Tracy Morris
Roxboro
Summary
Professional with robust experience in delivering exceptional customer experiences. Skilled in resolving complex issues, enhancing client satisfaction, and streamlining service processes. Strong focus on team collaboration, adaptability to changing environments, and achieving measurable results. Proficient in communication, problem-solving, and maintaining high standards of service.
Overview
14
14
years of professional experience
Work History
Customer Service Professional
AnswerFirst Communications
Remote
10.2025 - Current
- Assisted businesses by handling communication through a remote answering service. Provided virtual receptionist support by answering calls, scheduling appointments, and taking messages. Offered after-hours and overflow customer support to enhance client satisfaction.
- Managed high-volume call flow while maintaining exceptional service quality standards.
CONTRACT - Team Lead
Pyramid Consulting, Inc.
Remote
03.2026 - 04.2026
- Led a team of 60+ agents in a high-volume short-term seasonal contract supporting Intuit TurboTax.
- Monitored performance, attendance, and schedule adherence while coaching agents to meet operational goals.
- Provided technical and operational support during training and production to ensure agent success.
CONTRACT - Customer Service Representative
Conduent
Remote
07.2025 - 10.2025
- Supported customers in a contract technology role by tracking shipments, assisting with product selection, and facilitating order placement to improve the customer experience.
- Maintained detailed CRM documentation of customer interactions to support accurate records and effective relationship management.
- Resolved customer inquiries efficiently, ensuring high satisfaction and loyalty.
CONTRACT - Quality Analyst
Morton Staffing
Remote
09.2024 - 05.2025
- Designed and implemented quality assurance processes for Advance Auto Parts in a contract role, enhancing credit accuracy and service consistency.
- Established role-specific quality metrics and performed structured evaluations to maintain performance standards.
- Analyzed quality assurance processes to identify areas for improvement.
CONTRACT - Customer Service Team Lead
DiCenzo Personnel Specialists
Remote
02.2024 - 06.2024
- Contracted with Innisfree M&A to lead an 11-agent team, providing training, performance oversight, and quality assurance for short-term customer service campaigns.
- Monitored metrics, resolved operational challenges, and implemented improvements to enhance team performance and campaign success.
CONTRACT - Customer Service Representative
HealthCare Support
Remote
12.2023 - 02.2024
- Contracted with Centene to provide Medicaid member support by handling inbound inquiries, resolving claims issues, processing material requests, and delivering efficient solutions to enhance member satisfaction.
Accounts Receivable Specialist
Clegg's Termite & Pest Control, LLC
Durham, NC
06.2023 - 10.2023
- Managed pest service scheduling, payment resolution, and customer inquiries while improving service efficiency, client satisfaction, and overall customer experience.
- Analyzed payment trends, generated reports, and reconciled accounts to identify discrepancies, maintain accurate financial records, and support corrective actions to improve payment processing procedures.
Call Center Supervisor
NextGen Healthcare
Remote
05.2022 - 04.2023
- Managed 55 offshore Tier 1 agents and 7 onshore Escalations agents supporting 150+ clients, driving performance improvements through coaching, training, and operational support.
- Streamlined 25 reporting processes, resolved complex billing issues, and provided technical guidance to improve efficiency, productivity, and customer satisfaction.
Call Center Operations Site Supervisorq
Maximus
Remote
11.2020 - 04.2022
- Led a remote operations site in Morrisville, NC supporting 160 agents and 8 supervisors for NCUI, overseeing customer service and technical support teams to improve performance, efficiency, and service delivery.
- Managed project operations for Bio IQ COVID-19 test proctoring and DC DOES, ensuring quality standards, agent performance, attendance, and operational compliance.
- Created and analyzed 25+ performance reports to support data-driven decision-making, process improvements, and operational optimization.
CONTRACT - Call Center Supervisor
HealthCare Support
Remote
04.2020 - 11.2021
- Contracted with Maximus to manage high-volume COVID-19 customer support operations, delivering timely issue resolution and improving service quality; transitioned to a permanent role based on strong performance and operational impact.
CONTRACT - Customer Service Representative
Sutherland
Remote
06.2019 - 07.2020
- Contracted with Cox Communications and Disney+ to provide technical support, resolve customer issues, and deliver personalized solutions that improved customer satisfaction, retention, and service efficiency.
Call Center Supervisor
Sitel
Remote
09.2014 - 04.2019
- Permanent employment that was Contracted with Aon Hewitt, Intuit, Macy’s, Sears, Starbucks, and internal company teams to support client operations, workforce management, and customer service initiatives across multiple programs.
