleshooting problems to meet the customer needs in a timely manner. Our resources available are Excel spreadsheets containing Workgroup and Data Source information along with Sharepoint that contains job aids and shared calendars; this information is vital to performing the process correctly.

Have excellent customer service experience with all levels of business partners within and outside State Farm. Familiar with Excellence in Operation Management (EOM) which involves Verint call monitoring and quality assurance. Helped my team reach goals while achieving my individual responsibilities. Reconciled billing issues by processing breakdowns of their billing and researching payments using the Billing Online System. This demonstrated resourcefulness, decision making skills and multitasking skills. Worked with our peers virtually within the other sites. Used Excel to keep statistics on SFPP work items completed.

Worked in Securities Products Dept and held multiple positions working with Variable Annuities & Life Ins. Applied attention to detail and teamwork to be successful in all these positions. As a system liaison, I communicated and built relationships with the Systems Coordinator & Life Business Analysts by reporting system problems as they occurred; leadership and technical experience by training co-workers on new tools

and helping them with computer issues.

Worked on several projects as a liaison between the Systems Department and Life Underwriting Dept, this required communication with all levels of business partners. The position demonstrated technical/functional expertise and leadership skills by creating and executing test cases, analyzing and implementing changes, updating status reports, and training co-workers.