Tracy-Ann Burns
Williamsburg,VA
Summary
Dedicated customer service professional recognized for consistently resolving inquiries efficiently and improving customer satisfaction rates. Proven ability to collaborate with team members to streamline processes, enhancing overall service delivery and operational efficiency.
Overview
15
15
years of professional experience
1
1
Certification
Work History
HealthCare Advocate (WAH)
Teleperformance USA
10.2025 - 05.2026
- Delivered exceptional customer support via phone, email, and chat to resolve inquiries efficiently.
- Assisted customers with navigation of products, services, and account management tools.
- Documented customer interactions accurately in CRM system for future reference and follow-up.
- Collaborated with team members to identify recurring issues and enhance service delivery processes.
Psychiatric Technician DSA
Eastern State Hospital
03.2025 - 09.2025
- Assisted patients with daily living activities to promote independence and enhance quality of life.
- Monitored patient behavior, documenting changes and reporting findings to healthcare team for appropriate interventions.
- Implemented therapeutic activities designed to improve cognitive and emotional functioning in individuals with mental health disorders.
- Collaborated with multidisciplinary teams to develop and adjust individualized care plans based on patient needs.
Customer Service Agent
Radius Global Solutions
04.2024 - 06.2024
- Provided exceptional customer support through effective communication and problem-solving techniques.
- Assisted customers with inquiries, ensuring prompt and accurate resolution of issues.
- Utilized CRM software to track customer interactions and maintain updated records.
- Collaborated with team members to enhance service delivery and improve customer satisfaction rates.
Customer Service Associate (WAH)
Conduent
12.2023 - 03.2024
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Assisted customers with account management, ensuring accuracy and satisfaction in service delivery.
- Utilized CRM software to track customer interactions and streamline support processes.
- Collaborated with team members to improve response times and enhance overall customer experience.
Taxpayer Service Representative
Tax Administration Jamaica
01.2016 - 04.2023
- Assisted taxpayers in understanding tax regulations and compliance requirements.
- Provided accurate information on tax payment processes and deadlines.
- Resolved taxpayer inquiries through effective communication and problem-solving skills.
- Facilitated training sessions for new staff on customer service protocols and tax procedures.
Collections Agent
Tax Administration Jamaica
09.2015 - 03.2016
- Managed collections through effective communication with clients to resolve outstanding tax obligations.
- Utilized collection software to track accounts and streamline payment processes efficiently.
Inventory Officer
Tax Administration Jamaica
01.2011 - 08.2015
- Implemented inventory management systems that improved tracking and reporting accuracy, facilitating better decision-making.
- Coordinated stock assessments and reconciled inventory discrepancies to enhance record integrity.
- Monitored inventory levels to maintain compliance with tax regulations and support financial accuracy.
- Analyzed stock movement trends to optimize storage and distribution processes.
Education
Bachelor of Science - Business Administration
Montego Bay Community College
Montego Bay, Jamaica08-2020
Associate of Science - General Studies
Rusea's High School
Lucea, Jamaica06-2010
Skills
- Patient advocacy
- Health record management
- Complaint resolution
- Client relationship management
- Documentation and reporting
- Active listening
- Active learning
- Time management
- Adaptability and flexibility
- Technical troubleshooting
- Computer skills
- Empathy and assertiveness
Certification
- Certificate in Phlebotomy-Heart to Heart Training Institute 2025
Certificate in Customer Service -Tax administration Jamaica
References
Ms. Claire Rhoden 757-696-6930
Rev. Ephraim Philburn 1876-445-3751
Timeline
HealthCare Advocate (WAH)
Teleperformance USA
10.2025 - 05.2026
Psychiatric Technician DSA
Eastern State Hospital
03.2025 - 09.2025
Customer Service Agent
Radius Global Solutions
04.2024 - 06.2024
Customer Service Associate (WAH)
Conduent
12.2023 - 03.2024
Taxpayer Service Representative
Tax Administration Jamaica
01.2016 - 04.2023
Collections Agent
Tax Administration Jamaica
09.2015 - 03.2016
Inventory Officer
Tax Administration Jamaica
01.2011 - 08.2015
Bachelor of Science - Business Administration
Montego Bay Community College
Associate of Science - General Studies
Rusea's High School