Tracey Thomas-Petty
Shakopee,MN
Summary
Highly-motivated professional with 20+ years experience with a desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
23
23
years of professional experience
Work History
Senior Customer Service Representative
Verizon Wireless
Shakopee, MN
01.2013 - 02.2023
- Manage high volume call center, providing support to customers for billing, technical issues, and account inquiries.
- Handle complex customer issues, including disputes, billing discrepancies, and service outages.
- Train and mentor new representatives on best practices for handling customer issues and achieving customer satisfaction.
- Meet and exceed customer service goals, achieving an average customer satisfaction rating of 95%.
- Collaborate with cross-functional teams to resolve technical issues and improve service offerings.
- Train and mentor new representatives on best practices for handling.
- Handle escalated complex customer issues.
Customer Service Representative
Verizon Wireless
Mankato, MN
01.2012 - 01.2013
- Provided exceptional customer service and support for billing, technical issues, and account inquiries.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Achieved high customer satisfaction ratings, averaging 90%
- Consistently met and exceeded customer service goals.
Retail Sales Consultant
Verizon Wireless
West St. Paul, MN
09.2010 - 12.2011
- Built strong customer relationships and maintained a high level of customer satisfaction, achieving an average customer satisfaction rating of 85%.
- Consistently exceeded monthly sales targets by an average of 25%.
- Developed and maintained a deep understanding of Verizon Wireless products and services to effectively recommend solutions to customers.
- Demonstrated excellent communication skills, both in person and over the phone, to provide exceptional customer service.
- Worked collaboratively with team members to achieve store sales goals and improve overall customer experience.
- Maintained a clean and organized sales floor, ensuring an enjoyable shopping experience for customers.
Assist-Retail Sales Operations
Verizon Wireless
Maplewood, MN
11.2008 - 07.2010
- Managed inventory levels to ensure adequate stock of products and accessories, minimizing out-of-stock situations.
- Provided support to store associates on inventory-related inquiries and issues.
- Conducted physical inventory audits to ensure accuracy and identify discrepancies.
- Maintained accurate records of inventory levels and transactions.
- Worked collaboratively with store managers to optimize inventory levels, reduce waste and costs, and improve efficiency.
- Manage inventory levels to ensure adequate stock of products and accessories, minimizing out-of-stock situations
- Work collaboratively with store managers to develop and implement sales strategies, drive sales, and improve customer experience.
- Acting Manager on Duty when needed.
- Ensure expenses and receipts are justified and processed.
Retail Sales Consultant
Verizon Wireless
Burnsville, MN
05.2007 - 11.2008
- Engaged positively with each customer, providing professional and polite support for sales and service needs.
- Utilized strong customer service skills to meet and exceed sales goals.
- Helped customers by answering questions and locating merchandise.
- Used product knowledge to suggest items to match client needs.
- Identified demand for service offerings through needs assessments.
Retail Customer Service
Verizon Wireless
Bloomington, MN
12.2005 - 05.2007
- Provided exceptional customer service to customers, resolving inquiries and issues in a timely and professional manner.
- Utilized problem-solving and conflict resolution skills to effectively resolve customer issues.
- Worked collaboratively with team members to ensure customer satisfaction and improve overall store experience.
- Maintained a high level of knowledge of Verizon Wireless products and services to effectively recommend solutions to customers.
- Demonstrated flexibility and adaptability in a fast-paced, ever-changing environment
- Team leader assist management with duties and help train New Hire.
Guest Service Agent
Grand Hotel Minneapolis a Kimpton Hotel
Minneapolis, MN
07.2000 - 08.2004
- Managed guest check-in and check-out procedures, reservations and payments.
- Resolved guest challenges and complaints by applying resourceful and actionable solutions.
- Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
- Established knowledge of local restaurants, historic sites, nightlife and shows so that such information could be given to interested guests.
- Provided concierge services for guests.
- Balanced hotel accounts at end of each shift.
- Manager on Duty when needed
- Assist Group Sales and VIP Arrivals
- Night Auditor
Education
Associate of Applied Science - Surgical Technology
High-Tech Institute - St. Louis Park
Saint Louis Park, MN11.2004
Skills
- Ability to work collaboratively with team members to achieve goals
- Strong analytical and financial skills
- Attention to Details
- Excellent communication and collaboration skills
- Timing Optimization
- Proficient in Microsoft Office Suite,
Timeline
Senior Customer Service Representative
Verizon Wireless
01.2013 - 02.2023
Customer Service Representative
Verizon Wireless
01.2012 - 01.2013
Retail Sales Consultant
Verizon Wireless
09.2010 - 12.2011
Assist-Retail Sales Operations
Verizon Wireless
11.2008 - 07.2010
Retail Sales Consultant
Verizon Wireless
05.2007 - 11.2008
Retail Customer Service
Verizon Wireless
12.2005 - 05.2007
Guest Service Agent
Grand Hotel Minneapolis a Kimpton Hotel
07.2000 - 08.2004
Associate of Applied Science - Surgical Technology
High-Tech Institute - St. Louis Park
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