Tracey Pierre
Miami
Summary
Analytical professional prepared for this role with extensive experience in data analysis and interpretation. Known for delivering actionable insights and driving process improvements that align with business goals. Highly collaborative team player with focus on achieving results and adapting to changing needs. Skilled in statistical analysis, data visualization, and project management.
Overview
16
16
years of professional experience
Work History
Analyst, Guest Solutions and Recovery
Spirit Airlines
Dania Beach, FL
12.2019 - Current
- Mitigate customer issues utilizing various conflict resolution strategies to provide efficient, low cost, effective solutions; and escalating greater concerns to management as needed
- Managing multiple tasks involving the use of information management systems and programs to provide customers with accurate flight information
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Navigated multiple systems simultaneously for efficient information retrieval during live calls with customers.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Accomplished multiple tasks within established timeframes.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Perform other duties as assigned or as may be necessary to make sure our Guests are safe and have a fantastic Spirit experience
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Enhanced report accuracy, conducting thorough data audits on regular basis.
- Improved decision-making processes, providing senior management with detailed analysis and actionable insights.
- Drove revenue growth by identifying underperforming areas and recommending solutions.
- Streamlined data collection methods to improve speed and accuracy of analysis.
- Developed comprehensive training materials for new analysts, improving onboarding efficiency.
WAH – Service Center Representative
Sedgwick Claims Management
Orlando, FL
11.2020 - 07.2021
- Acts as primary liaison with callers; follows client specifications in assisting with questions and solving problems related to the claims application and servicing processes
- Maintained detailed records of customer interactions, ensuring accurate documentation for future reference or follow-up actions.
- Enhanced customer satisfaction by providing timely and accurate information on products and services.
- Collaborated with team members to improve overall service center performance and customer experience.
- Demonstrated adaptability and flexibility in managing shifting priorities and adjusting workload to accommodate high call volume periods during peak seasons.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
WAH – Advanced Technical Support Agent
Sutherland Global
Miami, USA
09.2020 - 11.2020
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Diagnosed system errors with meticulous attention to detail, ensuring accurate solutions were provided.
- Managed high call volume efficiently, addressing customer concerns promptly and professionally.
- Enhanced communication skills through active listening techniques during customer interactions, resulting in more effective problem-solving abilities.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Walked individuals through basic troubleshooting tasks.
- Documented support interactions for future reference.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Handled sensitive customer data securely while troubleshooting account-related problems, maintaining trust between the company and its clients.
- Improved customer satisfaction by providing timely and efficient technical support to clients.
Customer Service Agent
Spirit Airlines
Ft. Lauderdale, USA
02.2017 - 12.2019
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Perform other duties as assigned or as may be necessary to make sure our Guests are safe and have a fantastic Spirit experience
Task Force Account Manager/Human Resources Assistant
Towne Park LLC
Miami, FL
12.2013 - 12.2019
- Supervising multiple valet operations for 200+room hotel with multiple of 15-200+ associates
- Serving as the lead point of contact for all valet operation matters
- Understanding and successfully meeting organizational objectives, customer needs and contractual obligations
- Worked with human resources to recruit top-quality candidates for key vacancies.
- Kept abreast of industry trends and best practices in human resources management, applying new techniques where appropriate.
- Collaborated with human resources to streamline payroll processing while ensuring proper deductions were applied.
- Responsible for training new cashiers on collecting revenue and valet operating systems like Advanced Valet Parking System (AVPM) and Computerized Valet Parking Systems (CVPS)
- Implementing the 'Shared Associate Program' creating incentives for associates to reduce associate turnover from 158% to 118% in three (3) months
- Developing cohesive working relationships with the customers and staff members
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Clearly communicating the progress of monthly/quarterly initiatives to internal and external management team and stakeholders
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Mitigating risk, as well as deescalating any guest issues relating to customer service
- Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future investments.
- Improved overall team productivity by implementing best practices in organization and time management.
- Ensuring compliance with local, state, and federal laws
- Actively participated in networking events within the industry, expanding professional connections and generating leads.
- Performing other duties as assigned
Assistant Account Manager/Lead Guest Services Coordinator
Towne Park LLC
Miami Beach District, USA
07.2009 - 12.2013
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Cross-trained existing employees to maximize team agility and performance.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Assisted in the preparation of detailed reports for management review, highlighting key performance metrics related to account management activities.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
Education
MBA - Business Analytics
Florida International University
Winter Haven, Florida05.2023
Bachelor of Science - Hospitality Management
Florida International University
Winter Haven, Florida04.2013
Associate of Applied Science - Business Administration
Miami Dade College
Miami, Florida04.2010
Skills
- Microsoft office
- Workload prioritization
- Remote support
- Outstanding communication skills
- Client relationship management
- Administrative skills
- Accounts receivable
- Strong multitasking
- Analytical thinking
- Call center experience
- Ticket management
- Empathetic and genuine
- Customer satisfaction
- Customer complaint resolution
Timeline
WAH – Service Center Representative
Sedgwick Claims Management
11.2020 - 07.2021
WAH – Advanced Technical Support Agent
Sutherland Global
09.2020 - 11.2020
Analyst, Guest Solutions and Recovery
Spirit Airlines
12.2019 - Current
Customer Service Agent
Spirit Airlines
02.2017 - 12.2019
Task Force Account Manager/Human Resources Assistant
Towne Park LLC
12.2013 - 12.2019
Assistant Account Manager/Lead Guest Services Coordinator
Towne Park LLC
07.2009 - 12.2013
MBA - Business Analytics
Florida International University
Bachelor of Science - Hospitality Management
Florida International University
Associate of Applied Science - Business Administration
Miami Dade College