Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline

Tracy West

Discover Financial Services, DFS
Herriman,UT

Summary

Experienced coach with 15+ years in customer service, coaching, and compliance. Known for clear communication, group leadership, and relationship-building while improving service quality, reinforcing procedures, and supporting team performance.

16
years of professional experience

Work History

COACH

16 Years 6 Months
Discover Financial Services, DFS | West Valley City, UT | 05.2010 - Current
  • Coached frontline associates on customer engagement, compliance, and quality expectations.
  • Facilitated performance reviews using scorecards, call observations, and developmental feedback.
  • Partnered with leaders to reinforce operational procedures and service consistency.
  • Trained staff on workflows, escalation handling, and documentation standards.

Acting Coach

5 Months
Discover Financial Services, DFS | West Valley City, UT | 12.2023 - 05.2024
  • Coached associates on customer interactions, service quality, and call handling standards
  • Developed feedback plans aligned with performance goals and compliance requirements
  • Observed calls to identify coaching opportunities and reinforce effective communication
  • Trained teams on policy updates, product knowledge, and service procedures

Representative

12 Years 8 Months
Discover Financial Services, DFS | West Valley, NY | 05.2010 - 01.2023
  • Resolved customer inquiries across credit card accounts, delivering accurate guidance and courteous service
  • Reviewed account activity to identify discrepancies, fraud indicators, and servicing needs
  • Processed payments, balance adjustments, and account updates with strong attention to detail
  • Explained billing statements, fees, and payment options using clear, compliant communication

Education

GED

Taylorsville High School | Taylorsville Utah | 10.2004

Skills

Effective communication
Group leadership
Personable and friendly
Building relationships

Accomplishments

  • 20-time Black Diamond Winner
  • Agent Plus Graduate- Nov 2022
  • Ace Award Winner
  • Consistently Top Performer in Collections
  • Advanced TRUST calls used in calibrations
  • Acting Coach

Timeline

Acting Coach
Discover Financial Services, DFS
12.2023 - 05.2024
COACH
Discover Financial Services, DFS
05.2010 - Current
Representative
Discover Financial Services, DFS
05.2010 - 01.2023
Taylorsville High School
GED
Tracy West