Tracy Burke
The Heritage Group Agency
Schenectady,NY
1
Certification
22
years of professional experience
Customer Service Representative handling high-volume customer inquiries and complaints with clear verbal and written communication. Resolves issues by following standard operating procedures, maintaining product knowledge, and supporting accurate recommendations. Delivers consistent service quality in fast-paced call environments.
Work History
Administrative Assistant
3 Months- Maintained organized administrative files, improving retrieval of client records and supporting daily office operations.
- Coordinated incoming correspondence and routed requests to the appropriate staff for prompt follow-up.
- Supported front-office customer service by answering questions, transferring calls, and documenting issue details.
- Entered routine data into office records with careful attention to accuracy and formatting standards.
Customer Service Representative
1 Year 11 Months- Communicate clearly with customers in writing and by phone to resolve questions and maintain professional relationships.
- Apply product knowledge to recommend suitable options and answer coverage questions with confidence.
- Handle high call volumes while maintaining service quality, accuracy, and a steady pace throughout the day.
- Daily call volume of up to 30 calls as well as mail and faxes
Insurance Agent
1 Year 11 Months- Built and maintained client relationships to support satisfaction and encourage long-term trust.
- Explained insurance coverage in clear terms, helping customers understand policy details and available options.
- Analyzed existing policies and recommended additions or changes based on each client’s coverage needs.
- Resolved customer issues with patience and professionalism while managing difficult conversations.
- Entered client information accurately and kept records organized to support day-to-day service work.
Mortgage Loan Processor
2 Years- Maintained an active loan pipeline and tracked each file through closing milestones.
- Prepared loan packages for underwriting by organizing documentation and reviewing submission requirements.
- Contacted borrowers after approval to request missing documents and keep files moving.
- Coordinated with employers and insurance contacts to collect paperwork needed for closing.
- Compiled closing documents from outside sources to support final loan completion.
Universal Banker
8 Years 10 Months- Opened and closed the branch, supervised two to three teammates, and supported daily operational coverage.
- Balanced and replenished the ATM, ordered cash, and maintained vault accuracy throughout the business day.
- Monitored loan products and pipeline transactions to keep customer requests moving toward completion.
- Coordinated with team members to close and fund loans while maintaining organized transaction records.
Insurance Sales Representative
1 Year 4 Months- Explained policy options clearly to customers and matched recommendations to coverage needs.
- Reviewed application details for completeness before submitting information for processing.
- Handled customer questions about coverage changes, billing concerns, and policy updates with a professional tone.
- Updated policy records accurately and routed requests to the appropriate internal teams.
- Supported endorsement processing by entering changes and confirming revised policy details.
- Documented customer calls and follow-up actions to keep service records current.
- Coordinated with underwriting contacts to resolve missing information and move applications forward.
- Interpreted policy language for customers to clarify coverage terms and available options.
Skills
Customer service
Active listening
Problem solving
Conflict resolution
Insurance policy interpretation
Data entry
Time management
Loan processing
Cash handling
Certification
New York State Insurance License
Personal Information
Title: INSURANCE AGENCY OFFICE MANAGER
Timeline
Administrative Assistant
The Heritage Group Agency
07.2026 - 10.2026Read More
Customer Service Representative
Pearl Insurance Agency
08.2024 - 07.2026Read More
Insurance Agent
AAA Hudson Valley
09.2022 - 08.2024Read More
Mortgage Loan Processor
Embrace Home Loans
05.2020 - 05.2022Read More
Universal Banker
Webster Bank
09.2008 - 07.2017Read More
Insurance Sales Representative
AAA
09.2004 - 01.2006Read More