TRACY ROZIER
West Palm Beach,FLA
Summary
Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette. Excellent communicator with 7 years in a demanding call center environment as a Customer Service Representative. Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem solving. Energetic CUSTOMER SERVICE with strong time management skills who thrives in a fast-paced, dynamic environment. Analytical Legal Assistant adept in legal research and documentation. Provides clear and concise information based on creative and complex research findings.
Overview
22
22
years of professional experience
Work History
Dispatcher/ Customer Service
Smithco Services
West Palm Beach, FL
09.2022 - 01.2026
- Coordinated dispatch operations to optimize route efficiency and reduce delivery times.
- Managed communication between drivers and clients, ensuring timely updates and service excellence.
- Implemented scheduling systems to streamline workload distribution among dispatch staff.
- Trained new dispatchers on operational protocols, enhancing team performance and adherence to procedures.
- Oversaw dispatch team activities, ensuring compliance with safety regulations and company policies.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
LEGAL ASSISTANT
SHAFRITZ AND ASSOCIATES
DELRAY BEACH, FL
04.2011 - 01.2019
- Answered an average of 200 calls per day by addressing customer inquiries, solving problems and providing new product information.
- Successfully acquired an average of 28 new customers per month, generating a 60% growth in revenue.
- Provided an elevated customer experience to generate a loyal clientele.
- Directed calls to appropriate individuals and departments.
- Assisted up to 2 lawyers at a time.
- Acted as first point of contact for all clients.
- Researched statutes, decisions, legal articles and codes.
COMMERCIAL BILL COLLECTOR
WILLIAMS, BABBIT, WISEMAN
BOCA RATON, FL
06.2007 - 10.2008
- Effectively managed a high-volume of inbound and outbound customer calls.
- Addressed and resolved customer product complaints empathetically and professionally.
- Gathered and verified all required customer information for tracking purposes.
- Defused volatile customer situations calmly and courteously.
- Answered a constant flow of customer calls with up to 150 calls in queue per minute.
bill collector
national financial systems
west palm beach, fl
04.2004 - 07.2006
- Effectively managed a high-volume of inbound and outbound customer calls.
- Referred unresolved customer grievances to designated departments for further investigation.
- Identified chronic customer issues by creating and maintaining customer complaint log.
- Managed high call volume with tact and professionalism.
- Initiated operations improvements to improve overall call center productivity.
- Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
- Acted professionally and patiently when addressing negative customer feedback.
- Accurately documented, researched and resolved customer service issues.
Education
High School Diploma - undefined
palm beach lakes high school
WEST PALM BEACH, FL01-2005
Skills
- Creative problem solver
- Exceptional communication skills
- MS Windows proficient
- Quick learner
- Computer-savvy
- Conflict resolution
- 30 WPM typing speed
- Skilled in call center operations
Timeline
Dispatcher/ Customer Service
Smithco Services
09.2022 - 01.2026
LEGAL ASSISTANT
SHAFRITZ AND ASSOCIATES
04.2011 - 01.2019
COMMERCIAL BILL COLLECTOR
WILLIAMS, BABBIT, WISEMAN
06.2007 - 10.2008
bill collector
national financial systems
04.2004 - 07.2006
High School Diploma - undefined
palm beach lakes high school