Tracy Harrison
McKeesport,PA
Summary
Results-driven Customer Service Representative Lead with background in overseeing high-performing service teams. Experience includes developing customer service policies, handling escalated customer complaints, and monitoring team performance to ensure satisfaction targets are consistently met. Strengths include exceptional problem-solving skills, clear communication prowess, and propensity for building strong relationships with customers. Noteworthy contributions in previous roles include implementing strategies that improved customer satisfaction rates and team productivity.
Overview
11
11
years of professional experience
Work History
Customer Service Representative Lead
Cvs Sp
Monroeville, PA
12.2015 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Monitored team performance metrics such as call wait times, average handle time and first call resolution rates.
- Resolved escalated customer complaints in a timely manner.
- Trained newly hired Customer Service Representatives on company policies, procedures and protocols.
Housekeeper
Forbes Regional Hospital
Monroeville, PA
01.2014 - 12.2015
- Swept, mopped and waxed floors in patient rooms and public areas of the hospital.
- Cleaned bathrooms, including toilets, sinks, showers, walls and mirrors.
- Stocked shelves with supplies such as toilet paper and soap.
- Sanitized surfaces using chemical cleaners to prevent spread of germs.
- Emptied trash cans and replaced liners.
- Dusted window sills, ledges, furniture, vents and other hard-to-reach areas.
- Complied with all health regulations concerning sanitation and cleanliness.
Education
High School Diploma -
McKeesport Senior Highscool
McKeesport, PASkills
- Live chat support
- Email management
- Escalation management
- Reporting and analysis
- Call center experience
- Production goal setting
- Inbound and outbound calls
- Customer service analysis
- Team coaching
Timeline
Customer Service Representative Lead
Cvs Sp
12.2015 - Current
Housekeeper
Forbes Regional Hospital
01.2014 - 12.2015
High School Diploma -
McKeesport Senior Highscool
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