Tracy Paschel
Inglewood,USA
Summary
- Call Center Supervisor.
- Team Lead.
- Call center Sales Representative.
- QA Supervisor
- Call Center Trainer AT&T Direct TV.
- Over 20 + years in call centers.
- Grocery store cashier
Overview
24
24
years of professional experience
Work History
Customer Service Representative
Partners In Diversity/ Metro Express Lanes
Santa Fe Springs, USA
04.2025 - Current
- Handled 50-75 calls daily, addressing customer inquiries and concerns
- The ability to De-escalate calls
- Educated customers on products and services, enhancing their understanding and satisfaction
- Reinstated customers' driving privileges, ensuring compliance with regulations
- Process payments and disputes
- Create new accounts
- Updated customer account information to restore access
Ticketing Host
Los Angeles Clippers
Inglewood, USA
06.2024 - Current
- Provided exceptional customer service by greeting and assisting fans in a friendly and professional manner
- Assisted fans with inquiries regarding their event details, seating options, and ticket availability
- Resolve fan complaints or issues regarding tickets promptly and professionally
- Proposed enhancements to improve overall fan experience at venue.
- Assisted fans with technical issues related to the app
- Assisted fans in navigating to their ticket locations in locating tickets on their mobile devices
Sales Representative
Public Storage
Glendale, USA
02.2017 - 02.2025
- Handled inbound and outbound calls to assist customers.
- Sold storage rooms to potential customers, contributing to revenue growth.
- Handled over 100 inbound calls daily to assist customers.
- Inbound/Outbound calls
- Used CRM software to track customer interactions and sales.
- Took credit card payments over the phone via payments systems to secure storage unit.
- Followed call flow to ensure customer satisfaction.
- Consistently met call average KPIs, ensuring quality assurance and efficient call handling.
Team Lead/Trainer
V.X.I Global Solutions
Los Angeles, USA
02.2008 - 02.2017
- Led, supervised, and coached fifteen to seventeen account associates in a fast-paced, high-call-volume call center environment.
- Monitored calls, providing targeted feedback during coaching sessions to enhance agent performance.
- Implemented effective customer service strategies.
- Processed daily payroll for account associates to ensure timely compensation.
- Conducted annual account associate reviews and evaluations.
- Contributed to interview team to ensure selection of qualified candidates. and responsible for the selection and training of new-hires.
- Facilitated regular huddles to share team performance updates, encourage open communication, and resolve issues to meet daily goals.
- Conducted training sessions for call center agents on product features and services, enhancing their knowledge.
- Created a comprehensive curriculum for agents to enhance their product knowledge and service delivery.
- Oversaw agents' knowledge and facilitated their transition to the sales floor.
- Collaborated with overseas outsourced centers to enhance training programs. for training and knowledge
Call Quality Supervisor
Sylmark Inc
Los Angeles, USA
02.2003 - 11.2007
- Managed a team of 5
- Ensured compliance with call center QA goals.
- Monitored QA agents side by side sessions with call center agents while providing real time coaching.
- Listened to calls live or side-by-side while communicating feedback.
- Fostered positive behaviors to enhance team performance.
- Identified calls failing to meet standards and identified the concern.
- Provided refresher training to ensure team members maintained up-to-date knowledge.
- Coached QA agents on recognizing strengths in calls to reinforce effective behaviors.
- Coached/Taught agents to always leave a coaching session on a popsicle note and and 2 things to work on to reach the KPI goal.
Education
High School Diploma -
Westside Academy
Westchester, CASkills
- Call center operations
- Supervised call center agents
- Sales representative
- Quality assurance
- Technical assistance
- Customer service
- Sales techniques
- Performance coaching
- Team leadership
- Effective communication
- Time management
- Training development
- CRM software
- Credit card payment processing
- Opening and closing accounts
- Live chat support
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Timeline
Customer Service Representative
Partners In Diversity/ Metro Express Lanes
04.2025 - Current
Ticketing Host
Los Angeles Clippers
06.2024 - Current
Sales Representative
Public Storage
02.2017 - 02.2025
Team Lead/Trainer
V.X.I Global Solutions
02.2008 - 02.2017
Call Quality Supervisor
Sylmark Inc
02.2003 - 11.2007
High School Diploma -
Westside Academy