Tracy Walker

Addresses customer needs which may include complex benefits questions, resolving issues and educating members.

Records details of inquiries, comments or complaints, transactions or interactions and takes action in accordance to it.

Escalates unresolved and pending customer grievances.

Decisions are limited to defined parameters around work expectations, quality standards, priorities and timing and works under close supervision and/or within established policies/practices and guidelines with minimal opportunity for deviation.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Answered constant flow of customer calls with minimal wait times.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Responds to requests for assistance and/or possible processing of credit card authorizations.
• Upsells to customers as necessary.

• Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
• Carefully interviewed, selected, trained and supervised staff.
• Met, greeted and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
• Reconciled cash and credit card transactions to maintain accurate records.