Tracy Yungsi
Winder,GA
Summary
In-depth Quality Assurance Specialist with success in prioritization and multitasking. Exceptional communication and organizational skills. Committed to paying impeccable attention to reviews and auditing procedures. Skilled in developing and following protocols and procedures of any organization.
Overview
26
26
years of professional experience
Work History
Escalation Specialist/Supervisor
Fiserv
07.2023 - Current
- Strong technical troubleshooting skills. Working queue to field customers account inquiries. 'Managed approximately 30 incoming calls, emails and faxes per day from customers.' Identify coaching insights and opportunities to improve call handling for staff.
- Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty. Manage customers escalated inquiries via emails and calls averaging per day.
- Identified and reported trends in customer complaints to improve products and prevent future complaints.
- Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
- Provide coaching opportunities to staff as appropriate
- Participated in customer service training for internal team networking to share knowledge and experience and improve quality of customer service.
- Escalated customer issues to management for appropriate action to be taken.
- Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
- Learned and followed customer service policies and procedures to meet organizational and industry standards.
- Collaborated with other departments to meet customer needs and gained feedback to incorporate into sales strategy.
- Monitored and analyzed customer feedback to track patterns in feedback and report areas for improvement to management.
- Built and maintained relationships with customers to increase sales, customer loyalty and positive word-of-mouth.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Kept accurate records of customer interactions to be used for training, quality assurance and future reference.
- Identify patterns, interpret data, and make data-driven decisions to effectively improve the overall customer service of Fiserv
Call Center Representative
Chico's FAS
01.2019 - 12.2023
- Delivered exceptional customer service for escalated/Supervisor calls to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences. Managing in excess of 60 calls per day.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Identified and resolved discrepancies and errors in customer accounts.
- Responded proactively and positively to rapid change.
- Cross-trained and provided backup support for organizational leadership.
- Trained staff on operating procedures and company services.
Branch Coordinator
Guyana Gold Board
04.2013 - 06.2015
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations . Managed four branches with an amalgamated total of 20 junior staff.
- Performed duties in office environment during operating hours.
- Balanced operational awareness with customer focus.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
Mortgage Loan Officer
Republic Bank Limited
01.1999 - 06.2011
- Reviewed loan files and updated to match current standards. Thoroughly complete an average of 5 loan applications per day.
- Explained different types of loans pertaining to client situations.
- Fielded customer complaints and provided solutions.
- Worked with underwriters to fix application problems and resolve issues.
- Developed and implemented marketing campaigns to generate new business opportunities.
- Participated in industry events and conferences to build relationships and gain market intelligence.
- Checked loan documents for accuracy prior to closing.
- Negotiated loan terms and conditions with clients to maximize profitability.
- Analyzed loan applications and credit reports to determine loan eligibility and risk level.
- Followed up with clients on missing loan documents, providing guidance on best way to complete application process.
- Communicated with clients, processing teams and other third parties to achieve prompt loan closings.
- Maintained high level of customer satisfaction by providing prompt and accurate loan status updates.
- Developed and maintained relationships with customers, lenders and other third parties.
Education
Associate in Business - Essentials of Business
Institute of Canadian Bankers
Montreal, Canada12-2002
Bachelor of Science - Economics
University of Guyana
Georgetown, 09-1998
High School Diploma -
Queens College
Georgetown, GY06-1993
Skills
- De-escalation techniques
- Active listening
- Paraphrasing
- Clarifying
- Deep listening
- Coaching
- Complaint handling
- Spreadsheet tracking
- Database maintenance
- Collections management
- Goal setting and achievement
- Client retention strategies
- Analytical Skills
- Reporting and documentation
Timeline
Escalation Specialist/Supervisor
Fiserv
07.2023 - Current
Call Center Representative
Chico's FAS
01.2019 - 12.2023
Branch Coordinator
Guyana Gold Board
04.2013 - 06.2015
Mortgage Loan Officer
Republic Bank Limited
01.1999 - 06.2011
Associate in Business - Essentials of Business
Institute of Canadian Bankers
Bachelor of Science - Economics
University of Guyana
High School Diploma -
Queens College
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