Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tracie Rock

Provo,UT

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

24
24
years of professional experience

Work History

Payment Services Specialist

Comcast
Remote, UT
09.2016 - Current
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
  • Responded to customer concerns and questions on daily basis.

Customer Service Agent

Delta Airlines
Minneapolis, MN
01.1994 - 10.2011
  • Resolved customer requests, questions and complaints by analyzing individual situations and determining best use of resources.
  • Provided passenger assistance at ticket counter and gate areas by issuing tickets, checking baggage and assigning seats.
  • Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
  • Operated specialized weighing and screening equipment to weigh and screen passenger luggage.
  • Used Deltanet to prepare pre-departure and post-departure reports and passenger manifests.
  • Used airline computer system to create airline tickets and boarding passes.
  • Operated PA system to make announcements regarding flight activity.
  • Received and processed stock into inventory management system.
  • Carried out day-to-day duties accurately and efficiently.
  • Increased customer satisfaction by resolving issues.
  • Communicated closely with ground crew, flight crew and tow person via headset radio to maintain loading and unloading safety and efficiency.
  • Safely operated various types of equipment such as conveyor belts, push-back tractors and tugs.
  • Moved furniture and boxes using utility dolly and truck ramp.
  • Drove vehicles to deliver products and picked-up rejected or defective materials for return.
  • Operated equipment while observing standard safety procedures.

Education

Bachelor of Science - Human Resources Management

Western Governors University
Salt Lake City, UT
10.2024

Skills

  • Order and Refund Processing
  • Customer Retention Strategies
  • Correcting Discrepancies
  • Calm and Professional Under Pressure
  • Call Documentation
  • Courteous with Strong Service Mindset
  • MS Office Proficiency
  • Customer Data Confidentiality
  • Inbound and Outbound Calling
  • Billing Adjustments and Refunds
  • Call Volume and Quality Metrics
  • Reading Comprehension
  • Conflict Mediation Abilities
  • Administrative and Office Support

Timeline

Payment Services Specialist

Comcast
09.2016 - Current

Customer Service Agent

Delta Airlines
01.1994 - 10.2011

Bachelor of Science - Human Resources Management

Western Governors University

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Tracie Rock