Tricia Norwood
San Antonio
Summary
Experienced Customer Service Professional with 25 years in call center environments focused on technical support, sales, and high-volume customer care. Skilled in utilizing customer service software, executing data entry, and resolving conflicts. Demonstrated leadership in office management and community organizations, seeking to leverage expertise in a Customer Service or managerial role.
Overview
24
24
years of professional experience
4
4
years of post-secondary education
Work History
Credit Card Specialist
Wells Fargo
San Antonio
06.2025 - 05.2026
- Responded to 60-80+ inbound credit card calls per shift, resolving complex account issues to enhance customer satisfaction with a 95% accuracy rate.
- Defused 10-15 high-tension customer interactions weekly, clarifying bank policies and providing standard-aligned solutions to improve customer understanding and retention.
- Execute account maintenance updates efficiently within 2-3 minutes while ensuring strict adherence to internal compliance requirements.
- Supported team operational goals by maintaining controlled average handle time (AHT) and achieving 92-95% schedule adherence to ensure efficient service delivery.
Customer Service Representative
UniFirst
San Antonio
10.2024 - 01.2025
- Handled customer inquiries, researched account details, and resolved service requests promptly using internal ticketing systems.
- Collaborated with Sales, Service, and Accounting representatives to ensure alignment on account issues and improve overall service delivery.
- Developed relationships with internal and external customers, submitting accurate service requests to local offices for timely resolution of product shortages.
- Flagged critical account updates by notifying management immediately when customers requested contract cancellations.
Customer Care Specialist (Remote)
Friedrich Air Conditioning
San Antonio
04.2019 - 07.2023
- Answered high-volume inbound calls regarding technical support, product registrations, rebates, parts ordering, and equipment specifications.
- Managed supervisor escalations, generated consumer cases, prepared replacement documentation, and compiled reports to streamline resolution processes for buyout units.
- Processed check requests for technician trip charges and replacement rebate checks to ensure timely financial transactions.
- Executed daily logistics support by accurately coding freight invoices to enhance operational accuracy.
- Oversaw physical office mail operations, sorting USPS mail, distributing items to employee mailboxes, and routing incoming payments to Accounting.
Homeowner Service Representative
Spectrum Association Management
San Antonio
08.2018 - 01.2019
- Managed multiple phone lines for Homeowner Association business, addressing inquiries from residents and financial institutions to ensure timely responses.
- Researched homeowner accounts using internal search tools to resolve conflicts, facilitating effective follow-up on outstanding issues.
- Logged detailed correspondence within proprietary company software and managed extensive professional email communications via Microsoft Outlook.
- Coordinated amenity and facility reservations for homeowners, streamlining the process using shared calendars and required documentation.
Office Manager
Coit Cleaning & Restoration
San Antonio
05.2011 - 05.2016
- Led operational efforts by addressing client inquiries, confirming appointments, and resolving escalated issues to ensure client satisfaction.
- Logged daily technician revenue, closed out service orders, and processed commission reports for payroll integration.
- Recorded technician revenue, finalized service orders, and prepared commission reports to support payroll processing.
- Oversaw corporate website and external platforms for service requests; managed office supply inventory and tracked franchise royalties.
Recruitment & Customer Service Representative
Sears Holding Corporation
San Antonio
01.2002 - 01.2011
- Recruited external businesses via phone to join service platform, facilitating provider registration, background checks, and compliance verification.
- Handled credit customer care, supporting accounts with balance transfers, data updates, and payment clarifications.
- Managed large-scale product recall programs, verifying appliance eligibility and coordinating parts orders and technician repair schedules.
- Provided authorization approvals for store merchants to facilitate customer sales points.
Education
Business Management
San Antonio College (SAC)
San Antonio, TXVocational Office Education Certification (VOE) -
Louis W. Fox Technical School
San Antonio , Tx 08.1983 - 05.1987
Skills
- Customer Support
- Call Center Operations
- Technical Support
- CSR Platforms
- Escalation Management
- Conflict Resolution
- Quality Assurance
- Transaction Processing
- Account Reconciliation
- Account Maintenance
- Multi-Line Phone Systems
- Microsoft Office
- Adobe
- Typing Speed
- Typing Speed
References
Available upon request.
Community Service
- Homeowner Association (HOA), Board President, 01/05, Present
- Little Flower Catholic School, Headroom Parent & Fundraising Committee Member
Core Competencies
Call Center Operations, Technical Support, Conflict Resolution, Escalation Management, Quality Assurance, Microsoft Office (Word, Excel, Outlook), Adobe, Epicor, CSR Platforms, Multi-Line Phone Systems, 10-Key (by touch), Data Entry, Mail Sorting, Inventory Monitoring, Credit Card Procedures, Balance Transfers, Invoice Coding, Regulatory Reporting, Account Maintenance, 75 WPM
Timeline
Credit Card Specialist
Wells Fargo
06.2025 - 05.2026
Customer Service Representative
UniFirst
10.2024 - 01.2025
Customer Care Specialist (Remote)
Friedrich Air Conditioning
04.2019 - 07.2023
Homeowner Service Representative
Spectrum Association Management
08.2018 - 01.2019
Office Manager
Coit Cleaning & Restoration
05.2011 - 05.2016
Recruitment & Customer Service Representative
Sears Holding Corporation
01.2002 - 01.2011
Vocational Office Education Certification (VOE) -
Louis W. Fox Technical School
08.1983 - 05.1987
Business Management
San Antonio College (SAC)