Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
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Tracey Palestini

Winter Springs

Summary

Dynamic Customer Care Professional with a proven track record at Concentrix, excelling in complaint handling and technical troubleshooting. Recognized for increasing first-call resolution rates and reducing customer churn through empathetic communication and effective problem resolution. Committed to fostering teamwork and delivering exceptional customer service in fast-paced environments.

Overview

28
28
years of professional experience

Work History

Customer Care Professional

Concentrix
02.2023 - Current
  • Collaborated with team members to improve overall performance, sharing best practices and pooling resources for optimal results.
  • Provided excellent support to customers, troubleshooting technical issues and guiding them through resolution steps.
  • Handled escalated calls with professionalism and diplomacy, working towards resolutions that satisfied both customers and the company's interests.
  • Increased first-call resolution rates by effectively navigating internal systems to find quick solutions for customers.
  • Reduced customer churn rate with effective problem-solving skills and empathetic communication techniques.

ESE Paraprofessional

Seminole County School District
02.2005 - 10.2006
  • Coordinated accommodations for testing situations, ensuring fair assessment opportunities for all students.
  • Promoted independence among ESE students by encouraging self-advocacy skills and fostering a sense of ownership over personal learning goals.
  • Supported teachers in managing classroom routines and maintaining consistent schedules while accommodating the unique needs of ESE students.
  • Provided one-on-one support for students with disabilities, enabling them to reach their full potential in the classroom.
  • Facilitated communication between parents, teachers, and administrators about student needs and achievements, enhancing overall educational experience.
  • Navigated sensitive situations with confidentiality and professionalism, maintaining trust among stakeholders involved in students'' education plans.

Back Office Medical Assistant

Block, Nation, Chase and Smolen
04.2001 - 02.2005
  • Ensured compliance with HIPAA regulations through meticulous handling of sensitive patient information.
  • Supported positive teamwork within the healthcare team through clear communication, active listening, and constructive feedback.
  • Facilitated insurance claim processing by accurately verifying coverage and submitting necessary documentation.
  • Performed medical records management, including filing, organizing and scanning documents.

Teacher

Longwood Christian Learning Center
03.1997 - 04.2001
  • Developed strong relationships with students, parents, and colleagues by maintaining open lines of communication and fostering a supportive learning environment.
  • Managed classroom behavior effectively by establishing clear expectations, modeling appropriate conduct, and consistently enforcing established rules and consequences.
  • Enhanced classroom engagement through the use of interactive teaching methods, such as group projects and hands-on activities.
  • Maintained accurate records of student progress, attendance, and behavior to facilitate ongoing communication with parents about their child''s educational journey.
  • Differentiated instruction to accommodate diverse learning needs, ensuring each student had an equal opportunity for success.
  • Assessed student performance regularly using both formative and summative assessments to inform future lesson planning.
  • Continuously pursued professional development opportunities such as workshops or conferences to stay current in educational trends.
  • Organized extracurricular activities such as clubs or field trips that enriched students' learning experiences outside traditional classroom settings.
  • Improved student engagement by incorporating interactive learning technologies into lesson plans.
  • Enhanced students' critical thinking and problem-solving skills through project-based learning.
  • Created and developed lesson plans to meet students' academic needs.
  • Helped students explore concepts with engaging, learning-focused activities.
  • Implemented reading and writing workshops to increase student literacy and support school reading programs.

Education

Associate Of Arts -

Seminole State College of Florida
Sanford, FL

Skills

  • Customer service excellence
  • Complaint handling
  • Data management
  • Inbound call answering
  • Customer service
  • Time management
  • Multitasking and organization
  • Active listening
  • Verbal and written communication
  • Decision-making
  • Problem resolution
  • Customer relations
  • Phone etiquette
  • First call resolution
  • Call center experience
  • Product knowledge
  • Technical troubleshooting
  • Customer relationship management
  • Documentation and reporting
  • Quality assurance
  • Issue escalation
  • Punctuality and reliability
  • Teamwork and collaboration
  • Attention to detail
  • Calm and professional under pressure
  • Excellent communication
  • Computer skills
  • Understanding customer needs

Additional Information

I earned Teacher Of The Year in 2000 and also organized and directed school wide holiday and end of year performances.

Timeline

Customer Care Professional

Concentrix
02.2023 - Current

ESE Paraprofessional

Seminole County School District
02.2005 - 10.2006

Back Office Medical Assistant

Block, Nation, Chase and Smolen
04.2001 - 02.2005

Teacher

Longwood Christian Learning Center
03.1997 - 04.2001

Associate Of Arts -

Seminole State College of Florida

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Tracey Palestini