Summary
Overview
Work History
Education
Skills
Timeline
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Tracy Miller

High Point,NC

Summary

Motivated team player experienced in providing exceptional customer service. Proven ability to remain calm and professional in high-stress situations while being able to quickly and effectively resolve customer complaints. Possesses exceptional communication, organizational and multitasking skills. Committed to providing the highest quality service and creating a positive customer experience.

Overview

8
8
years of professional experience

Work History

SENIOR CUSTOMER SERVICE REPRESENTATIVE

Ralph Lauren
04.2023 - Current
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Responded to customer calls and emails to answer questions about products and services.
  • Escalated issues to proper supervisors when standard processes were not effective.
  • Researched and rapidly resolved client conflicts to maintain key accounts.
  • Leveraged consistent, successful strategies to meet and exceed performance goals.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered prompt service to prioritize customer needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Followed up with customers about resolved issues to maintain high standards of customer service.

SEASONAL SENIOR CUSTOMER SERVICE REPRESENTATIVE

Ralph Lauren
10.2022 - 02.2023
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Responded to customer calls and emails to answer questions about products and services.
  • Escalated issues to proper supervisors when standard processes were not effective.
  • Researched and rapidly resolved client conflicts to maintain key accounts.
  • Leveraged consistent, successful strategies to meet and exceed performance goals.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered prompt service to prioritize customer needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Followed up with customers about resolved issues to maintain high standards of customer service.

CUSTOMER SERVICE REPRESENTATIVE

Ralph Lauren
10.2020 - 04.2023
  • Address, Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Educated customers on special pricing opportunities and company offerings.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
  • Responded to telephone inquiries and complaints following standard operating procedures.
  • Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts
  • Developed and maintained working knowledge of internal policies, procedures, and services to appropriately address customer issues
  • Handled customer complaints and inquiries in a courteous and efficient manner.
  • Complied with corporate and regulatory policies regarding information confidentiality and privacy.
  • Logged details of customer service calls in computer system following correct protocols.
  • Investigated and researched issues to determine root causes and appropriate resolution methods.
  • Addressed customers courteously using suitable methods and problem-solving skills.
  • Processed orders, returns, and exchanges in an accurate and efficient manner.

KEY HOLDER

Bath & Body Works
11.2015 - 03.2017
  • Assisted with team responsibilities by cleaning, managing cash registers, and product merchandising.
  • Oversaw store operations by counting cash drawers, reviewing equipment management, and supervising staff.
  • Engaged with customers to build rapport and promote long-term loyalty for increased sales.
  • Swept and mopped floor, wiped windows and fixtures after closing to maintain organized and tidy store.
  • Trained and supervised new employees to apply best practices in customer service and store operations.
  • Streamlined opening and closing procedures as integral member of store staff.
  • Inspected stocks to identify shortages, replenish supply and maintain consistent inventory.
  • Managed customer needs and delegated tasks to employees for optimal coverage.
  • Met sales targets consistently for each shift by positively engaging customers and delivering high levels of service.
  • Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
  • Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
  • Marked-down clearance items and relocated merchandise to proper store areas.
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
  • Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
  • Trained team members in successful strategies to meet operational and sales targets.
  • Trained newly hired sales team in upselling techniques.

Education

GED -

Guilford Technical Community College
Jamestown, NC

Skills

  • Calm and Professional Under Pressure
  • Inbound and Outbound Calling
  • Multitasking and Prioritization
  • Active Listening
  • Call Center Operations
  • Problem-Solving Ability
  • Upbeat and Positive Personality
  • Understanding Customer Needs
  • Customer Service
  • Senior Leadership Support
  • Conflict Resolution
  • Research

Timeline

SENIOR CUSTOMER SERVICE REPRESENTATIVE

Ralph Lauren
04.2023 - Current

SEASONAL SENIOR CUSTOMER SERVICE REPRESENTATIVE

Ralph Lauren
10.2022 - 02.2023

CUSTOMER SERVICE REPRESENTATIVE

Ralph Lauren
10.2020 - 04.2023

KEY HOLDER

Bath & Body Works
11.2015 - 03.2017

GED -

Guilford Technical Community College

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Tracy Miller