Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tracey Yancey-Haywood

Cleveland,TX

Summary

Dynamic Member Services Representative at Freedom, recognized for delivering first-contact resolutions to customer inquiries, including seamless online portal access and mobile app installation. Proven Customer Service Specialist at cPanel, dedicated to enhancing customer experiences through effective licensing support, order management, and account setup, along with partner application assistance. With seven years of experience as a Web Advisor at Newfold Digital, expertise in technical support, billing resolutions, and personalized product recommendations has been finely honed. Committed to providing efficient, customer-centric solutions that consistently uphold service excellence in every interaction.

Overview

40
40
years of professional experience

Work History

Member Services Advocate II

Freedom Debt Relief
Houston, TX
12.2025 - Current
  • Guided clients in evaluating debt relief options and understanding legal implications of financial decisions.
  • Utilized strong communication and analytical skills to resolve customer inquiries efficiently.
  • Streamlined high-volume call center processes while upholding rigorous service quality benchmarks.
  • Addressed complex customer inquiries through escalated calls, facilitating solutions that aligned with both customer needs and company policies.
  • Addressed customer concerns promptly and supplied accurate information to foster improved satisfaction levels.
  • Engaged with customers through attentive listening, contributing to improved retention rates and favorable responses from clients.
  • Guided clients through website and mobile app features, ensuring seamless access to account services.
  • Executed account adjustments for clients, ensuring seamless integration into the program.
  • Handling 30 or more customer interactions daily

Customer Service Agent Level I

cPANEL LLC. / WEBPROS INTERNTIONAL
Houston, TX
02.2022 - Current
  • Front line support via live chat and telephones
  • Respond to ticket via the Zendesk ticket system
  • Resolve billing issues including refunds, adding and canceling cPanel licenses
  • Troubleshooting licensing issues for cPanel direct licenses as well as addon licenses
  • Technical support for level one escalation of issues via the Zendesk ticket system
  • Proficient in performing basic math and pre-rated calculations
  • Excellent Customer Service Skills
  • Creation of and processing of License Orders
  • Handled over 50 customer interactions daily increasing customer satisfaction by 20%

Junior Systems Administrator / WebAdvisor Level II / Technical Support Engineer Tier 1

NEWFOLD DIGITAL / HOSTGATOR.COM LLC
Houston, TX
03.2015 - 02.2022
  • Front line support via live chat and telephones
  • Troubleshooting technical and non-technical customer issues with web hosting plans and services
  • Technical support for level one escalation of issues via helpdesk
  • ChatAdmin, RWHM, Billing 1 and Billing 2 empowerment training, Launchpad Empowerment Training
  • Proficient in performing basic math and pro-rated calculations
  • Excellent Customer Service Skills
  • Proficient in using and searching KEDB and JIRA for service guidelines and escalations
  • Performed phone payments on billing accounts

Cashier

HOME DEPOT
Houston, TX
08.2015 - 03.2018
  • Assist Customers with purchase complement
  • Assist Customers with finding the items they desire
  • Assist Customers with completing Credit Application
  • Handling Cash, Checks, and Credit Card purchases
  • Assist Customers with credit card payments
  • Cashier of the Month 3 times
  • Received numerous Homer (Customer Service Awards)

Security Supervision/Help Desk

ABM Security Services
Houston, TX
09.2011 - 03.2015
  • Daily monitoring of computer error logs and system updates.
  • Troubleshoot issues pertaining to software and hardware operations.
  • Install cables, operating systems and software.
  • Perform daily diagnostic test on software systems to include DvTel Closed Circuit cameras.
  • Execute minor repairs for electronic components and peripheral equipment.
  • Monitor and maintain daily event/activity logs including all IT service performed and repaired or replaced components.
  • Assist with user issues including printer errors and non-functioning equipment.
  • Develop SOP for the daily testing and trouble shooting of system.
  • Developed technical training manuals and step-by-step instructional guides for common employee technical issues.
  • Established internet use protocol/restrictions and monitor internet login access; while monitoring for suspicious or malicious data.
  • Perform weekly virus and malware scans, check and configure firewall settings.
  • Develop training schedules and facilitated technical training workshops.
  • Responsible for the upgrade of the present OS from Windows XP to Windows 7
  • Responsible for the daily storage and updating of all computer files and information

4-D Theater Operator, Membership

Houston Zoo
Houston, TX
03.2011 - 09.2011
  • Certified 4-D Theater Operator
  • Process Membership Applications/Payment
  • Assist Zoo Rangers with emergency situations
  • Trained new operators on equipment usage and standard operational procedures.

