Tracy Woods
Houston,Texas
Summary
A Customer Service Advocate III with an impressive 16+ years in the industry, specializing in health insurance and mortgage lending. Known for exceptional customer service in Service-focused as Engagement Specialist III, bringing unparalleled skills in customer relations, task prioritization and time management. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions and implement corrections with efficiency. Proficient in customer service management software with expertise in related roles.
Overview
16
16
years of professional experience
Work History
Engagement Specialist III
Aetna a CVS Company
02.2016 - 10.2023
- Provide personalized assistance and guidance to customers, tailoring solutions to their specific needs and preferences to enhance overall customer experience and drive customer loyalty
Customer Service Concierge
US Tech Solutions
08.2015 - 02.2016
- Identify and implement opportunities for process improvement within the Aetna Benefits and Claims process to increase efficiency and accuracy in customer support
Customer Service Representative II
Sutherland Global Services
10.2014 - 08.2015
- Collaborate with cross-functional teams to develop and implement customer service strategies that align with business goals and enhance the overall customer experience
Independent Associate
Pre-Paid Legal Services, Inc.
10.2007 - 04.2013
- Identify potential clients and build a network of referrals to increase sales and business opportunities
Education
General Studies -
Compton High School
Compton, CABusiness Administration -
El Camino Compton Campus
Compton, CA06.2012
Skills
- Salesforce
- Written Communication
- Brand Awareness
- Decision Making
- Complaint Resolution
- Performance Assessment
- Paperwork Processing
- Account Updating
- Customer Relations
- Analytical and Critical Thinking
- Community Engagement
- Organizational Skills
- Industry Expertise
- Communication
- Attention to Detail
- Innovation and Creativity
- Problem Solving
- Workflow Analysis
- Performance Evaluation
- Relationship Development
- Interpersonal Skills
- Conflict Resolutions
- MS Word, Excel, Outlook
- Emotional Intelligence
- Task Prioritization
- Teamwork and Collaboration
- Consultative Sales
Timeline
Engagement Specialist III
Aetna a CVS Company
02.2016 - 10.2023
Customer Service Concierge
US Tech Solutions
08.2015 - 02.2016
Customer Service Representative II
Sutherland Global Services
10.2014 - 08.2015
Independent Associate
Pre-Paid Legal Services, Inc.
10.2007 - 04.2013
General Studies -
Compton High School
Business Administration -
El Camino Compton Campus
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