Tracy Lewis
Carrollton,TX
Summary
Professional customer service specialist with solid background in managing chat-based interactions. Adept at resolving issues efficiently, fostering positive customer experiences, and adapting to evolving requirements. Strong focus on teamwork, communication, and delivering consistent results. Skilled in problem-solving, multitasking, and utilizing chat platforms to provide exceptional support.
Overview
24
24
years of professional experience
Work History
Insurance Verification Specialist
AWL
Remote
06.2025 - Current
- Assisted in verifying insurance coverage and benefits for patient services.
- Communicated with insurance providers to obtain necessary authorization and documentation.
- Updated patient records with accurate insurance information and status changes.
- Supported billing department by providing detailed insurance verification reports.
Retention Specialist
Sirius XM
Remote
04.2025 - Current
- Provided timely assistance to customers, resolving inquiries and enhancing satisfaction.
- Maintained accurate records of customer interactions for process improvement.
- Negotiated contract renewals, securing continued business partnerships with satisfied clients.
- Built constructive customer relationships to improve loyalty and recommendations.
- Assisted in identifying customer needs to enhance retention strategies.
Customer Service Representative
Chewy.com
Remote
11.2024 - 05.2025
- Responded promptly to customer inquiries, ensuring accurate information delivery and high satisfaction levels.
- Assisted in resolving customer complaints through effective communication and problem-solving techniques.
- Maintained detailed records of customer interactions, streamlining information retrieval for future reference.
- Collaborated with team members to enhance service delivery processes and improve overall efficiency.
- Provided product information and support, contributing to increased customer engagement and retention efforts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
Customer Service ,Chat Representative Data Entry
Kohls Corporate Offices
Menomonee Falls, WI Remote
04.2006 - 06.2023
- Provided exceptional customer support through live chat, resolving inquiries efficiently and accurately.
- Collaborated with team members to enhance communication strategies and improve customer satisfaction scores.
- Utilized CRM software to track interactions, ensuring consistent follow-up and case resolution.
- Trained new representatives on chat protocols, fostering a collaborative learning environment.
- Analyzed customer feedback to identify trends and recommend improvements to service delivery processes.
- Assisted customers with product information and guided them through purchasing processes for a seamless experience.
- Worked closely with other departments as needed, ensuring proper collaboration for successful issue resolution.
- Participated in regular training sessions to stay current on industry best practices for effective communication techniques.
- Provided constructive feedback during team meetings about potential improvements or challenges faced, contributing to the overall success of the customer service team.
- Managed multiple chat conversations simultaneously while maintaining accuracy in responses.
- Resolved customer inquiries through live chat, enhancing overall satisfaction and engagement.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Maintenance Administrator
Ameritech
Milwaukee, WI
09.2001 - 04.2006
- · Analyzed data from condition monitoring devices such as thermometers, pressure gauges, vibration meters.
- · Coordinated with vendors to provide timely repairs of equipment.
- · Monitored employee work levels and optimized performance with strategic approaches.
- · Communicated with distributors to acquire necessary equipment for projects.
- · Filled out work orders, repair logs and maintenance plans to document work completed.
- Managed maintenance schedules to ensure optimal equipment performance and reduce downtime.
Education
High School Diploma -
John Marshall High School
Milwaukee, WI06.1994
Skills
- Attention to detail
- Patient confidentiality
- HIPAA compliance
- Active listening
- Customer service
- Critical thinking
- Data entry
- Insurance coverage verification
- Upselling and cross selling
- Documentation skills
- Strong work ethic
- Patience and tolerance
- Complaint handling
- Typing speed
- Empathy display
- Performance tracking
- Social media monitoring
Timeline
Insurance Verification Specialist
AWL
06.2025 - Current
Retention Specialist
Sirius XM
04.2025 - Current
Customer Service Representative
Chewy.com
11.2024 - 05.2025
Customer Service ,Chat Representative Data Entry
Kohls Corporate Offices
04.2006 - 06.2023
Maintenance Administrator
Ameritech
09.2001 - 04.2006
High School Diploma -
John Marshall High School