Desk Receptionist

Omni Hotels & Resorts
Houston, TX
01.2007 - 04.2011
  • Managed front desk operations, ensuring seamless guest check-in and check-out experiences.
  • Coordinated room assignments, addressing guest preferences and special requests efficiently.
  • Handled multi-line phone systems, directing inquiries to appropriate departments promptly.
  • Trained new reception staff on operational procedures and customer service protocols.
  • Maintained accurate records of reservations and guest interactions using hotel management software.
  • Collaborated with housekeeping and maintenance teams to ensure timely room readiness for guests.
  • Resolved customer problems and complaints.

Environmental Supervisor

Heritage Park of Katy Nursing Home
Katy, TX
09.2010 - 02.2011
  • Responsible for a 90% reduction in supply loss
  • Instituting a S.O.P for the department
  • Responsible for department passing the State Nursing Home Yearly Inspection for housekeeping
  • Responsible for the instituting of the uniform code for the department

Patrol Officer / Field Training Officer

Chicago Police Department
Chicago, IL
11.1985 - 04.2005
  • Training New Recruits when the first leave the academy
  • Traffic Enforcement
  • Arrest and Detaining of suspected criminal offenders
  • Performing Roadside Dui stops
  • Beat patrol
  • Testifying in criminal trials
  • Community Policing / Meeting and speaking with the citizens of the community and addressing any concerns or issues they have
  • Criminal Investigations
  • Responding to radio calls / Assisting other officers
  • Assisting on Medical and Fire Calls when needed

Education

Master of Science - Computer And Information Systems

Keller Graduate School of Management
Houston, TX

Bachelor of Science - Computer Information Systems

DeVry University
Houston, TX
12-2011

Skills

  • SOFTWARE: Microsoft Word, Microsoft Office, Visual Studio, PowerPoint, Excel, Visio, Microsoft Windows, Eclipse, Adobe Acrobat, cPanel, FTP, DNS, WHM, BASH Commands, Wordpress, Joomla, Basekit, Magenta
  • PROGRAMMING: C#, JAVA, C, HTML, Visual Basic, Visual Studio, SQL
  • OPERATING SYSTEMS: Microsoft 2000/XP/Vista/2007/2008
  • ANALYTICAL: System Analysis, Design and Integration, Object Oriented Analysis and Design, Critical Thinking, Digital Forensics, Active Directory, DNS troubleshooting, Email troubleshooting, Web site design
  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Relationship building
  • Call center experience
  • Complaint handling
  • Professional telephone demeanor
  • Call center operations
  • Technical support
  • Customer education

Timeline

Member Services Advocate II

Freedom Debt Relief
12.2025 - Current

Customer Service Agent Level I

cPANEL LLC. / WEBPROS INTERNTIONAL
02.2022 - Current

Cashier

HOME DEPOT
08.2015 - 03.2018

Junior Systems Administrator / WebAdvisor Level II / Technical Support Engineer Tier 1

NEWFOLD DIGITAL / HOSTGATOR.COM LLC
03.2015 - 02.2022

Security Supervision/Help Desk

ABM Security Services
09.2011 - 03.2015

4-D Theater Operator, Membership

Houston Zoo
03.2011 - 09.2011

Environmental Supervisor

Heritage Park of Katy Nursing Home
09.2010 - 02.2011

Desk Receptionist

Omni Hotels & Resorts
01.2007 - 04.2011

Patrol Officer / Field Training Officer

Chicago Police Department
11.1985 - 04.2005

Bachelor of Science - Computer Information Systems

DeVry University

Master of Science - Computer And Information Systems

Keller Graduate School of Management