Tracy Muller
Webster,NY
Summary
High-performing Professional with many years of Customer and Partner relationship experience. Tech Savvy with in-depth knowledge of customer care, client relations, channel and retail operations and sales support. Demonstrated proficiency in inbound and outbound communication, training and development and program management.
Overview
11
11
years of professional experience
Work History
Member Service Advisor III
Kinecta Federal Credit Union
04.2021 - Current
- Manage high call volumes while providing exceptional member support and maintaining professional composure.
- Establish trust with members by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Consistently meet or exceed performance targets for key metrics, demonstrating a strong commitment to achieving organizational goals.
- Contribute to positive workplace culture by actively participating in team-building activities and sharing best practices with colleagues.
- Assist members with correcting account, service, and system issues by educating on required forms and technical processes.
- Proactively uncover financial needs through referrals, products and services.
- Process transactions accurately and efficiently (e.g., disbursing funds, posting transfers, loan payments, stop payments, ACH/ATM/Debit Card disputes and placing travel notifications on cards).
- Maintains confidentiality of Credit Union and member records.
- Ensures compliance on all requests based on Credit Union and Federal Regulatory standards.
- Analyzes and escalates urgent sales/service or system issues to appropriate area for prompt resolution.
- Responsible for driving personal performance and metrics.
Opportunity Manager/Senior Customer Care Manager
Johnston RV Country
12.2019 - 12.2020
- Lead management and first point of contact to
prospective customers - Responded to all customer communication via phone,
email, chat and social media to support sales and
service with the goal to drive business to both sales and service - Investigated and resolved customer inquiries and complaints quickly
- Social media and Google Account (reviews) Administrator
- BBB point of contact
- Streamlined operational efficiencies by delivering recommendations for knowledge-based processes and procedures.
- Identified key products, services and customers and
used data to devise innovative sales and marketing plans - Collected data and performed customer needs analysis.
- Developed and performed outbound follow up campaigns via phone and email to develop business.
Customer Success Manager
Coverwallet LLC
11.2017 - 11.2019
- Managed inbound service calls in support of the account management team handling questions our customers had about their policies, concerns about billing or renewal or help/training in using the portal.
- Listen, understand and appropriately act to de-escalate and provide a solution to escalated issues.
- Capitalized on upsell opportunities when applicable
- Supported sales, brokers, consultants and underwriters in marketing and sales activities.
- Followed up with customers on unresolved issues.
- Worked with marketing teams to create, deploy and optimize effective campaigns to retain our clients.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Traveled internationally to hire, train and manage call center team.
Customer Care Manager
The Dorschel Group
05.2013 - 12.2017
- Heavy inbound and outbound call management as well as eLead response via email, text and chat management
- CRM Administrator and trainer for multiple departments, Non-Technical Managers (Reporting, email facilitation)
- Use multiple outlets of data to measure performance against determined targets in the areas of communication quality and quantity.
- Provide day to day workforce management Hire, onboard and coach new and existing team members.
- Partner with other department heads to identify needs and develop training.
- Participate in department and business partner projects.
- Represent customer service and customer operations credibly and effectively with customers and internal partners.
- Act as the escalation point for the team
- Establish and drive projects to improve accuracy
- Responsible for performing CRM audits and email communication/scripts to ensure alignment with requirements required by attorney general and OEM regulations
- Conduct Call reviews to insure quality and identify missed opportunity with the goal to save deals and provide an awesome customer experience.
Education
BAS- Rochester Business Institute
Rochester, NYundefined
High School- Aquinas Institute
Rochester, NYTimeline
Member Service Advisor III
Kinecta Federal Credit Union
04.2021 - Current
Opportunity Manager/Senior Customer Care Manager
Johnston RV Country
12.2019 - 12.2020
Customer Success Manager
Coverwallet LLC
11.2017 - 11.2019
Customer Care Manager
The Dorschel Group
05.2013 - 12.2017
BAS- Rochester Business Institute
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High School- Aquinas Institute
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