Tracy Williams

Dynamic Senior Customer Support Specialist with proven expertise at Jacobs Engineering in managing high-volume inquiries and enhancing customer satisfaction. Skilled in multi-channel support and problem-solving, I successfully resolved escalated issues while promoting a superior service experience. Proficient in Salesforce, I effectively coordinated vendor management and trained new team members.

2023 Supervisor Review November 2023 2023 Reviewer Reflections (Terrie Walker) Tracy brings to the team a strong work ethic, desire, and willingness to learn new things, her humor and positivity and it is all appreciated. Tracy volunteered to join and assist with a new client we brought on board in 2022 and her enthusiasm, flexibility and just plain old roll up your sleeves and get it done mentality assisted with one of our more successful implementations. Tracy did not shy away from all the new processes that were thrown her way, the constant changes and updates all while being short staffed due to hiring issues. Tracy gladly assisted with mentoring new hire and senior agents to be cross trained on the new client. Tracy's by the book methodology allowed for a consistent message to all trainees so there was less confusion when they applied their new skills. Tracy took a class via E3Learning on Excel so that she could further assist with the new client workload. Tracy worked many hours of overtime and did her best to stay up on all other clients so that she could be fully utilized. Tracy is consistently Exceeds for basic inbound metrics and has no issues with schedule adherence. Exceeds

2022 End of Year Review November 2022 Tracy is a senior member of our staff and consistently performs work delegated and expected of her. She is a go-to member who is always willing to help with her ready knowledge and answers, assisting new and seasoned team members with questions and directions. She reaches out to management with any concerns regarding unclear documentation or operational protocols. She is conscientious of service levels and does her best to make sure she is contributing to the success by adhering to her break and lunches, staying over to cover when needed. Tracy was selected as one of the initial specialists trained to support United Fitness Partners and that has been a choice that has benefited this new client greatly. Tracy has immersed herself into learning everything she can and applies her knowledge to the day-to day processes. She has demonstrated patience and flexibility as we continue to develop coverage and resources needed to service this growing client. Tracy will have opportunities to mentor newcomers, and she looks forward to ensuring they get off to a good start. I encourage Tracy to attend webinars, virtual training, and classes to enhance skills sets that build confidence, presentation skills etc., to give her that push for career opportunities. Tracy has an occasional error and learns from it quickly, as to not repeat the same one twice. Tracy receives positive feedback from callers, clients, and peers, all well deserved. Tracy has been all Exceeds in required metrics and it is a pleasure to have Tracy on our team. Exceed