TRACY NORRIS
73 High St Concord ,New Hampshire
Summary
Dedicated and versatile professional with experience in both healthcare and contact center environments. Proven ability to deliver exceptional customer service, support operational efficiency, and foster team collaboration. Skilled in problem-solving, active listening, and managing complex workflows. Proficient in multiple company platforms, with a strong aptitude for learning new technologies. Committed to providing high-quality service and contributing to team success through leadership, mentoring, and continuous improvement.
Overview
5
5
years of professional experience
Work History
Acting Call Center Supervisor
Eversource
09.2024 - Current
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Supervised daily operations to ensure compliance with Eversource service standards.
- Resolved escalated customer issues, ensuring prompt and effective solutions.
- Monitored agent performance through regular assessments and provided constructive feedback for growth.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
- Maintained open lines of communication between management and staff, fostering a transparent workplace culture that encouraged collaboration and innovation.
- Trained and mentored new staff, fostering a culture of continuous improvement and teamwork.
- Analyzed performance metrics to identify trends and implement process enhancements.
Contact Center Representative II
Eversource
12.2022 - 09.2024
- Provide high-quality customer service by handling inbound calls, emails, and chats with professionalism and empathy.
- Resolve customer inquiries and issues efficiently, ensuring satisfaction and timely follow-up.
- Utilize internal systems to access account information, document interactions, and escalate complex cases when necessary.
- Maintain a strong understanding of company services and policies to accurately assist customers.
- Participate in storm duty operations, demonstrating flexibility and commitment during emergency response situations.
- Respond promptly and positively to ARCOS calls, ensuring availability and support during critical staffing needs.
- Engage in ongoing training and development to stay current with system updates and service protocols.
- Meet or exceed performance metrics including call quality and first contact resolution.
- Collaborate with team members and supervisors to improve processes and share best practices.
Dental Assistant
Granite Family Dentistry
09.2020 - 12.2022
- Greeted and roomed patients, ensuring comfort and readiness for procedures
- Reviewed and updated patient health histories prior to treatment
- Captured diagnostic x-rays as needed, following safety protocols
- Assisted the dental provider during procedures, maintaining sterile technique and efficiency
- Scheduled follow-up appointments and provided patients with walk-out documentation
- Maintained a clean and organized operatory, adhering to infection control standards
- Assisted dentists during procedures, ensuring patient comfort and efficient workflow.
- Prepared examination rooms and sterilized instruments to maintain safety standards.
- Educated patients on oral hygiene practices and post-treatment care.
- Managed patient records using dental software to ensure accurate documentation.
- Monitored inventory levels of dental supplies, placing orders as needed to avoid shortages.
Education
Associate of Science - Medical
Hesser College
Concord, NH06.2012
Certificate of Technical Studies - Allied Dental Education And Radiology
NHTI
Concord NH12.2006
Skills
- Customer Relations & Call Center Experience
- Active Listening & Conflict Resolution
- Complex Problem-Solving
- Critical Thinking & Decision-Making
- Time Management & Prioritization
Customer Service & Communication
Problem Solving & Critical Thinking
Leadership & Teamwork
- Team Leadership
- Employee Coaching & Mentoring
- Training & Development
- Proficient in multiple company platforms and systems
- Skilled in navigating tools, scheduling software, and internal databases
- Quick learner of proprietary technologies and workflow applications
Technical Proficiency
Timeline
Acting Call Center Supervisor
Eversource
09.2024 - Current
Contact Center Representative II
Eversource
12.2022 - 09.2024
Dental Assistant
Granite Family Dentistry
09.2020 - 12.2022
Associate of Science - Medical
Hesser College
Certificate of Technical Studies - Allied Dental Education And Radiology
NHTI
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