Traci L Marusa
Stansbury Park,UT
Summary
Customer service professional with strong service orientation and experience troubleshooting and resolving software issues related to online banking. Recognized for the ability to meet critical deadlines, interact with customers in a positive and professional manner and demonstrate exceptional follow through.
Overview
14
14
years of professional experience
Work History
Customer Contact Specialist/Customer Service Representative
Dominion Energy
Salt Lake City
- Responds to inbounds from customers needing assistance with setting up gas utilities, taking emergencies calls for gas related issues
- Documents customers contacts
- Helps customers set up payment arrangements
- Walks customer through accessing online services for their gas account
- Helps setting starting & stopping utilities provides procedure instructions
- Explains any questions pertaining to billing
- Part of a team recognition program providing incentive information for meeting goals & customer care metrics.
Client Technical Support, Financial Services
Fiserve
Salt Lake City, UT
01.2016 - 01.2022
- Responded to inbound calls from financial institutions to troubleshoot software issues
- Maintain detailed documentation related to each call
- Contributed to internal team building and process improvement activities
- Achieved all productivity and quality goals
- Received numerous awards recognizing productivity, teamwork, and positive customer survey results.
Customer Service Representative
Overstock.com
Midvale, UT
01.2014 - 01.2016
- Responded to inbound calls, emails, and chat to assist customers placing orders, facilitating returns, and tracking lost packages
- Consistently achieved all productivity and quality metrics
- Handled escalated calls satisfactorily resolving customer issues in a timely manner.
Manager / Cashier
Flying J
Tooele, UT
01.2010 - 01.2014
- Supervised staff of three providing customer service, stocking inventory, handling cash transactions
- Promoted to role based on performance as a server
- Monitored inventory and minimized loss of perishable items
- Ordered inventory to ensure appropriate levels of stock on hand.
Server
Flying J
Tooele, UT
01.2008 - 01.2010
Education
Ged Testing
OnlineSkills
- Troubleshooting Software
- Customer Support
- Problem Solving
- Team Supervision
- Inventory Control
- Light Technical Support
- Microsoft Office
- CRM Systems
- MS Teams
Websites
State
UT
City
Stansbury Park
Timeline
Client Technical Support, Financial Services
Fiserve
01.2016 - 01.2022
Customer Service Representative
Overstock.com
01.2014 - 01.2016
Manager / Cashier
Flying J
01.2010 - 01.2014
Server
Flying J
01.2008 - 01.2010
Customer Contact Specialist/Customer Service Representative
Dominion Energy
Ged Testing