Traci Hilliard
Tulsa,OK
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Technical Support industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
Work History
Premier Service Consultant
AT&T
06.2015 - Current
- Applied advanced communication skills and knowledge of microsoft and CRM on daily basis.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Successfully collaborated with cross-functional teams in order to develop innovative service offerings tailored to the unique needs of each client.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Documented problems and corrective actions to maintain records.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Customer Service Reservation Agent
Alorica
02.2015 - 06.2015
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Manager -In Training
Taco Bueno
06.2014 - 06.2015
- Conferred with customers each day to maintain current understanding of needs and preferences, resolve issues, and promote brand loyalty.
- Enhanced supervisory and leadership abilities by working closely with supervisor.
- Analyzed customer feedback to identify areas for improvement.
- Acted with integrity, honesty and knowledge to promote culture of company.
- Monitored cash drawers in multiple checkout stations to confirm adequate cash supply.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established team priorities, maintained schedules and monitored performance.
Education
High School Diploma -
Booker T Washington High School
Tulsa, OK08.2014
Skills
- Microsoft Word
- Microsoft PowerPoint
- Microsoft Excel
- Technical Support
- Product Promotion
- Professional Telephone Demeanor
- Managing Multiple Tasks
- CRM Software
- Computer Proficiency
- Typing Proficiency
- Reading Comprehension
- Customer Retention Strategies
Timeline
Premier Service Consultant
AT&T
06.2015 - Current
Customer Service Reservation Agent
Alorica
02.2015 - 06.2015
Manager -In Training
Taco Bueno
06.2014 - 06.2015
High School Diploma -
Booker T Washington High School
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