Tracie Henson
Winnsboro
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Agent /M & R DSNP Specialist
Concentrix / Client; United Healthcare
03.2022 - Current
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
- Addressed customer account discrepancies and concerns.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
Advisor Sales 2 / Pharmacy Tech OptumRx
Concentrix / Client United Healthcare
03.2022 - Current
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Entered and processed patients' prescriptions into internal system.
- Streamlined prescription processing with accurate data entry and verification of patient information.
- Assisted in management of prescription deliveries, improving patient convenience.
- Utilized pharmacy management software to process prescriptions efficiently.
- Set up and modified patient profiles to include current medications and insurance details.
- Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
Merchandiser/ Sales Rep for Epson, and Mars Pet
Advantage Solutions Sales And Marketing
10.2016 - 02.2022
- Removed damaged, out-of-code, not-in-set and discontinued items from displays.
- Updated pricing and signage to complete product displays and educate customers.
- Inspected merchandise for quality and arranged proper display location on floor.
- Managed inventory levels with regular monitoring, ordering, and stock replenishment for optimal product availability.
- Monitored inventory levels and kept adequate stock in product displays on sales floor.
- Verified products appeared at correct locations in proper quantities.
- Completed efficient store resets to prepare store for special promotions and seasonal updates.
- Enhanced customer satisfaction by providing product knowledge and recommending suitable items based on individual needs.
- Monitored competitor activity, adapting strategies to maintain competitive advantage.
- Coordinated with store management to identify and capitalize on cross-merchandising opportunities.
- Collaborated with store managers to determine best placement for merchandise displays.
Education
GED -
Robert E Lee High School
TylerSkills
- Customer service
- Data entry
- Problem resolution
- Outstanding communication skills
- Call center experience
- Active listening
- Complaint handling
- Customer relationship management (CRM)
- Microsoft office suite proficiency
- Live chat support
- Inbound call management
- De-escalation techniques
- Inbound customer service
- Call flow maximization
- CRM software
- Documentation and reporting
- Time management
- Multitasking and organization
- Reliability and punctuality
- Team collaboration
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
- Phone etiquette
- Technical troubleshooting
- Script adherence
- Computer proficiency
- Microsoft outlook
- Product knowledge
- Data collection
- Microsoft Excel
- Critical thinking
- Call management
- Professional telephone demeanor
- Complaint resolution
- Administrative support
- Building rapport
- Call center operations
- System implementation
- Service standard compliance
- Office equipment proficiency
- Documentation
- Multi-line phone talent
- Information security
- Reading comprehension
- Prioritization
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Certification
- Texas Driver's License
- Forklift Certification
Languages
English
Professional Working
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Interests
My Dogs, my two grandsons, and furthering my education
Work Preference
Work Type
Full TimePart TimeContract WorkWork Location
RemoteHybridImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursPersonal development programsHealthcare benefitsWork from home optionPaid time offPaid sick leave401k match4-day work weekQuote
The hardest thing when you think about focusing. You think focusing is about saying "Yes." No. Focusing is about saying "No." And when you say "No," you piss off people.
Steve Jobs
Software
Microsoft Word
Winows 10,11
IOS
Outlook,Gmail,Yahoo, Google Chrome Safari, Firefox, Zendesk, Teams, Zoom,
Timeline
Customer Service Agent /M & R DSNP Specialist
Concentrix / Client; United Healthcare
03.2022 - Current
Advisor Sales 2 / Pharmacy Tech OptumRx
Concentrix / Client United Healthcare
03.2022 - Current
Merchandiser/ Sales Rep for Epson, and Mars Pet
Advantage Solutions Sales And Marketing
10.2016 - 02.2022
GED -
Robert E Lee High School
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