TRACY WILLSHER
Stop & Shop
Shelton,CT
Work Preference
Location Preference
On-SiteRemoteHybrid
Location:
Shelton, CTUnited StatesConnecticut
Open to relocation:
No
Minimum Desired Compensation
$50000/yr
Important To Me
Work-life balanceHealthcare benefitsWork from home optionPaid time offPersonal development programsFlexible work hoursCompany CultureCareer advancement
31
Years of experience
Professional and courteous customer service professional with more than 15 years of experience in high-volume environments. Background includes inbound member services calls, medical claims processing, and benefits and eligibility verification. Experienced in scheduling services, maintaining accurate records and processing payments.
Work History
Customer Service & Store Operations
8 Months- Coordinate with store teams to address customer needs, replenish inventory, and support daily service priorities.
- Assist customers with inquiries, returns, exchanges, and loyalty programs in a high-volume retail environment.
- Process point-of-sale transactions and handle cash accurately while supporting front-end operations.
Facilities Planner
3 Years 9 Months- Managed workload distribution for 75 technicians, coordinating service schedules and optimizing maintenance resources.
- Coordinated communication with vendors, maintenance teams, and operations leaders to ensure timely service and met service-level commitments.
- Facilitated purchase requisitions and materials planning using SAP ERP and Coupa; identified system issues and implemented corrective actions.
- Coordinated more than 10,000 work orders annually, using SAP ERP for scheduling, tracking, reporting, and operational recordkeeping.
Process Assistant (Operations Team Lead)
11 Months- Monitored productivity, quality, and safety metrics; identified workflow bottlenecks and supported corrective actions.
- Monitored productivity, quality, and safety metrics; identified workflow bottlenecks and implemented corrective actions to optimize operations.
- Collaborated with associates and operational leaders to balance workloads, ensuring compliance with safety standards and enhancing team efficiency.
Customer Service / Inbound and Outbound Calls
4 Years 1 Month- Handled inbound and outbound calls to assist customers with order placements, contract renewals, and service scheduling.
- Processed customer orders and renewed contracts, supporting customers with equipment purchases and service requirements.
- Scheduled services and communicated with customers about their service requests to ensure timely resolutions.
Call Center Representative
3 Years 9 Months- Handled 70–100 inbound calls daily, delivering customer service and addressing caller requests in high-volume call center.
- Communicated clearly with callers to assess needs and provided targeted information and assistance.
- Set up customer orders and resolved order-related questions, ensuring callers received accurate information.
Dedicated Member Services Representative
8 Years 6 Months- Handled inbound member services calls, assisted members with inquiries regarding medical claims, benefits, and eligibility.
- Verified member benefits and eligibility to resolve coverage-related inquiries.
- Processed medical claims and addressed member questions regarding claims status and details.
Education
High School Diploma
Skills
Inbound and Outbound Calls | Member Services | Medical Claims Processing | Benefits and Eligibility Verification | Customer Inquiry Resolution | Order Processing | Service Scheduling | Payment Processing | Record Keeping
Microsoft Office Suite | Excel | SAP ERP | Coupa | POS Systems | Work Order Management Systems
Personal Information
Call Center Customer Service Representative
Accomplishments
Handled 60–80 inbound customer service calls daily while consistently meeting performance metrics, maintaining a high level of accuracy, and delivering efficient, professional customer support.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service & Store Operations
Stop & Shop
11.2025 - 07.2026Read More
Facilities Planner
Jones Lang LaSalle (JLL), Amazon Account
07.2021 - 04.2025Read More
Process Assistant (Operations Team Lead)
Amazon Fulfillment
08.2020 - 07.2021Read More
Customer Service / Inbound and Outbound Calls
Pitney Bowes
07.2016 - 08.2020Read More
Call Center Representative
Marcone Group
10.2012 - 07.2016Read More
Dedicated Member Services Representative
Oxford Health Plans
10.1995 - 04.2004Read More
St. Joseph High School
High School Diploma
Read More