Tracy Welborn
Keyser
Summary
Dedicated professional with exceptional communication and conflict resolution skills. Proven ability to enhance customer satisfaction through effective complaint resolution and attention to detail.
Overview
43
43
years of professional experience
Work History
Front Desk Receptionist
Moran Nursing and Rehabilitation
Westernport
08.2024 - Current
- Greet visitors and residents with a friendly and welcoming demeanor.
- Manage multi-line phone system to direct calls efficiently.
- Process visitor check-ins and ensured compliance with safety protocols.
- Answer incoming calls, redirected callers to the appropriate personnel or department and took messages as needed.
- Provide excellent customer service by responding quickly to inquiries via phone or email in a professional manner.
- Resolve any customer complaints or issues in a timely fashion following established protocols.
Customer Service Manager
Dejavu Vapes
Statesville
04.2019 - 08.2024
- Resolved customer complaints to ensure satisfaction and retention.
- Provided exceptional customer service to ensure customer satisfaction.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Reviewed accounts for payments received or approved credit arrangements.
- Drafted scripts for agents handling incoming calls so that they can respond accurately and effectively.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
Answering Service Operator
Professional Answering Service
Shelby
02.2013 - 04.2019
- Maintained excellent customer satisfaction through polite, calm demeanor.
- Answered customer inquiries via telephone and email in a timely manner.
- Routed calls to appropriate personnel or departments.
- Transferred calls to voicemail if appropriate personnel was unavailable.
- Provided accurate information regarding services offered.
- Ensured all company policies were followed during calls.
- Utilized paging technology within organization to connect quickly with key people.
- Alerted staff of emergency information and general announcements using PA system.
- Answered incoming calls promptly and courteously.
- Took messages from callers and accurately relayed details to intended staff.
Administrative Clerk
Fiber Industries
Shelby
06.1998 - 02.2013
- Managed daily office operations and maintained organized filing systems.
- Performed data entry duties to update client information in databases.
- Answered telephones, directed calls, and took messages.
- Ordered supplies and equipment as needed.
- Managed daily office operations, including scheduling appointments and managing incoming calls.
- Provided assistance to other departments when needed.
- Prepared and processed documents such as invoices, reports, memos and correspondence.
- Resolved customer complaints in a timely manner.
- Processed incoming mail and packages and placed envelopes in bins for employees.
- Provided administrative support to senior management and department heads.
- Collected and entered payment data into system, maintaining complete confidentiality and accuracy.
Cleaning Supervisor
C & T Cleaning
Shelby
05.1983 - 06.2000
- Trained and mentored cleaning staff on proper techniques and safety protocols.
- Inspected completed work to ensure quality and adherence to company standards.
- Scheduled cleaning assignments based on client needs and staff availability.
- Managed inventory of cleaning supplies and ordered as needed for efficient operations.
- Conducted regular inspections of all areas to ensure that standards are met and maintained.
- Maintained records of completed tasks including work orders and time sheets.
- Resolved customer complaints promptly and efficiently while ensuring a positive experience.
- Updated policies and procedures related to cleaning services in order to remain compliant with industry regulations.
- Supervised daily cleaning operations for residential properties.
Education
High School Diploma -
Shelby High School
Shelby, NC05-1983
Skills
- Multi-line phone system
- Time management
- Effective communication
- Conflict resolution
- Office administration
- Attention to detail
- Telephone etiquette
- Typing speed 40wpm
- Emergency response
- Paging systems
- Multitasking Abilities
- Follow guidelines and scripts
References
References available upon request.
Timeline
Front Desk Receptionist
Moran Nursing and Rehabilitation
08.2024 - Current
Customer Service Manager
Dejavu Vapes
04.2019 - 08.2024
Answering Service Operator
Professional Answering Service
02.2013 - 04.2019
Administrative Clerk
Fiber Industries
06.1998 - 02.2013
Cleaning Supervisor
C & T Cleaning
05.1983 - 06.2000
High School Diploma -
Shelby High School