Tracy Morales
Greensboro,NC
Summary
Senior Customer Service Representative with 34 years of experience, including 23 years in hospitality. Proven track record in resolving complex inquiries and enhancing customer satisfaction. Strong communication and conflict resolution skills, with a focus on innovative problem-solving. Expertise in managing one-call resolutions to deliver efficient service.
Overview
20
20
years of professional experience
Work History
Senior Customer Service Representative
CCC Intelligent Solutions
Sioux Falls, SD
08.2023 - Current
- Considered important factors such as locations, market values and replacement costs when valuing properties.
- Conducted market research and analysis to establish current property values.
- Conducted research into values of Private passenger and commercial vehicles to compile valuation reports.
Senior Customer Service Representative
NATIONWIDE BUILDING SOCIETY
Hastings, UK
10.2022 - 05.2023
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Educated customers about products, pricing and policies to address and resolve issues.
Jewelry Maker
Andra Jewels
Hastings, UK
06.2022 - 10.2022
- Provided technical support to colleagues in the workshop when required.
- Shaped metal materials using anvils, blocks and hand tools.
Call Center Representative
Walt Disney World Resort
08.2011 - 05.2012
- Use of multi-phoneline system receiving incoming calls from majority of Disney Affiliate's, including but not limited to, Tickets and dining, resort maintenance requests, resorts amenity requests, Disneyland California and ABC network in NYC.
Tax Preparer
The Tax Office/MLG Services
01.2011 - 05.2011
- From January to April, I prepared taxes for new and returning clients according to US tax laws.
- This position was seasonal only.
Receptionist/Administrative Assistant/Property Manager
Winter Garden RV Resort/Equity Lifestyle Properties
08.2005 - 07.2010
- During my tenor with Equity Lifestyle Properties, I began as a receptionist.
- Duties included checking in annual, seasonal and traveling guests.
- A year and half later, promoted to administrative assistant.
- Duties included preparing daily deposits, invoices, oversee maintenance department daily duties and other duties the resort manager required.
- November of 2008 promoted to resort manager and transferred to Winter Garden RV to oversee a 400 site rv resort.
- Duties included, budgeting annually for repair projects, cosmetic upgrades, etc., payroll for 12 employees, daily bank deposits, marketing and sales.
- And other duties that may have been required by regional manager.
- Monitored office supplies inventory and placed orders when necessary.
- Processed payments and updated accounts to reflect balance changes.
Receptionist/Title Clerk I, & II
Capital Management/Orange Lake Resort
08.2005 - 06.2010
- Receiving incoming calls from owners dealing with payments, deeds, title changes etc.
- Promoted to title clerk I in foreclosure department, researching deeds and titles on county deed websites and preparing foreclosure documents for corporate attorney while continuing reception duties.
- Promoted to title clerk II, duties as stated previously.
- Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
- Maintained filing system and organized customer documents for easy retrieval of information.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Input data into spreadsheets and databases.
- Compiled and analyzed data to produce reports.
- Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
- Coordinated and scheduled meetings and appointments.
- Edited and proofread documents for accuracy and completeness.
- Reviewed files, records and other documents to obtain information to respond to requests.
- Utilized office management software to record and track customer information.
- Purchased and maintained office supplies.
- Assisted with onboarding of new employees.
Education
Diploma -
Grahm High School
Graham, North Carolina, USA06.1987
Skills
- Verbal communication
- Property management
- Budgeting
- Sales
- Activity planning
- Rent payments
- Microsoft Office
- Outlook
- Excel
- Preparing deeds
- Preparing titles
- Preparing foreclosure documents
- Valuation reporting
- Market research
- Customer service
- Data analysis
- Product knowledge
- Communication skills
- Administrative and office support
- Quality control
- Customer support
- LiveChat messaging
- Database maintenance
- Teamwork
References
References upon request
Communication Skills
English, Fluent, approved
References
References available upon request.
Timeline
Senior Customer Service Representative
CCC Intelligent Solutions
08.2023 - Current
Senior Customer Service Representative
NATIONWIDE BUILDING SOCIETY
10.2022 - 05.2023
Jewelry Maker
Andra Jewels
06.2022 - 10.2022
Call Center Representative
Walt Disney World Resort
08.2011 - 05.2012
Tax Preparer
The Tax Office/MLG Services
01.2011 - 05.2011
Receptionist/Title Clerk I, & II
Capital Management/Orange Lake Resort
08.2005 - 06.2010
Receptionist/Administrative Assistant/Property Manager
Winter Garden RV Resort/Equity Lifestyle Properties
08.2005 - 07.2010
Diploma -
Grahm High School
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