Tracy-Ann Thompson
The Bronx,NY
Summary
Experienced professional with a diverse background in customer service, sales, education, finance, and childcare. Proven track record of delivering exceptional service and building strong relationships with clients. Skilled in identifying and addressing customer needs, consistently meeting and exceeding sales targets. Adept at adapting to new environments and quickly acquiring new skills. Committed to providing top-notch support and creating positive experiences for customers.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Service Representative/Marketing Officer
Access Financial Services Ltd
Kingston, Jamaica
09.2014 - 01.2023
- Devise and plan promotional activities
- Utilize project management skills to ensure deadlines and deliverables are met
- Liaise with all departments to ensure all client issues are rectified
- Processing of loan documents
- Assist with collection processes.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Tracked customer service cases and updated service software with customer information.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Subject Matter Specialist
Sutherland Global Services, UWI/Customer Service Specialist
Kingston Jamaica
09.2013
- Promoted innovation within the organization by introducing new ideas and strategies derived from expert knowledge.
- Assisted in the development of internal training programs, sharing specialized knowledge with peers and improving overall company performance levels.
- Played a key role in driving company success by ensuring all projects were approached with a solid foundation of subject matter knowledge and expertise.
- Served as a reliable source of information for all team members, addressing inquiries and offering support when needed.
- Collaborated with internal departments to develop cohesive strategies that incorporated subject matter considerations into broader organizational plans.
Sales Manager
Comtech Ltd
Portmore, Jamaica
03.2010 - 10.2012
- Addressing customers’ queries
- Opening and closing of cash out
- Assisting team members to handle customer queries
- Assisting with system issues
- Implementing strategies to increase sale of phone
- Bookkeeping transactions
- Internal Reporting
- Receivables
- Payables.
Teacher (Business subjects)
Holmwood Technical High School
09.2007 - 09.2008
- Formulate lesson plans
- Create activities to foster and engage students in meaningful learning
- Create charts and educational material to foster learning
- Plan and execute excursions to aid in development and learning.
Education
Training Sessions -
Training Sessions in Customer Service by CariCode
12.2010
Teaching Diploma for Secondary Education in Office Administration -
Bethlehem Moravian College
12.2006
High School Diploma -
Christiana High School
12.2005
Skills
- Customer Service
- Active Listening
- Critical Thinking
- Data Entry
- Problem Resolution
- Computer Proficiency
- Conflict Resolution
- Administrative Support
Volunteer Experience
- 2004-07-01, 2004-09-30, Bethlehem Moravian Library, Library Assistant
- 2007-01-01, 2007-05-31, Ranny William School for the Deaf, Teacher Assistant, Gordon Town Rd, St. Andrew, To assist teachers with preparation of lecturing materials for classes, and provide assistance to students.
References
References provided upon request.
Certification
Teaching Diploma
Caregiver Certificate
High School Certificate
Timeline
Customer Service Representative/Marketing Officer
Access Financial Services Ltd
09.2014 - 01.2023
Subject Matter Specialist
Sutherland Global Services, UWI/Customer Service Specialist
09.2013
Sales Manager
Comtech Ltd
03.2010 - 10.2012
Teacher (Business subjects)
Holmwood Technical High School
09.2007 - 09.2008
Training Sessions -
Training Sessions in Customer Service by CariCode
Teaching Diploma for Secondary Education in Office Administration -
Bethlehem Moravian College
High School Diploma -
Christiana High School