Tracy Charles Durham
Wilmington,DE
Summary
Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
27
27
years of professional experience
Work History
Call Center Representative
NexRep/Teladoc
09.2023 - Current
- Company Overview: NexRep | Teladoc Health
- Client: Teladoc Health
- Key Responsibilities:
- - Answer incoming calls from Teladoc members in a timely and professional manner
- - Assist members with scheduling virtual medical consultations
- - Provide detailed information about Teladoc services and answer general inquiries
- - Troubleshoot and resolve technical issues that members may experience during the consultation process
- - Ensure a high level of customer satisfaction by delivering empathetic and efficient support
- - Maintain accurate and detailed records of all interactions in the call center’s database
- - Uphold confidentiality and privacy standards in compliance with HIPAA guidelines
- Remote (Work from Home)
In-Person Caregiver
Care GIVERS, Care At Home
04.2016 - 06.2023
- For my mother who had Dementia In-Person Caregiver
- Responsibilities:
- - Provided direct, in-person caregiving support to my mother diagnosed with dementia, focusing on daily personal care and safety
- - Assisted with basic activities of daily living (ADLs) such as bathing, dressing, grooming, and meal preparation
- - Managed medications and ensured adherence to prescribed treatment schedules
- - Created a stable, comfortable, and compassionate environment for emotional support and companionship
- - Coordinated with healthcare professionals for medical appointments and necessary interventions
- - Maintained a clean and organized living environment to ensure safety and minimize fall risks
- - Monitored cognitive and physical health, reporting significant changes to healthcare providers
- Location
Customer Service Representative
Signal Insurance
06.2013 - 05.2015
- Job Title: Inbound and Outbound Call Center Representative
- Responsibilities:
- - Proficiently processed insurance claims
- - Solely responsible for making final decisions on claim approvals
- - Initiated contact with third-party retail phone stores for various purposes
Behavior Interventionist
Redclay School District
08.2013 - 06.2014
Key Responsibilities:
- Provide direct support to students exhibiting challenging behaviors
- Develop, implement, and monitor behavior intervention plans (BIPs) in collaboration with the school team
- Work with staff to apply consistent, positive behavior strategies in classrooms
- Collect and analyze behavioral data to inform decisions and interventions
- Collaborate with teachers, counselors, and families to create supportive plans for student success
- Support crisis de-escalation and conflict resolution as needed
- Facilitate social-emotional learning (SEL) activities or small group sessions
- Participate in IEP/504 meetings when behavioral input is needed
- Provide staff training and coaching on behavior management strategies
Customer Service Representative
First Data
08.1998 - 03.2003
- - Provided troubleshooting support with the ATM and telecommunications for the United States and international networks
- - Prepared detailed statistics for daily reports of ATM availability
- - Received awards for achieving a high level of customer satisfaction by resolving calls in less than 8 minutes customers
- - Resolved equipment failure problems with financial service contractors for customers’ ATM availability
Education
National Professional Certification - Customer Service
Claymont Community Center
01.2010
No Degree - Contact Tracer Course Training
John Hopkins University
Business Skills Certificate - Call Center Representative
Claymont Community Center
01.2009
A.S. - Liberal Arts
Community College of Philadelphia
Philadelphia, PA01.2009
Bachelor of Arts - undefined
University of Pennsylvania
01.1995
Skills
- Account Management
- Effective Remote Communication
- High Volume
- Inbound Calls
- Online Chatroom Customer Service
- Outbound Calling
- Remote Inbound and Outbound Customer Service
- Remote Sales Acumen
- Remote Technical Troubleshooting R
- Remote Technical Troubleshooting
- Remote Web Design
- Remote Work Proficiency
- Telecommuting
- Troubleshooting
- Virtual Customer Support
Timeline
Call Center Representative
NexRep/Teladoc
09.2023 - Current
In-Person Caregiver
Care GIVERS, Care At Home
04.2016 - 06.2023
Behavior Interventionist
Redclay School District
08.2013 - 06.2014
Customer Service Representative
Signal Insurance
06.2013 - 05.2015
Customer Service Representative
First Data
08.1998 - 03.2003
No Degree - Contact Tracer Course Training
John Hopkins University
Business Skills Certificate - Call Center Representative
Claymont Community Center
A.S. - Liberal Arts
Community College of Philadelphia
Bachelor of Arts - undefined
University of Pennsylvania
National Professional Certification - Customer Service
Claymont Community Center
Similar Profiles
Nicole MastrianoNicole Mastriano
Member Support Representative/ Remote at NexRep/ TeladocMember Support Representative/ Remote at NexRep/ Teladoc
Stacey BohlerStacey Bohler
Customer Service Representative at NexRep/TeladocCustomer Service Representative at NexRep/Teladoc
Annette TarnawskiAnnette Tarnawski
Resource Specialist / Quality Assurance at TIDAL/TELADOC NexrepResource Specialist / Quality Assurance at TIDAL/TELADOC Nexrep
Amanda HirstAmanda Hirst
Waitress and Bartender at Italian American Citizens LeagueWaitress and Bartender at Italian American Citizens League
Brianna CoverdaleBrianna Coverdale
CNA at New Castle Health And Rehabilitation CenterCNA at New Castle Health And Rehabilitation Center