Photography
Job Search Status
Open to workDesired start date: Open to discussion
Desired Job Title
CUSTOMER SERVICE REPRESENTATIVEWork Type
Full TimeLocation Preference
RemoteHybridLocation: Phoenix, AZ
Open to relocation: No
Open To Work
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TRACY SAMERO
Glenolden,PA
Work Preference
Summary
Customer service professional adept at managing high volumes of inquiries and driving customer satisfaction. Recognized for effectively resolving complaints and streamlining service processes, contributing to consistent operational reliability. Strong communication and teamwork skills enhance service quality and team performance.
Overview
18
18
years of professional experience
Work History
CUSTOMER SERVICE REPRESENTATIVE
Conrail
Mt. Laurel, NJ
03.2008 - Current
- Managed high-volume customer support by responding to phone inquiries and processing an average of 20,000 emails per month for internal teams and external clients.
- Resolved customer complaints through detailed investigations and rapid troubleshooting, restoring service quickly and supporting higher customer satisfaction on complex issues.
- Coordinated vehicle delivery logistics, enhancing turnaround times and strengthening customer experience.
- Monitored train arrival and departure data to maintain 99.5% compliance with transportation protocols and support reliable service operations.
- Managed freight car ordering and release activities, ensuring on-time delivery and smooth workflow coordination.
- Improved work order processes, including builds and adjustments, to keep projects on schedule and increase operational efficiency.
- Analyzed operational data and produced reports on car no-bills, service forecasts, and yard inventories to support planning and improve decision-making.
- Used inventory management systems to identify and recommend rail cars efficiently, helping customers secure the equipment they needed faster.
- Coordinated interchanges with short-line and partner railroads to maintain smooth operations and improve service continuity across networks.
- Implemented verification processes that ensured 100% accuracy in train consist compliance and adherence to operational protocols.
Education
High School Diploma -
Eastern Regional High School
Voorhees, NJ06-1990
Skills
- CRM strategies
- Zendesk
- Customer engagement
- Phone etiquette
- Effective follow-up
- Conflict resolution
- Active listening
- Effective verbal communication
- MS Office applications
- Strategic analysis
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Interests
Timeline
CUSTOMER SERVICE REPRESENTATIVE
Conrail
03.2008 - Current
High School Diploma -
Eastern Regional High School