Tracie Hunter
Cataula,GA
Summary
Pursuing a career in the field of Customer Service Management to utilize my education, experience, knowledge, hard work, and dedication to advance my career and become a major asset to a successive company. Educated with a Bachelor’s Degree in Criminal Justice and over 6 years of Customer Service Management and Training experience. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
18
18
years of professional experience
Work History
Claims Adjudicator
Alorica
Phenix City, AL
06.2020 - Current
- Collaborated with team members and management to meet goals.
- Meet and exceed Claims closed rate of 30+ claims per week with 100% quality score.
- Examined & maintained a wide range of unemployment compensation accounts/cases/applications & responded to multiple customer inquiries from a variety of sources.
- Reviewed unemployment claims against program eligibility requirements by comparing claims to state and federal guidelines regarding different programs.
- Verified work searches and referred clients to reemployment services.
- Conduct fact-finding to obtain pertinent facts to determine eligibility for unemployment benefits.
- Analyze benefit claims to obtain necessary information to write legal formal determinations of benefit eligibility.
- Obtained all necessary information from claimants, former or current employers and offered rebuttal opportunities prior to determination being issued.
- Determine existence and amount of liability according to current laws, administrative and judicial precedents, and available evidence.
- Review and evaluate data on documents, such as claim applications, birth or death certificates, or physician or employer records.
- Rule on exceptions, motions, and admissibility of evidence
- Explain to claimants how they can appeal rulings that go against them.
- Calculate and issue overpayment notices.
- Authorize payment of valid claims and determine method of payment.
- Evaluating Information to Determine Compliance with Standards - Using relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards.
- Keeping up-to-date technically and applying new knowledge to your job.
- Providing information to supervisors, co-workers, and subordinates by telephone, in written form, or e-mail.
- Entering, transcribing, recording, storing, and maintaining information in written & electronic form.
- Write legal rationale and mail out legal determinations based on state and federal laws.
- Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.
Chat Support Supervisor
Nexrep
Phenix City, AL
03.2020 - 06.2020
- Coached employees through day-to-day work and complex problems.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Monitored employee and customer interactions to assess quality of service.
- Resolved issues through active listening and open-ended questioning, and handle escalating major problems.
- Supervised 20+ customer service team members and provided constructive feedback, resulting in higher morale and increased employee retention.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Assessed and authenticated customer exchanges, voids and returns.
- Created customer support strategy to increase customer retention.
- Handled inbound customer chat conversations from various websites.
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Worked closely with each customer to carefully resolve issues within timely fashion.
- Assisted department with email-based and phone support when call center was busy or short-staffed.
- Provided online demonstrations to educate customers on product features and online help resources.
- Assisted Team Manager with coaching and mentoring of new employees.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Cross-trained and provided back up for customer service managers.
T2 AppleCare iOS & Mac+ Senior Advisor
KELLYCONNECT
06.2015 - 11.2018
- Referred unresolved customer grievances to designated departments for further investigation.
- Troubleshoot and resolve customer issues with iOS & MacOS devices via phone, chat & email.
- Used internal ticketing systems to manage, track and process actions taken on customer accounts, passwords and product support resolutions.
- Managed call flow to respond to technical support needs of customers.
- Offered excellent customer service by actively listening to customers' needs and empathically discussing solutions.
- Analyzed trends to document emerging issues.
- Reduce virtual call center Average Handle Time by 20%.
- Decrease After Call Work time by 90% among 20+ agents.
- Increase First Call Resolution/First Contact Resolution by 10%
- Support T1 agents via chat
- Resolved service and technical problems for customers by asking clear and specific questions.
- Developed tutorials and instructional documents to educate customers on available troubleshooting tools.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Troubleshoot customer computer issues by remotely logging into and controlling customer devices.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Trained new personnel regarding company operations, policies and services.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Demonstrated respect, friendliness and willingness to help wherever needed
Customer Service Problem Resolution Mgr
CONVERGYS@HOME
Phenix City, AL
01.2012 - 06.2015
- Identified and assessed customer's needs quickly and accurately.
- Collaborated with technical teams to resolve customer complaints and drive customer experience.
- Recorded details of conversations, complaints and actions taken in CRM.
- Completed retention-focused projects from scoping through execution.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Directed training and retraining of employees to boost performance and enhance business results.