- Led teams of up to 60 agents, overseeing recruitment, onboarding, training, coaching, and performance management to improve service quality and operational results.
- Managed escalated customer interactions, conducted quality audits, analyzed performance reports, and implemented coaching strategies to enhance customer satisfaction and agent productivity.
- Oversaw scheduling, timekeeping, reporting processes, and workforce optimization efforts to improve staffing efficiency and support business objectives.
Customer Service Representative
Faneuil Inc
South Boston, VA
09.2012 - 08.2014
- Resolved credit and billing inquiries, providing timely solutions that improved client trust, customer retention, and overall satisfaction.
- Analyzed customer feedback, streamlined reconnection processes, and enhanced payment options to close service gaps and improve the overall customer experience.
Education
Associate's Degree - Business Administration And Management
American InterContinental University
Remote08-2004
Skills
- Windows
- Team Building
- Time management
- Microsoft Outlook
- Customer support
- SaaS
- Android
- Medical terminology
- Functional testing
- Coverage Measurement Testing
- Project management
- Customer Service
- Test Execution (Quality assurance practices)
- Microsoft Powerpoint
- Service Center Operations
- Customer Experience
- Accounting software
- Customer issue escalation
- English
- Business Analysis
- Management (CRM)
- Communication skills
- Software quality assurance team management - Largest software quality assurance team managed (More than 12 team members)
- Customer Relationship
- Microsoft Office
- Negotiation
- Strategy Development (Quality assurance practices)
- Tax experience
- Web Application Security Testing
- Leadership
- Test case design
- Verification (System development task)
- Software testing
- Outbound calling
- System requirements definition
- Accounting
- Computer skills
- Sales
- Financial Analysis
- Bookkeeping
- Test Case Documentation (Quality assurance practices)
- Administration
- Account Management
- Program management
- Citrix
- Mobile testing
- Order processing
- Microsoft Excel
- PC applications
- Engineering team leader
- Database/ML products
- Back-end development
- Customer service
- Data analysis skills
- Cross-browser Testing
- Product evaluation (System development task)
- Confluence
- Accounts payable
- Customer relationship management
- Performance testing
- User acceptance testing
- Smartphone applications
- Continuous improvement
- Exercise planning
- Web applications
- Managing teams in a customer support role
- Integration testing
- Mentoring
- Coaching
- Payroll
- Organizational skills
- Representatives
- Regression testing implementation
- IOS
- Performance tuning
- Analysis skills
- System development
- Test Planning (Quality assurance practices)
- Microsoft Word
- Customer Satisfaction
- Account management
- Oracle
- Team Leadership
- Pivot tables
- Refactoring
- Microsoft PowerPoint
- QA Analyst (system development)
- VoIP
- Revenue cycle management
- NextGen
- De-escalation techniques
- Quality assurance
- Payment processing
- Customer service excellence
- CRM software
- Feedback handling
- Active listening
- Relationship building
- Data entry
- Staff education and training
- Documentation
- Technical support
- Sales expertise
- Critical thinking
- Report generation
- Microsoft outlook
- Coordination
- Conflict mediation
- Delivery scheduling
Timeline
CONTRACT - Team Lead
Pyramid Consulting, Inc.
03.2026 - 04.2026
Customer Service Professional
AnswerFirst Communications
10.2025 - Current
CONTRACT - Customer Service Representative
Conduent
07.2025 - 10.2025
CONTRACT - Quality Analyst
Morton Staffing
09.2024 - 05.2025
CONTRACT - Customer Service Team Lead
DiCenzo Personnel Specialists
02.2024 - 06.2024
CONTRACT - Customer Service Representative
HealthCare Support
12.2023 - 02.2024
Accounts Receivable Specialist
Clegg's Termite & Pest Control, LLC
06.2023 - 10.2023
Call Center Supervisor
NextGen Healthcare
05.2022 - 04.2023
Call Center Operations Site Supervisorq
Maximus
11.2020 - 04.2022
CONTRACT - Call Center Supervisor
HealthCare Support
04.2020 - 11.2021
CONTRACT - Customer Service Representative
Sutherland
06.2019 - 07.2020
Call Center Supervisor
Sitel
09.2014 - 04.2019
Customer Service Representative
Faneuil Inc
09.2012 - 08.2014
Associate's Degree - Business Administration And Management
American InterContinental University