Tracy Savage
Atlanta,GA
Summary
Dedicated Customer Service and Housing Administrator offering effective communication and well-developed troubleshooting skills honed across 10 plus-year career history. Manages upset customers with precision and poise and defuses high-pressure situations with grace and diplomacy.
Overview
16
16
years of professional experience
Work History
Housing Service Administrator
Atlanta Housing Authority
01.2020 - Current
- Conducts interviews to determine eligibility for Housing Choice Voucher Program
- Facilitates individual and group voucher briefings, explaining program benefits and obligations
- Manages assigned caseload of 300 plus participants to process Interims and Recertification
- Manages program moves tracker report and processes move requests
- Handles portability files to confirm compliance for port outs to other housing authorities
- Works closely with landlords for lease endings and contract extensions
- Maintained confidential participant information.
Employee Engagement Team Co-Chair
Atlanta Housing
01.2018 - 01.2022
- Collaborated with HR, senior management, and various departments to create several engaging activities and events for agency.
- Developed annual budget for events, awards, gifts and team building activities.
Customer Service Representative
Atlanta Housing Authority
01.2017 - 01.2020
- Assisted Housing Choice Voucher Program participants, landlords, and general public
- Provided detailed information on subsidies and assisted with sensitive situations
- Helped landlords with payment information and use of landlord portal
- Collaborated with various departments to resolve issues and referrals
- Researched utility assistance payments for participants
- Worked at front desk assisting applicants, participants, landlords, and general public in person with various requests.
PT Customer Service Representative
State Farm Insurance
01.2016 - 01.2017
- Assisted policyholders, claimants, agents, and staff via incoming calls
- Provided information on new products and services
- Processed payments on current insurance policies
- Routed misdirected calls to correct departments and collected messages for agents.
PPT Cargo Mail Agent
Delta Global Services
01.2015 - 01.2016
- Received and processed incoming international and domestic mail
- Manually sorted and scanned mail for outgoing flights
- Ensured timely scheduling of mail for correct flights.
Customer Service Representative (Revenue and Collections)
Dekalb County Department of Treasury and Accounting
01.2012 - 01.2016
- Handled inbound calls regarding water billing concerns
- Processed incoming correspondence and new service applications
- Analyzed accounts and processed adjustments for various issues
- Assisted management with escalated customer concerns.
Interview Specialist (Telecommuter)
The Network
11.2009 - 01.2012
- Received incoming and made outgoing calls in call center environment
- Processed workers compensation, auto liability, and general liability claims
- Provided information on claims process
- Routed misdirected calls to correct departments
- Provided outstanding customer service and handled irate customers with care.
- Obtained updated contact information from all subjects and verified data for accuracy.
Customer Assistant (DSL Technical Support)
AT&T
01.2008 - 01.2010
- Received incoming and made outgoing calls to DSL customers to assist with internet connectivity issues
- Provided information to customers about new products and services
- Routed misdirected calls to correct department
- Provided outstanding customer service and handled irate customers with care.
- Worked to meet or exceed goals for product promotions.
- Collaborated with colleagues to ensure seamless customer service during high-traffic periods.
Skills
- Strong analytical and problem solving skills
- Ability to maintain internal/external relationships
- Self-motivated and detail oriented
- Ability to manage multiple priorities, and projects in aggressive production environment
- Excellent written and verbal communication skills
- Proficient in Microsoft Office Suite and Yardi
- Event planning and team participation
- Inbound and outbound calls
- Report creation
Timeline
Housing Service Administrator
Atlanta Housing Authority
01.2020 - Current
Employee Engagement Team Co-Chair
Atlanta Housing
01.2018 - 01.2022
Customer Service Representative
Atlanta Housing Authority
01.2017 - 01.2020
PT Customer Service Representative
State Farm Insurance
01.2016 - 01.2017
PPT Cargo Mail Agent
Delta Global Services
01.2015 - 01.2016
Customer Service Representative (Revenue and Collections)
Dekalb County Department of Treasury and Accounting
01.2012 - 01.2016
Interview Specialist (Telecommuter)
The Network
11.2009 - 01.2012
Customer Assistant (DSL Technical Support)
AT&T
01.2008 - 01.2010
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