Summary
Overview
Work History
Education
Skills
Timeline
Generic
TRACEY MURPHY

TRACEY MURPHY

Millsboro,DE

Summary

Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success.

Overview

31
31
years of professional experience

Work History

Bank Voice, High Priority Specialist

Capital One Bank
05.2024 - Current
  • Answering a high volume of more complex call types such as, digital Issues, wire transfers & Escalations
  • Demonstrating the ability to actively listen, ask discovery questions, while maintaining call control.
  • Understanding customers needs, using empathy and de-escalation techniques
  • Exceptional problem solving skills in handling more difficult calls
  • Learned and adapted quickly to new technology and software applications.
  • Worked well in a team setting, providing support and guidance.

Bank Voice, Acquirer

Capital One Bank
01.2023 - 05.2024
  • Taking high volume of calls, while maintaining expected adherence, handling time required
  • Proactive work at home service driven team player
  • Utilize multiple systems, programs and monitors in order to efficiently service the customer

Guest Service Team Leader

Lowes Foods
06.2014 - 04.2019
  • Learned roles of other departments to provide coverage and keep store operational
  • Streamlined opening and closing procedures as integral member of store staff.
  • Trained and supervised new employees to apply best practices in customer service and store operations.

Asst Customer Service & Fulfillment Manager

John Wiley & Sons
05.2002 - 11.2012
  • Individual Pacesetter Award Winner for maintaining excellence and integrity
  • Managed team in repairing broken relationship with Journal Customer and Wiley, due to use of outdated standards.
  • Created new programs resulting in increased productivity and customer satisfaction.
  • Proved successful working within tight deadlines and a fast-paced environment.

Customer Service Lead

John Wiley & Sons
03.2000 - 05.2002
  • Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
  • Assisted operators with handling calls and took over escalated concerns to deliver expert solutions.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

Customer Service Representative

John Wiley & Sons
06.1994 - 03.2000
  • Answered 200-300 calls a day regarding customer complaints and queries, fast-tracking for problem resolution.

Education

High School Diploma -

Bridgewater Raritan High School West
Bridgewater, NJ
06.1988

Skills

  • Personal accountability
  • Driven individual
  • Critical thinking skills
  • Strategic decision making
  • Active listening
  • Organizational time strategies
  • Strong focus on accuracy
  • Consistent dependability

Timeline

Bank Voice, High Priority Specialist

Capital One Bank
05.2024 - Current

Bank Voice, Acquirer

Capital One Bank
01.2023 - 05.2024

Guest Service Team Leader

Lowes Foods
06.2014 - 04.2019

Asst Customer Service & Fulfillment Manager

John Wiley & Sons
05.2002 - 11.2012

Customer Service Lead

John Wiley & Sons
03.2000 - 05.2002

Customer Service Representative

John Wiley & Sons
06.1994 - 03.2000

High School Diploma -

Bridgewater Raritan High School West

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