- Effectively supervised staff of 15 personnel by implementing company policies, protocols, work rules and disciplinary action.
- Identified and diminished performance gaps by coaching and supervising 15+ subordinates.
- Defined clear targets and objectives and communicated information to other team members.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Conduct weekly performance evaluation and coaching for 15+ employees.
- Issue performance warnings, verbal and written for failure to meet goal and follow policy.
- Terminate employees after failure to meet goals set in performance improvement plan.
- Create and implement performance improvement plans for employees not meeting goal.
- Submit and edit 15+ employees' timesheets to prevent error and payroll delays.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Instituted quality systems within organization encompassing training, corrective and preventive action.
- Managed team of employees, overseeing hiring, training, and professional growth of employees
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
Team Manager
TELETECH@HOME
Phenix City, AL
06.2009 - 01.2012
- Led employee relations through effective communication, coaching, training and development.
- Evaluated employee performance on weekly basis and coached and trained 30+ team members, increasing quality of work and employee motivation.
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures.
- Monitored incoming calls and provided feedback to 30+ associates to improve quality of service.
- Facilitated bi-weekly meetings to communicate team performance goals and results.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Evaluate employees performance to determine disciplinary next steps including coaching, corrective action, final warning and termination.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
- Consistently managed 30+ person staff, effectively resolving issues, which resulted in top ranking out of 10 teams.
- Verified timekeeping records and handled any discrepancies with employees.
- Researched and resolved time discrepancies.
- Checked accrued hours against listed hours for leave time.
- Verified timekeeping records and handled any discrepancies with employees.
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs
- Identified and corrected deficient performance and behaviors to achieve maximum productivity
- Maintain #1 team ranking amongst all teams on project for 15 straight weeks.
- Monitored incoming calls and provided feedback to 30+ associates to improve quality of service
- Facilitated meetings to communicate team performance goals and results
- Developed and delivered new hire transition training and quality assurance programs, increasing new-hire retention 35%
- Edit & approved employees' timesheet to prevent payroll errors & delays
- Conduct disciplinary actions including; verbal, written & final warning and termination.
- Create & implement performance improvement plans
Customer Service Lead Trainer
Teletech At Home
Phenix City, AL
06.2009 - 02.2012
- Trained and mentored 60+ new personnel hired to fulfill various roles.
- Coordinated workshops for employees to better understand company mission, streamlining daily activities and aligning worker and company priorities.
- Monitored day-to-day activities of 60+ employees, noting areas needing improvement and implementing plans for rectification.
- Analyzed company training methods and made adjustments to rectify issues, increase efficiency and exceed training goals.
- Created and implemented new training initiatives such as online modules, interactive software, language labs and online programs, assuring continuous training to employees to promote long-term excellence.
- Created curricula, instructions, documents and written tests for various types of training courses.
- Decreased training time by designing effective new training programs.
- Verified long-term staff excellence by implementing updated and continuous training initiatives such as online modules, interactive programs and language labs
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Managed team of employees, overseeing hiring, training, and professional growth of employees
- Wrote training manuals for new employees in customer service and sales positions according to strict company guidelines and protocols
- Advised executives on best practices for employee growth and productivity goals, consistently helping companies improve retention
- Trained and mentored 60+ new personnel hired to fulfill various roles
- Edit and approve employees' timesheet for payroll
- Created curricula, instructions, documents and written tests for various types of training courses
- Terminate employees based on attendance, performance and test scores during new hire training
- Conduct new hire orientation and systems testing prior to training
- Supervisor 60+ new hires and SMEs during nesting
- Implemented and developed customer service training processes
- Cross-trained and provided back up for customer service managers
Data Entry Specialist
ACCOUNTING PRINCIPALS
Columbus, GA
01.2007 - 06.2009
- Compiled data and reviewed information for accuracy prior to input.
- Completed data entry tasks with accuracy and efficiency.
- Entered numerical data into databases with speed and accuracy using 10-key pad.
- Managed workflow scheduling, data entry and accuracy verification for large data projects.
- Identified data entry errors and reported to necessary departments.
- Reviewed and updated client correspondence files and database information to maintain accurate records.
- Corrected data entry errors to prevent later issues such as duplication or data degradation.
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence and creating reports.
- Kept optimal quality levels to prevent critical errors and support team performance targets.
- Organized, sorted and checked input data against original documents.
