Tracey Rader
Altus
Summary
Dynamic Call Center Team Leader with a proven track record at Cross Country Automotive Services, excelling in team management and customer relations. Enhanced productivity through innovative strategies and effective coaching, achieving significant improvements in customer satisfaction. Skilled in escalation handling and critical thinking, fostering strong client relationships while resolving complex issues efficiently.
Experienced with directing call center activities and guiding team members to success. Utilizes effective communication techniques to resolve customer issues and enhance satisfaction. Track record of fostering positive team environment and driving operational improvements.
Professional leader with strong expertise in call center operations. Known for fostering effective team collaboration and driving results. Skilled in conflict resolution, performance management, and process optimization. Adaptable and reliable, ensuring seamless alignment with evolving business needs.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
12
12
years of professional experience
Work History
Call Center Team Leader
Cross Country Automotive Services
08.2001 - 11.2008
- Collaborated with other departments to resolve complex customer issues, ensuring overall company success and client satisfaction.
- Partnered with management on strategic initiatives aimed at enhancing overall business effectiveness through improved customer engagement and team performance.
- Served as an escalation point for challenging customer situations, resolving conflicts professionally while preserving strong client relationships.
- Requested team member feedback regarding existing operations and analyzed findings to improve policies and procedures.
- Implemented new call center strategies and procedures, leading to enhanced productivity and customer service quality.
- Reduced employee turnover rates through effective coaching techniques and ongoing support for team member success.
- Conducted periodic surveys with customers and potential customers to increase quality.
- Leveraged advanced problem-solving skills to address customer inquiries quickly and effectively, leading to increased satisfaction rates.
- Developed comprehensive training materials for new hires, resulting in faster onboarding and smoother integration into the team.
- Assisted with recruitment efforts by participating in interviews, helping to select top talent to join the call center team.
- Coached and mentored team members for improved performance, resulting in increased call handling efficiency and reduced wait times.
- Conducted regular performance reviews for team members, identifying strengths and opportunities for development to foster professional growth.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Attended safety training meetings to learn procedures for handling medical and fire emergency calls.
Customer Service Representative
Afni Call Center
02.2001 - 03.2002
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained staff on operating procedures and company services.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Cross-trained and provided backup support for organizational leadership.
- Identified and resolved discrepancies and errors in customer accounts.
Customer Service Representative
Aegis Communications, Inc
03.1997 - 10.2000
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Enhanced customer satisfaction by resolving complex issues promptly and professionally.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
- Addressed customer account discrepancies and concerns.
Education
Data Processing Degree - Business Administration
Tucson Learning Center
Tucson, AZ05-1992
GED -
Tucson Learning Center
Tucson, AZ05-1992
Skills
- Team management
- Escalation handling
- Call routing
- Workforce planning
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Computer proficiency
- Complaint resolution
- Microsoft Excel
- Payment processing
- Microsoft outlook
- Documentation
- Microsoft PowerPoint
- Data collection
- De-escalation techniques
- Multi-line phone talent
- Quality assurance controls
- Customer satisfaction
- Customer support
- Positive attitude
- Telephone etiquette
- Call handling
- Database research
Timeline
Call Center Team Leader
Cross Country Automotive Services
08.2001 - 11.2008
Customer Service Representative
Afni Call Center
02.2001 - 03.2002
Customer Service Representative
Aegis Communications, Inc
03.1997 - 10.2000
Data Processing Degree - Business Administration
Tucson Learning Center
GED -
Tucson Learning Center
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