TRACI ALBERTSON
Travelers Rest,SC
Summary
Driven to excel, I leveraged my call monitoring and customer service expertise at Directory Assistant At&t to elevate service quality, achieving notable customer satisfaction improvements. By mentoring staff and refining process controls, I enhanced team performance and resolved escalated issues efficiently, demonstrating a blend of technical support acumen and empathetic leadership.
Overview
11
11
years of professional experience
Work History
Call Center Supervisor
Directory Assistant At&t
11.2015 - 01.2021
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Developed process controls and metrics for daily management of call center.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
- Maintained up-to-date knowledge of products and services offered to customers.
- Built strong relationships with clients by following up on previous purchases and suggesting new products.
Customer Service Representative
B & T Services
02.2010 - 04.2015
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed escalations effectively, resolving complex issues quickly while maintaining high levels of professionalism and empathy towards customers.
- Provided ongoing feedback to team members, leading to improved communication skills and conflict resolution abilities.
- Resolved [Product or Service] issues by clarifying customer's complaints, determining causes of problems and selecting best solutions.
- Informed customers of sales promotions and services, warranties or terms of sale and refunds or exchanges.
- Maintained customer account information database by canceling and updating customer accounts.
Education
Bachelor of Science - Introduction To Technology/Cyber Security
Colorado Technical University
Colorado Springs, CO06.2027
Skills
- Call Monitoring
- Quality Assurance
- Coaching and Mentoring
- Staff Motivation
- Customer service focus
- Information tracking
- Technical Support
- Complaint resolution
- Document Management
- Employee Motivation
Timeline
Call Center Supervisor
Directory Assistant At&t
11.2015 - 01.2021
Customer Service Representative
B & T Services
02.2010 - 04.2015
Bachelor of Science - Introduction To Technology/Cyber Security
Colorado Technical University
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