Tracy Alcayaga
North Miami Beach,FL
Summary
Dynamic individual with hands-on experience in customer service and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Overview
15
15
years of professional experience
Work History
Senior Customer Service
Apple
01.2017 - Current
- Consistent top performer while on Frontline Service and with SCS
- Regularly within metric guidelines, such as ACW and schedule adherence
- Subject Matter Expert in Service and SCS processes
- Able to adapt quickly to changes such as call drivers, trends and new offers
- Developed a vast knowledge of PR’s in Hello and a good understanding of Apple Policy to better assist our Frontline Reps with providing our customers with white glove customer care
- Supported SCS training
- Was selected for peer mentorship and hosted shadowing/reverse-shadowing to help new hires transition into the SCS role
- Consistently provide feedback to frontline specialists using NorthStar guidelines
- Ability to prioritize and complete the tasks assigned to me in a timely fashion
- Being good as a frontline specialist with excellent metrics made it an easy transition moving into the Senior Customer Service role
Frontline Customer Service
Apple
01.2015 - 01.2017
Escalation Manager
AT&T Mobility
01.2010 - 01.2015
- Instructed 3 classes a day with around 30 students per class teaching students how to handle incoming calls for AT&T
- Providing feedback for Customer Service Professionals making sure metrics were met and provided feedback to ensure the customer service care
- Lead up to 90 Customer Service Professionals assigned to me by the client
- Influenced long-term customer loyalty by demonstrating empathy and understanding during difficult situations, providing tailored solutions to meet individual needs.
- Played a pivotal role in developing new processes or tools designed specifically for handling high-priority escalations more efficiently.
Skills
- SAP
- Collaborative teamwork
- Proficient in Microsoft Office
- Document creation
- Numbers
- Effective communication skills
- Proficient in managing multiple tasks
- Friendly, positive attitude
Timeline
Senior Customer Service
Apple
01.2017 - Current
Frontline Customer Service
Apple
01.2015 - 01.2017
Escalation Manager
AT&T Mobility
01.2010 - 01.2015
Similar Profiles
Trevor PaulsenTrevor Paulsen
Technical Expert at AppleTechnical Expert at Apple
Maryam Qra QuoshiMaryam Qra Quoshi
Crew Member at AppleCrew Member at Apple
Myriam SantiagoMyriam Santiago
Spanish Tech Support Advisor at AppleSpanish Tech Support Advisor at Apple