TRACY SCOTT
Phoenix,AZ
Summary
Experienced customer service professional with over 15 years of experience in providing solutions to high-level complex customer issues. Proven track record of success in leadership roles with a strong ability to motivate and manage teams. Seeking a leadership position where I can leverage my skills and experience to take on new challenges.
Overview
7
7
years of professional experience
Work History
Customer Advocate, DoorDash
DoorDash
10.2020 - Current
- One of top 15 Tier 3 agents company-wide promoted to form cross functional Customer Advocate team
- Tracked and tackled priority, complex, and sensitive customer issues
- Analyzed spikes and trends to emergent detect customer issues
- Conducted deep dives to find root causes
- Authored and presented dasher experience impact, and defect hypothesis finding engineers
- Trained others on new processes
- Created JIRA/Asana tickets to target and track all known customer experience issues
- Created support content articles agents detailing known issues and solutions
- Advised others on the teams functions and culture
- Met weekly to track and improve team performance.
Subject Matter Expert
SME
12.2019 - 03.2020
- For Ambetter Health
- Worked from knowledge bases CRM used Salesforce
- Conducted weekly team huddles
- Implemented an incentive for high QA scores monthly
- Generated Top QA scores, ranked first for 4 months
- Developed and updated tracking spreadsheets for process monitoring and reporting.
- Devised and implemented processes and procedures to streamline operations.
Client Service Representative
Oakwood Worldwide
10.2018 - 12.2019
- Performed new account setup and existing account maintenance functions
- Conducted 20+ web training sessions for new and current clients
- Provided support both by phone and email and resolved issues promptly
- Documented all client transactions through CRM application and maintained records
- Offered troubleshooting advice to assist customers with technical issues and navigate smooth process.
Customer Service Representative
Medscope of America
05.2017 - 04.2018
- Implemented a system for easier way to track installs and service tickets effectively and reduced errors
- Proactively researched and verified contact information and updated databases
- Addressed problems reported by the technicians and escalated them as needed
- Took inbound calls from consumers and referral sources and answered inquiries
- Acted as a liaison between the office, the technicians and the customers to facilitate appointments and communicate information clearly
Education
Camelback High School
Skills
- Agile Methodologies
- Salesforce CRM
- Cross-Functional Collaboration
- Document and Records Management
- MS Office
- Critical Thinking
- Database Maintenance
- Project Management
- Strong Work Ethic
- Data Analysis
- SQL
Timeline
Customer Advocate, DoorDash
DoorDash
10.2020 - Current
Subject Matter Expert
SME
12.2019 - 03.2020
Client Service Representative
Oakwood Worldwide
10.2018 - 12.2019
Customer Service Representative
Medscope of America
05.2017 - 04.2018
Camelback High School
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