- Reviewed completed work for compliance with regulations.
- Verified accuracy of data before transcribing.
- Evaluated source documents to locate information needed for each data entry field.
- Tracked and maintained records for Sales department.
- Drafted reports for upper management as directed.
- Documents completed work in appropriate logbooks.
- Performed more than 12,000 KPH while maintaining 0% error rate.
Assistant Teller Supervisor
SOUTHTRUST BANK
Columbus, GA
01.2004 - 02.2005
- Examined tellers' reports of daily transactions for accuracy.
- Maintained strong knowledge of bank products, services, procedures and regulatory requirements to assist staff members with questions and difficult or complex tasks.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Researched and resolved customer issues on personal savings, checking and line of credit accounts.
- Counted cash drawers and made bank deposits.
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
- Promoted bank's products and services by consistently cross-selling to customers.
- Evaluated customer lifestyle to counsel customers on best products and services.
- Maintained friendly and professional customer interactions.
- Counted, verified and handled bank deposits and armored car transactions.
- Executed wire transfers, stop payments and account transfers.
- Conducted regular proof work and followed up on chargebacks and deposit corrections.
- Balanced cash drawer nightly with 100% accuracy
- Processed 50+ cash, check, credit/debit card, deposit & withdrawal transactions per shift
- Examined tellers' reports of daily transactions for accuracy
- Researched and resolved customer issues on personal savings, checking and line of credit accounts
- Maintained strong knowledge of bank products, services, procedures and regulatory requirements to assist staff members with questions and difficult or complex tasks
- Demonstrated respect, friendliness and willingness to help wherever needed
- Executed wire transfers, stop payments and account transfers
- Calculated fees due, interest and change for customer transactions
- Maintained friendly and professional customer interactions
Education
Bachelor’s Degree - Criminal Justice
TROY UNIVERSITY
10.2010
Diploma - undefined
KENDRICK HIGH SCHOOL
05.2003
Skills
- Avaya Software
- Proficient Windows, MacOS & Linux Operating Systems
- Android, iOS software
- Microsoft Office, Visio, Project, Exchange & G Suite
- Google Sheets & Google Workplace
- VMware, Oracle VM & RDP Software
- Zendesk, Beacon & Salesforce
- Oracle EnterpriseOne
- VPN & VoIP Software
- SolarWinds
- Basic Networking
- Power BI
- LiveChat Software
- MainFrame
- Quickbooks
- Help Desk & Desktop Support
- Alphanumeric Data Entry 8500 KPH w/95% accuracy
- Typing 70wpm w/100% accuracy
- 10-key 12000 KPH w/100% accuracy
- Advance knowledge of Unemployment State & Federal Laws
- Unemployment Claim Adjudication
- File Management Software
- Remote Technical Support & Troubleshooting
- Quality Assurance, Coaching & Performance Evaluation
- Virtual Call Center & Chat Management
- Time Management & Organization
- Kronos, Timekeeping & Payroll
- Project Management
- Workflow & Database Management
- Document Management, Storage & Transcription
- Data Visualization
- Training curriculum creation
- Entry level Human Resources & Recruiting
- Dependable, Responsible, Flexible & Adaptable
- Advance Computer & Mobile Device Management & Troubleshooting
- Staff Management & Training
- Excellent Written and Verbal Communication
- Quick Learner & Self-Starter
- Critical Thinking & Attention to Detail
- Customer Retention Strategies & Problem Solving
- Advance Administrative and Office Support
- Sales Quota Achievement
Timeline
Claims Adjudicator
Alorica
06.2020 - Current
Chat Support Supervisor
Nexrep
03.2020 - 06.2020
T2 AppleCare iOS & Mac+ Senior Advisor
KELLYCONNECT
06.2015 - 11.2018
Customer Service Problem Resolution Mgr
CONVERGYS@HOME
01.2012 - 06.2015
Customer Service Lead Trainer
Teletech At Home
06.2009 - 02.2012
Team Manager
TELETECH@HOME
06.2009 - 01.2012
Data Entry Specialist
ACCOUNTING PRINCIPALS
01.2007 - 06.2009
Assistant Teller Supervisor
SOUTHTRUST BANK
01.2004 - 02.2005
Bachelor’s Degree - Criminal Justice
TROY UNIVERSITY
Diploma - undefined
KENDRICK HIGH SCHOOL