Tracy Davis
CSR
Black Diamond,WA
Summary
Effective CSR with 10+ years of experience assisting customers using active listening and customer needs assessment to offer targeted solutions. Consistently friendly and professional when handling diverse customer needs in high-volume call center environments. Smoothly manage workflow and optimize team strengths to meet service quotas. Personable and dedicated Customer Service Representative with extensive experience in working in the Washington State Toll industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment.
Overview
14
14
years of professional experience
Work History
CSR
Neologyconcepts
Renton, WA
10.2021 - 05.2024
- Provided customer service support to customers over the phone and by email.
- Handled customer inquiries and complaints in a timely manner.
- Identified customer needs and provided appropriate solutions.
- Performed account maintenance activities such as updating client information in databases.
- Documented all conversations with customers in CRM software according to company standards.
- Adhered to company's established protocols for handling confidential data.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Processed customer account changes with proprietary software.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Consulted with customers to resolve service and billing issues.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Set up and activated customer accounts.
CSR
AAA of Washington
Bellevue, WA
11.2017 - 04.2020
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Took inbound calls from members broke down, found there location, and got roadside service out to them.
- Took payments for yearly memberships.
- Processed customer account changes.
- Educated customers on special pricing opportunities and company offerings.
- Documented conversations with customers to track requests, problems and solutions.
- Met and exceeded productivity targets by handling every interaction with top-notch customer service.
- Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
- Set up and activated customer accounts.
- Answered 60-80 daily phone calls to resolve customer issues efficiently.
Cruise Representative
Conduent
Kent, WA
09.2016 - 10.2017
- Presented clients with estimates to quote pricing, outline terms and include cruise information.
- Resolved customer issues and offered continual support throughout sales, delivery and payment processes.
- Provided accurate and detailed quotes for customers to maintain customer satisfaction.
- Prepared and processed contracts and order forms for new and existing customers.
- Negotiated and closed deals with minimal oversight.
- Answered customers' questions and addressed problems and complaints in person and via phone.
- Ensured effective customer communication to maintain customer satisfaction and loyalty.
- Presented clients with estimates to quote pricing, outline terms and include payment information.
- Presented clients with estimates to quote pricing, outline terms and include payment information.
Collections Specialist
Convergent
Renton, WA
07.2010 - 01.2015
- Recorded and updated customer personal accounts with accurate contact information.
- Negotiated credit extensions to assist customers in paying overdue accounts.
- Received payment and ensured proper posting to appropriate customers accounts.
- Remained calm, stayed professional and provided exceptional service on all calls, even when interacting with difficult individuals.
- Met demands of busy collections group by performing high volume of daily calls.
- Notified customers of delinquent accounts with attempt to collect outstanding amounts.
- Processed payments over phone and set up recurring drafts.
Education
High School Diploma -
Hazen Senior High School
Renton, WA06-1980
Skills
- Customer relations
- Schedule mastery
- Inbound and outbound calling
- Credit card payment processing
- Call center experience
- Computer Literacy
- Fleet dispatching
- Customer service
- High-energy attitude
- Quality control
- Microsoft Word
- Listening
- Organizational Skills
- Account Updating
- Complaint Resolution
- Typing 35 WPM
- Grammar
- Adaptive Team Player
- Courteous Demeanor
- Problem Resolution
- Problem-Solving Abilities
- Active Listening
- Reading Comprehension
- Positive and Professional
- 10-Key
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
CSR
Neologyconcepts
10.2021 - 05.2024
CSR
AAA of Washington
11.2017 - 04.2020
Cruise Representative
Conduent
09.2016 - 10.2017
Collections Specialist
Convergent
07.2010 - 01.2015
High School Diploma -
Hazen Senior High School
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