Tracy Stephens
Customer Service Representative
Winder,GA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Chico's FAS
Winder, GA
01.2019 - 12.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Resolved concerns with products or services to help with retention and drive sales.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Documented and detailed calls and complaints using call center's CRM database.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
Branch Manager
Guyana Gold Board
Georgetown,GY, Guyana
04.2013 - 05.2015
- Assessed employee performance and developed improvement plans.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Engaged employees in business processes with positive motivational techniques.
- Maintained friendly and professional customer interactions.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
- Complied with regulatory guidelines and requirements.
- Reviewed and edited loan agreements to enhance clarity and monitor compliance with requirements.
- Completed filings and upheld strict compliance with regulatory agencies and supervisors.
- Boosted sales and customer loyalty through incentive programs.
Consumer Loan Officer
Republic Bank Limited
Georgetown, GY, Guyana
01.1999 - 03.2013
- Maintained strict confidentiality of bank records and client information.
- Submitted loan applications to underwriter for verification and recommendations.
- Originated, reviewed, processed, closed, and administered customer loan proposals.
- Recommended loan approvals and denials based on customer loan application reviews.
- Examined customer loan applications for loan approvals and denials.
- Negotiated loan terms to provide favorable outcomes for both customers and lenders.
- Monitored performance of existing loan portfolios to identify and address any issues.
- Developed strong relationships with customers through high levels of customer service.
- Compiled database of loan applicants' credit histories, financial statements and other financial information.
- Developed systems to efficiently track loan documents and enhance accuracy.
Education
Bachelor of Science - Economics
University of Guyana
Georgetown, GYSkills
- Credit Card Payment Processing
- Report Creation
- Retail Sales Customer Service
- Customer Relations
- Sales Expertise
- Microsoft PowerPoint
- Microsoft Word
- Active Listening
- Microsoft Excel
- Order Fulfillment
Certification
- Certification in Business Essentials
Timeline
Customer Service Representative
Chico's FAS
01.2019 - 12.2021
Branch Manager
Guyana Gold Board
04.2013 - 05.2015
Consumer Loan Officer
Republic Bank Limited
01.1999 - 03.2013
Bachelor of Science - Economics
University of Guyana
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