TRACY COMBS
Cincinnati,OH
Summary
Customer Service Representative experienced in managing high volumes of inbound calls and resolving customer inquiries with empathy and problem-solving skills. Achieved high customer satisfaction ratings through effective communication and attention to detail, while adapting to new technologies and processes. Contributed to team success by fostering collaboration in fast-paced environments and handling escalated customer issues with professionalism.
Overview
26
26
years of professional experience
Work History
Customer Service Representative
Synchrony
Cincinnati, OH
04.2026 - Current
- Answered customer calls for Progressive Insurance policy and billing questions.
- Reviewed policy details in Progressive systems to explain coverage options.
- Processed policy changes and updates in customer account records.
Customer Service Representative
Progressive Insurance
Cincinnati, OH
01.2022 - 10.2026
- Set up new claims via inbound calls, clearly communicating follow-up expectations to customers with minimal assistance.
- Created a supportive and confident claims experience, effectively delivering difficult messages and diffusing emotional situations for customers.
- Provided customer service by gathering claim information and directing customers to the appropriate party for resolution.
- Sets up new claims via inbound calls while conveying proper follow up expectations with limited assistance.
- Adhered to assigned work schedule within Progressive's flexible policies.
- Set up mitigation process on applicable claims
- Able to work assigned schedule subject to Progressive's flexible schedule policies and practices
Beauty Ambassador
Saks Fifth Avenue
Cincinnati, OH
12.2011 - 11.2021
- Applied makeup to achieve desired day-to-day and special event looks.
- Applied makeup to create customized looks for clients, ensuring satisfaction for both everyday and special events.
- Offered complementary makeup consultations to individuals to promote key product lines.
- Taught makeup application techniques to 6 students monthly, enhancing their skills and confidence.
- Managed appointment scheduling and customer records, such as booking, cancelling and rescheduling appointments.
- Provided complementary makeup consultations to individuals, promoting key product lines and tailoring recommendations to client preferences.
- Collected payment from customers and scheduled next appointments.
Counter Manager
Macy's
Cincinnati, OH
09.2007 - 05.2011
- Hired, trained, supervised and motivated team of 4 retail professionals to provide knowledgeable and fast service to every guest.
- Analyzed business performance daily, weekly, monthly, seasonally, and annually to identify trends and inform strategies.
- Maintained sales records and coordinated special orders to meet customer demand and inventory needs.
- Oversaw entire stock management process, including receiving incoming merchandise, shelf replenishment and shrinkage control.
- Maintained records related to sales and placed special orders for desired items.
- Developed and executed promotions to increase store profits and engage customers effectively.
- Assigned tasks to employees based on their strengths and experience in cosmetics.
Date Entry Clerk
Fifth Third Bank
Cincinnati, OH
10.2000 - 01.2006
- Identified errors in data entry and related issues by mentioning to supervisors for resolution.
- Identified and reported data entry errors to supervisors for timely resolution.
- Accepted and processed customer payments and applied toward account balances.
- Worked independently to meet project goals by meeting and exceeding workflow needs.
- Collaborated with team members to achieve project goals and meet deadlines.
- Operated mail processing equipment and manually sorted mail.
- Recognized by management for providing exceptional customer service.
Education
High School Diploma -
Woodward Career Technical High School
Cincinnati, OH, USSkills
- Claims processing
- Claims evaluation
- Claims management software
- Insurance application processes
- Retail sales
- Customer service expertise
- Team collaboration
- Effective communication
- Appointment scheduling
- Payment resolution
- Customer documentation
- Customer relationship management
- Sales expertise
- Retail sales
- Retail experience
- Makeup application
- Team collaboration
- Advanced computer skills
- Report creation
- Account verification
- Cash handling
- Professional phone etiquette
- Time management
- Policy explanation
- Problem solving
- Conflict resolution
- Attention to detail
- Active listening
- Product solutions
- Information management
- Retail sales support
- Active listening
- Product solutions
- Information management
Timeline
Customer Service Representative
Synchrony
04.2026 - Current
Customer Service Representative
Progressive Insurance
01.2022 - 10.2026
Beauty Ambassador
Saks Fifth Avenue
12.2011 - 11.2021
Counter Manager
Macy's
09.2007 - 05.2011
Date Entry Clerk
Fifth Third Bank
10.2000 - 01.2006
High School Diploma -
Woodward Career Technical High School