Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tracye Pass

Birmingham,AL

Summary

As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.

Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.

Overview

27
27
years of professional experience

Work History

Customer Service Representative

AT&T
12.1998 - 06.2025
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Collaborated with product team to communicate customer feedback, resulting in product enhancements.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
  • Conducted training sessions for new hires, ensuring consistent level of service across team.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.

Education

University of Montevallo
Montevallo, AL

High School Diploma -

Shades Valley High School
Birmingham, AL
06-1994

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Problem resolution
  • Call center experience
  • Conflict resolution
  • Microsoft outlook
  • Follow-up skills
  • Documentation
  • Microsoft PowerPoint
  • Staff training
  • Research
  • Spreadsheets
  • Staff education and training

Timeline

Customer Service Representative

AT&T
12.1998 - 06.2025

University of Montevallo

High School Diploma -

Shades Valley High School

Similar Profiles

CREATE PROFILE