Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tracie Spencer

Gulfport,MS

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

33
33
years of professional experience

Work History

Independent Contractor - Phone Support

Shiftsmart
Remote, MS
06.2019 - Current
  • Collaborated closely with clients to better understand entire project scope.
  • Used computer databases to keep track of phone calls, confidential notes about conversations and customer contact information.
  • Represented company professionally in situations, working through challenging phone calls and cultivating positive interactions by remaining calm and poised.
  • Conducted 175 outbound phone calls daily to reach potential clients and market Tech Webinars and complete political surveys
  • Inputted new customer information into Five9 database to create account for sales opportunities.

Customer Support Representative

Omni Interactions, LLC
Remote, MS
01.2019 - Current
  • Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
  • Connected with customers to address questions and resolve issues through phone and email.
  • Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
  • Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
  • Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.

Accounting Clerk

Shelter Enterprises, LLC
Cohoes, NY
09.2008 - 10.2019
  • Applied proper codes to invoices, files and receipts to keep records organized and easily searchable.
  • Input high volume of monthly invoices with consistent accuracy.
  • Managed accounts payable and receivables and payroll.
  • Communicated with suppliers to reconcile invoice payments.
  • Evaluated employee expense reports and verified accuracy.
  • Monitored status of accounts receivable and payable to facilitate prompt processing.
  • Reconciled company accounts for credit cards, employee expenses and commissions.

Customer Service/Back Office Manager

Bed Bath & Beyond
Albany, NY
01.1993 - 10.2008
  • Rotated merchandise and displays to feature new products and promotions.
  • 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.
  • Assisted in organizing and overseeing assignments, planning and coordinating in-house and outsourced resources.

Education

Associate of Science - Accounting/Business

Hudson Valley Community College
Troy, NY

Skills

  • Active Listening
  • Remote Access Call Center Software
  • Sales Script Adjustments
  • Reading Comprehension
  • Outbound Calling
  • Cold Calling
  • Staff Training
  • Lead Follow-Up
  • Administrative Duties

Timeline

Independent Contractor - Phone Support

Shiftsmart
06.2019 - Current

Customer Support Representative

Omni Interactions, LLC
01.2019 - Current

Accounting Clerk

Shelter Enterprises, LLC
09.2008 - 10.2019

Customer Service/Back Office Manager

Bed Bath & Beyond
01.1993 - 10.2008

Associate of Science - Accounting/Business

Hudson Valley Community College

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Tracie Spencer