Tracy Fields
Durham,NC
Summary
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.
Overview
8
8
years of professional experience
Work History
Call Center Loan Counselor
College Foundation, Inc.
Raleigh, NC
02.2014 - 01.2022
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Completed over 64 outbound calls per shift to collect.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Maintained 75% customer service satisfaction ratings through quality control.
- Educated customers on company systems, form completion and access to services.
- Assisted customers by answering questions, responding to inquiries and handling telephone requests.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Recommended products to customers, thoroughly explaining details.
Education
High School Diploma -
Plainfield High School
Plainfield, NJ06.1983
Skills
- Upbeat and Positive Personality
- CRM Software
- Responding to Difficult Customers
- Upselling Products and Services
- Multitasking and Prioritization
- Efficient and Detail-Oriented
- Customer Account Management
- Calm and Professional Under Pressure
- Verbal and Written Communication
- Issue and Complaint Resolution
- Understanding Customer Needs
- Inbound and Outbound Calling
Timeline
Call Center Loan Counselor
College Foundation, Inc.
02.2014 - 01.2022
High School Diploma -
Plainfield High School
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