Tracy Hagy
Customer Service Rep
Lewisburg,WV
Summary
Experienced Customer Support Representative that demonstrates success in CRM management, conflict resolution, and effective multitasking in high-pressure settings.
Resourceful Customer Support Specialist, known for high productivity and efficient task completion.
Possess specialized skills in problem-solving, customer relationship management, and technical support. Excel in communication, empathy, and adaptability, ensuring exceptional service and support to customers. Committed to leveraging these abilities for improved customer satisfaction and business success.
Overview
9
9
years of professional experience
1
1
Certification
Work History
CSR | Healthcare Support
Nex Rep
11.2024 - 06.2025
- Company Overview: PPL Operations
- Supported participants in the Personal Preference Program (PPP) by managing inquiries and resolving issues related to caregiver management and budget accounts.
- Utilized CRM and Five9 systems to enhance customer relationship management.
- Resolved customer inquiries with precision, improving overall satisfaction.
- Managed multi-channel communication, ensuring timely responses.
- Handled high-volume call traffic while maintaining service quality.
- Handle and resolve billing inquiries, claim disputes, and prior authorization status with professionalism and empathy.
- Guide members through online portals and digital resources for account access and self-service tools.
- Maintain up-to-date knowledge of CMS regulations, Medicaid/Medicare guidelines, and plan changes.
- Accurately document all customer interactions and follow-ups in CRM or call tracking systems.
- Work cross-functionally with providers, case managers, and internal departments to resolve escalated issues.
- Ensure compliance with HIPAA and confidentiality standards during all member communications.
- Meet or exceed performance metrics including call quality, resolution time, and customer satisfaction.
- PPL PROGRAM
- Maintained accurate records of customer interactions and transactions.
- Adhered to company's established protocols for handling confidential data.
- Documented all conversations with customers in CRM software according to company standards.
Product Tax Expert
TurboTax
Lewisburg, West Virginia
01.2025 - 04.2025
- Provided expert tax advice and support to customers using Intuit TurboTax products, ensuring compliance with federal and state regulations.
- Assisted customers in completing tax returns, enhancing their understanding of tax obligations.
- Managed inbound and outbound calls, delivering exceptional customer service.
- Provided live and online chat support, resolving customer inquiries efficiently.
- Prepared individual and business tax returns, ensuring accuracy and compliance.
- Assisted clients in understanding tax regulations and filing requirements effectively.
- Compiled data from clients to accurately complete tax forms.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
Manager | Customer Service
Covington Farm and Fuel
Covington
01.2022 - 12.2024
- Oversaw daily operations of the dine-in cafe, ensuring compliance with food safety standards and enhancing customer service.
- Trained and supervised staff to improve customer service skills.
- Addressed and resolved customer service issues, increasing satisfaction.
- Promoted a positive work environment through open communication.
- Enhanced dining experience by implementing innovative menu options.
Business Owner
Pink Crown Boutique
Covington
04.2019 - 12.2024
- Company Overview: -Covington
- Owned and operated a boutique, managing financial operations and enhancing customer satisfaction through innovative business strategies.
- Trained and mentored a team of 20 women, fostering collaboration.
- Increased client satisfaction by streamlining processes.
- Created engaging social media content to boost brand awareness.
- Managed inventory for a seamless shopping experience.
- -Covington
CSR - Customer Service Representative
IBEX Global
12.2020 - 02.2024
- Company Overview: -USA
- Provided customer support in a high-volume call center, enhancing satisfaction through effective communication and problem-solving.
- Managed high call volumes, maintaining professionalism during peak hours.
- Demonstrated empathy and active listening, increasing repeat business.
- Resolved complex billing issues, ensuring accurate invoicing.
- Assisted customers with account set-up, facilitating smooth transitions.
- -USA
CSR - Customer Service Representative
EZPASS
05.2016 - 12.2019
- Handled inbound calls for customer support and relations, ensuring adherence to company policies while providing exceptional service.
- Managed 50 to 100 calls per day, maintaining a professional demeanor.
- Resolved complex billing issues, ensuring prompt resolution.
- Handled escalated calls professionally, ensuring client satisfaction.
- Utilized CRM tools to efficiently track client interactions.
Education
Medical Terminology & Medical Coding/Billing -
Penn Foster
08.2025
Business Administration -
Dabney Lancaster
05-1997
Skills
- Account management
- Billing CRM
- Health-related inquiries
- Live chat support
- Excel
- Health Insurance Portability and Accountability Act (HIPAA) compliance
- Medical billing
- Data processing
- Customer inquiries
- Customer support
- Help desk support
- Salesforce
- Microsoft operating systems
- Data entry
- Member account management
- CRM software proficiency
- Medical terminology
- Credit card payment processing
- Microsoft Office Suite
- Technical support
- Inbound and outbound calling
Certification
HIPAA
Personality Strengths
- Conventional: Adheres to established processes and methods
- Considerate: Balances personal needs with empathy for others
- Opportunistic: Comfortable with ambiguity and dynamic environments
- Autonomous: Independently drives results
- Responsive: Emotionally expressive and relatable to others
Timeline
Product Tax Expert
TurboTax
01.2025 - 04.2025
CSR | Healthcare Support
Nex Rep
11.2024 - 06.2025
Manager | Customer Service
Covington Farm and Fuel
01.2022 - 12.2024
CSR - Customer Service Representative
IBEX Global
12.2020 - 02.2024
Business Owner
Pink Crown Boutique
04.2019 - 12.2024
CSR - Customer Service Representative
EZPASS
05.2016 - 12.2019
Medical Terminology & Medical Coding/Billing -
Penn Foster
Business Administration -
Dabney Lancaster
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