Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tracy Coley

Wilburton

Summary

Dynamic customer service professional with extensive experience at Senture, excelling in conflict resolution and call management. Proven ability to enhance customer satisfaction through active listening and critical thinking. Achieved high first-call resolution rates while maintaining professionalism under pressure, contributing to overall call center success. Proficient in CRM documentation and data entry.

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Knowledgeable and dedicated customer service professional with extensive experience in the customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

4
4
years of professional experience

Work History

Customer Service Representative

Senture
02.2024 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Reduced call resolution time through efficient problem-solving and communication skills.
  • Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
  • Consistently met or exceeded performance goals, contributing to the overall success of the call center.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
  • Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
  • Enhanced customer satisfaction by resolving complex issues promptly and professionally.
  • Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
  • Achieved high-quality service by adhering to company policies and procedures during each interaction.

Driver

Kibois
10.2022 - 02.2024
  • Followed all relevant traffic laws and safety regulations.
  • Utilized GPS and other navigation tools to plan routes and stay on schedule.
  • Achieved safe driving records by consistently following traffic rules and regulations.
  • Cleaned and maintained vehicle and assessed vehicle for damage after each shift.
  • Maintained professional and friendly demeanor during patient transport to uphold company reputation.
  • Developed strong relationships with clients, fostering trust through professionalism and reliability in transportation services provided.
  • Upheld high standards of cleanliness within the vehicle''s interior/exterior appearance, providing a professional image for the company at all times.
  • Provided exceptional customer service, addressing concerns and resolving issues promptly.
  • Communicated with dispatchers and other personnel to coordinate transportation schedules.
  • Kept detailed mileage and fuel reports to track overall fuel costs.
  • Boosted company reputation through excellent driving record free from accidents or violations over an extended period of time.
  • Communicated with passengers to provide information and assistance for excellent customer service and positive experiences.
  • Collaborated effectively with dispatchers, ensuring efficient communication for route planning and adjustments.

Long Term Care Aide

Kibois
01.2022 - 10.2022
  • Managed challenging behaviors effectively using de-escalation techniques, ensuring the safety of all parties involved.
  • Enhanced patient comfort by providing compassionate and attentive care, addressing individual needs and preferences.
  • Remained alert to problems or health issues of clients and competently responded.
  • Maintained a clean and safe environment for patients by following infection control protocols and conducting regular safety checks.
  • Communicated effectively with diverse patient populations using active listening skills and cultural sensitivity, establishing trust and rapport quickly.
  • Helped patients move in and out of beds, baths, wheelchairs, and automobiles.
  • Documented patient progress accurately and consistently in electronic medical records, supporting continuity of care across providers.
  • Helped with home management tasks, meal preparation, grocery shopping, and routine cleaning.
  • Monitored and maintained cleanliness, sanitation, and organization of assigned station and service areas.
  • Provided emotional support to patients and families during difficult times, offering a listening ear and empathetic presence.
  • Recognized for consistent punctuality and reliability, receiving positive feedback from supervisors and coworkers alike.
  • Supported the smooth operation of the facility by performing light housekeeping tasks such as laundry services and meal preparation as needed.
  • Participated in ongoing professional development opportunities to stay current on best practices in caregiving, translating knowledge into improved quality of care for patients.
  • Recognized and reported abnormalities or changes in patients' health status to case manager.
  • Developed strong relationships with patients by displaying empathy and genuine concern for their well-being, leading to increased satisfaction scores from both patients and families.
  • Facilitated social interactions among residents through group activities and outings, fostering a sense of community within the facility.
  • Furthered skills by actively taking part in employee training and taking classes to improve skills.
  • Arranged transportation and accompanied patients to doctors' offices and errands.
  • Implemented creative strategies to engage residents in cognitive stimulation activities, contributing to improved mental health outcomes.
  • Administered medications according to prescribed schedules under nurse supervision, contributing to optimal treatment results.
  • Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.
  • Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
  • Turned and positioned bedbound patients to prevent bedsores and maintain comfort levels.
  • Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
  • Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
  • Provided safe mobility support to help patients move around personal and public spaces.

Manager

EZ Mart Stores
06.2021 - 10.2022
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
  • Oversaw inventory management, optimizing stock levels, and reducing waste.

Education

CNA License - Nursing

Kiamichi Technology Center
Stigler, OK
06-2014

High School Diploma -

Red Oak High School
Red Oak
05-2007

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Call center experience
  • Professional telephone demeanor
  • Call management
  • Documentation
  • Customer relationship management (CRM)

Timeline

Customer Service Representative

Senture
02.2024 - Current

Driver

Kibois
10.2022 - 02.2024

Long Term Care Aide

Kibois
01.2022 - 10.2022

Manager

EZ Mart Stores
06.2021 - 10.2022

CNA License - Nursing

Kiamichi Technology Center

High School Diploma -

Red Oak High School

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Tracy Coley