Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Tracy Haines

Grand Rapids

Summary

Dynamic Licensed Customer Service Representative with a proven track record at Farmer Insurance Group, enhancing customer satisfaction through effective problem resolution and active listening. Skilled in addressing client needs and conflict resolution, I consistently exceeded sales goals while fostering long-term client relationships, demonstrating adaptability and a commitment to exceptional service delivery.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Licensed Customer Service Representative

Farmer Insurance Group
07.2021 - Current
  • Improved customer satisfaction by efficiently addressing and resolving issues in a timely manner.
  • Increased customer retention rates by conducting follow-up calls to ensure satisfaction with services provided or products purchased.
  • Promoted positive company image by consistently delivering exceptional service experiences that fostered long-term customer loyalty.
  • Maintained strict compliance with industry regulations, company policies, and ethical guidelines in all aspects of customer service delivery.
  • Conducted thorough needs assessments by actively listening to customers'' concerns, preferences, and expectations to provide tailored recommendations.
  • Participated in ongoing training programs to continuously enhance skills, knowledge base, and overall performance as a Licensed Customer Service Representative.
  • Collaborated with team members for efficient problem-solving and optimal customer service delivery.
  • Consistently met or exceeded sales goals through effective communication and product knowledge.
  • Established rapport with diverse clientele through genuine interest in their needs, empathetic understanding of their situation, and candid communication style.
  • Proactively identified potential issues, escalating them when necessary for prompt resolution while maintaining clear communication with affected parties.

Customer Service Representative

Teleperformance
01.2018 - 07.2021
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

On the Job Trainer

Pridgeon and Clay Inc
10.2015 - 01.2018
  • Trained new employees to execute tasks in accordance with applicable specifications and procedures.
  • Contributed to employee retention by equipping staff members with the necessary skills for career advancement within the company.
  • Optimized internal communication channels by providing clear instructions and expectations during training sessions.
  • Boosted trainee performance by implementing hands-on learning experiences and real-world examples.
  • Conducted new hire orientations and training sessions, and trained current employees on new equipment and procedures.
  • Established a positive and supportive learning environment, fostering strong professional relationships among trainees.
  • Increased overall company productivity by improving employee skill sets through continuous on-the-job training programs.
  • Streamlined processes in multiple departments through targeted cross-training initiatives that diversified employee talents.
  • Evaluated individual trainee progress, providing constructive feedback and tailored guidance for improvement.
  • Utilized various teaching methodologies to accommodate diverse learning styles among trainees.
  • Corrected employee behavior that did not reach accepted standards, and recognized performance that met or exceeded those criteria.
  • Delivered engaging presentations to groups of employees, ensuring understanding of complex concepts and procedures.
  • Promoted a culture of continuous learning through regular workshops, seminars, and refresher courses.
  • Prepared and updated training handouts, manuals and digital tutorials.
  • Conducted regular evaluations of employee knowledge and skills, adjusting training strategies to close gaps.
  • Tracked employees before, during and after training to verify attainment of training objectives.
  • Produced detailed training reports to comprehensively assess employee performance.
  • Reached out to managers and team leaders to source requirements for training and identify needs.
  • Facilitated employee growth and progression by offering mentorship opportunities and providing guidance on career development strategies.
  • Enhanced trainee retention by developing comprehensive and interactive training materials.
  • Exhibited functional familiarity with curriculum design and delivery principles and practices.

Quality Control Inspector

Challenge Maufacturing
05.2015 - 10.2015
  • Communicated with production team members about quality issues.
  • Inspected quality of products, taking note of functionality, appearance and other specifications.
  • Inspected incoming and outgoing materials for accuracy and quality.
  • Reported repeated issues to supervisors and other departments, collaborating to identify issue roots and rectify problems.
  • Performed visual inspections and non-destructive tests where appropriate.
  • Improved product quality by conducting thorough inspections and identifying defects in a timely manner.
  • Maintained compliance with industry regulations through meticulous record-keeping and documentation of inspection results.
  • Evaluated components and final products against quality standards and manufacturing specifications.

Education

Associate of Applied Science - Health Information Technology

Ferris State University
Big Rapids, MI
12-2010

Skills

  • Monitoring adherence to regulations
  • Client education
  • Claims handling
  • Insurance regulations
  • Customer service
  • Problem-solving
  • Time management
  • Multitasking and organization
  • Critical thinking
  • Team collaboration
  • Active listening
  • Adaptability and flexibility
  • Verbal and written communication
  • Creative problem solving
  • Decision-making
  • Problem resolution
  • Customer relations
  • Call center experience
  • Computer proficiency
  • Task prioritization
  • Conflict resolution
  • Documentation
  • Complaint handling
  • Quality control
  • Follow-up skills
  • De-escalation techniques
  • Professional telephone demeanor
  • Prioritization
  • Building rapport
  • Customer relationship management (CRM)
  • Microsoft PowerPoint
  • Call center operations

Certification

  • Licensed Property & Casualty- [January 31, 2023 to current

Timeline

Licensed Customer Service Representative

Farmer Insurance Group
07.2021 - Current

Customer Service Representative

Teleperformance
01.2018 - 07.2021

On the Job Trainer

Pridgeon and Clay Inc
10.2015 - 01.2018

Quality Control Inspector

Challenge Maufacturing
05.2015 - 10.2015

Associate of Applied Science - Health Information Technology

Ferris State University

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