Tracy Tyler
Las Vegas,Nevada
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Outgoing, hardworking professional committed to providing outstanding customer service and assistance.
Overview
20
20
years of professional experience
Work History
Senior Customer Service Supervisor-Remote
MotoLease Financial LLC
07.2017 - 08.2024
- Monitored customer feedback to identify areas of improvement in customer experience.
- Reduced employee turnover by creating a supportive work environment that encouraged open communication and collaboration among team members.
- Handled escalated customer complaints with empathy and professionalism, resolving issues quickly while maintaining positive relationships with clients.
- Empowered staff to take ownership of their roles, fostering a sense of responsibility that contributed to the overall success of the department.
- Increased customer satisfaction by implementing new strategies to improve service quality and efficiency.
- Conducted regular evaluations of individual staff members'' work performance, providing constructive feedback to ensure continued growth and development within their roles.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Completed bi-weekly payroll for 20 employees.
Virtual Customer Service Agent
Global Force Protective Services, Inc.
04.2016 - 07.2017
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Billing Operator
Legacy Inmate Communications
03.2015 - 04.2016
- Supported continuous improvement efforts by actively participating in process review meetings and providing feedback on potential improvements.
- Reduced call waiting times by efficiently managing high call volumes and utilizing effective multitasking techniques.
- Maintained strict confidentiality when handling sensitive information, adhering to both company policies and applicable laws.
- Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
- Processed customer payments for timely, accurate order fulfillment.
- Collected personal information from customers to accurately document requests.
Receptionist
Mother’s Day Out Day Care
11.2011 - 03.2015
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Responded to inquiries from callers seeking information.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Assisted with onboarding new clients and securing paperwork completion.
- Maintained visitor log for entering and leaving facility for security purposes.
- Boosted team morale and efficiency, coordinating staff meetings and distributing relevant information.
Quality Assurance Specialist
Paramount Protective Services, Inc.
05.2004 - 09.2011
- Enhanced customer satisfaction by addressing reported issues promptly and providing effective solutions.
- Documented and reported quality assurance outcomes, providing actionable insights for product development teams.
- Strengthened vendor relationships, conducting quality assessments of externally sourced components.
- Reported problems and concerns to management.
Education
High School Diploma -
Jordan High School
Long Beach, CASkills
- Customer Satisfaction
- Client Relationship Building
- Call center experience
- Complaint Handling
- Escalation management
- CRM software proficiency
- Customer Engagement
- Online chat and email
- Account Management
- Payment management
- Stress Tolerance
- Multitasking and Organization
Timeline
Senior Customer Service Supervisor-Remote
MotoLease Financial LLC
07.2017 - 08.2024
Virtual Customer Service Agent
Global Force Protective Services, Inc.
04.2016 - 07.2017
Billing Operator
Legacy Inmate Communications
03.2015 - 04.2016
Receptionist
Mother’s Day Out Day Care
11.2011 - 03.2015
Quality Assurance Specialist
Paramount Protective Services, Inc.
05.2004 - 09.2011
High School Diploma -
Jordan High School
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