Summary
Overview
Work History
Skills
Certification
Timeline
Generic

Tracy Zuffoletto

385 Rose Finch Circle, Highlands Ranch ,CO

Summary

Experienced Client Relationship Manager with over 20+ years of experience in Telecommunications / Conferencing Services. Excellent reputation for resolving problems and improving customer satisfaction.

Proficient in Microsoft Office applications (Word, Excel, Powerpoint, Visio, MS Teams and Outlook), Smartsheets, (LMS) Learning Management System, Oracle, Cisco Products, WebEx and Teams, Zoom, and Salesforce.com.

Overview

23
23
years of professional experience
1
1
Certification

Work History

Client Relationship Manager

Intrado
11.2014 - Current
  • Established & sustained strong relationships with clients acting as their day to day advocate to solidify and increase retention. Works with the client to pinpoint their needs, introducing them to Intrado features to enhance their experience.
  • Partner with sales in developing annual account plans, quarterly account reviews for client leadership, and regular status update reports for all assigned clients.
  • Consistently improving the level of service for the client while following through on the resolution, documentation & escalating through appropriate channels as needed.
  • Conduct product training sessions while consulting with clients to determine best fit products.

Customer Service Representative Supervisor

Genesys Conferencing An Intrado Company
06.2004 - 11.2014
  • Supervised and coached a team of 25 Customer Service Representatives that supported top tier clientele.
  • Created, accessed, tracked and reviewed (daily, weekly, monthly) reports on individual & team performance.
  • Responsible for interviewing, hiring, employee write-ups, evaluations, and terminations.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Improved office operations by automating client correspondence, record tracking and data communications.
  • Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.

Customer Service Representative

Genesys Conferencing
06.2002 - 06.2004
  • Provided primary customer support to internal and external customers. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Met customer call guidelines for service levels, handle time and productivity.

Customer Service /Technical Support Representative

MCI Worldcom
12.1999 - 05.2002
  • Provided excellent customer services for both inbound and outbound calls in relation to complex billing issues, technical support, toll free, cellular, paging, calling cards, switched access for both long distance and local telephone services.
  • Trained new hire classes for the mentoring program.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Managed high levels of call flow and submitted support tickets for circuits, T-1's and all other services.

Skills

  • Process Improvement
  • Customer Training/Adoption
  • Reporting & Analysis
  • Adaptable to Changing Environments
  • Creative Presentations
  • Self-Motivated
  • Employee Training/Development
  • Oral & Written Communications
  • Coaching & Development
  • Process & Training Documentation
  • Leadership
  • Customer Complaint and Issue Resolution
  • Client Rapport-Building
  • Active Listening

Certification

  • Attain Training Program & Verification of Skills
  • Aspire, The Genesys Leadership Development Program
  • COPC, High Performance Management Techniques Training
  • Change your World Action Tables - John C Maxwell Academy
  • Change your World Transformation Tables - John C. Maxwell Academy

Timeline

Client Relationship Manager

Intrado
11.2014 - Current

Customer Service Representative Supervisor

Genesys Conferencing An Intrado Company
06.2004 - 11.2014

Customer Service Representative

Genesys Conferencing
06.2002 - 06.2004

Customer Service /Technical Support Representative

MCI Worldcom
12.1999 - 05.2002

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Tracy Zuffoletto