Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
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Tracy Garrett

Tracy,CA

Summary

Personable and dedicated customer service representative with extensive experience in 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. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

10
10
years of professional experience

Work History

Technical Support Representative

AuditBoard
Los Angeles, USA
09.2024 - Current
  • Respond to client questions about product features and functionality.
  • Troubleshoot and resolve technical issues.
  • Maintain CSAT score of 95%.
  • Work with cross-functional teams such as development, customer success managers, and sales to ensure client issues are fully resolved.

Technical Support Representative

Mineral
Pleasanton, USA
08.2019 - 09.2024
  • Maintain up-to-date case documentation for future references. Resolved record-breaking backlog of support tickets following major system outages.
  • Recommend upgrades or additional features that could enhance user experience.
  • Document customer complaints and inquiries for use in technical documentation and bug tracking.
  • Diagnose system errors and implemented solutions to resolve them. Also Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction.
  • Conduct research into product-related issues, identified solutions, and provided accurate information to customers.
  • Provide technical assistance to customers through phone, email and chat support.
  • Provide training and guidance for new hires as needed.
  • Experience creating Jira tickets for issues that require additional research and resolution by engineering team and keeping the client informed regarding any updates from the engineering team.
  • Consistently leading team in customer survey scores. My current QTD score is 4.77 while the team average is 4.5.

Management Assistant

Carmax
Modesto, USA
05.2017 - 07.2019
  • Conduct onboarding of new associates and following background screening and I9 compliance.
  • Support the business office with signing vehicle purchase contracts and support the business office by delivering exceptional customer service in person over the phone.
  • Support management with conducting interviews and moving candidates through the Workday Recruiting application.
  • Conducted expense reports for employee travel and hotel stays as well as setting up airline travel. Assisted management with creating times for phone interviews as well as in person interviews.

Relationship Manager

Bank of America
Manteca, USA
07.2015 - 05.2017
  • Assist clients with opening new accounts and helping clients realize their financial priorities.
  • Assisted with fraud monitoring.
  • Maintain existing accounts, and team up with partners to further deepen clients' relationships with Bank of America.
  • Worked with other departments, such as Mortgage and Loans, and Financial Planning, to ensure the client's needs are met.
  • Identified opportunities for cross-selling and upselling financial products to meet clients' objectives.
  • Provided exceptional customer service by responding promptly to inquiries and resolving issues in a timely manner.
  • Resolved client issues and complaints promptly, maintaining trust and loyalty.
  • Achieved client loyalty through quality, productivity, service and proactive management.

Education

Certificate in Culinary Arts -

Kitchen Academy
Sacramento, CA
10.2007

GED -

Manteca High School
Manteca, CA
05.2002

Skills

  • Customer service
  • Technical troubleshooting
  • Customer support
  • Ticket resolution
  • Product features
  • Client communication
  • Troubleshooting processes
  • Team collaboration
  • Training new hires
  • Client onboarding
  • Sales support
  • Staff education and training
  • Resolve technical problems
  • Friendly and patient
  • Customer success management
  • Problem solving
  • Customer needs assessment
  • Microsoft Office
  • Software Troubleshooting
  • Technical Support

Personal Information

Authorized To Work: US

Timeline

Technical Support Representative

AuditBoard
09.2024 - Current

Technical Support Representative

Mineral
08.2019 - 09.2024

Management Assistant

Carmax
05.2017 - 07.2019

Relationship Manager

Bank of America
07.2015 - 05.2017

Certificate in Culinary Arts -

Kitchen Academy

GED -

Manteca High School

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