Tricia Norwood
Wells Fargo
San Antonio,TX
24
years of professional experience
Experienced Customer Service Professional with 25+ years to 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.
Work History
Credit Card Specialist
10 Months- Responded to 60-80+ inbound credit card calls per shift, resolving complex accound issues to enhance customer satisfaction with a 95% accuracy rate.
- Assisted customers with inquiries regarding account status and transaction details.
- Evaluated customer creditworthiness and financial statements to determine credit limits.
- Assisted clients in understanding their credit card benefits, resulting in increased usage of available perks.
- Served as an expert resource for colleagues seeking guidance on complex credit card issues or escalations, fostering a collaborative team environment.
- Assisted customers with questions and inquiries to provide information regarding credit card accounts.
- Researched and resolved customer complaints and disputes related to credit card accounts.
Customer Service Representative
3 Months- Handling 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 by notifying management immediately when customers requested contract cancellations.
Customer Care Specialist
4 Years 3 Months- Answered high volume inbound calls regarding technical support, product registration, rebates, parts, orders, and equipment specifications.
- Managed supervisor escalations, generated consumer cases, prepared replacement documentation, and compiled reports to streamline resolution processes for buy out.
- Trained new team members on customer service protocols and system navigation.
- Took ownership of customers issues to follow problems through to resolution.
- Processed checks 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 employees mailboxes, and routing incoming payments to Accounting Department.
Homeowner Service Representative
5 Months- 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 share calendars and required documentation.
Office Manager
5 Years- Led operations efforts by addressing client inquiries, confirming appointments, and resolving escalated issues to ensure client satisfaction.
- Logged daily technicians revenue, closed out service orders, and processed commission reports for payroll integration.
- Recorded technicians revenue, finalized services 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
9 Years- 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 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
No Degree - Business Management
High School Diploma
Skills
Technical support
Conflict Resolution
Escalation Management
Quality Assurance
Microsoft Office (Word
Excel
Outlook)
Adobe
Epicor
CIV
CSS
Transaction monitoring
Rewards program management
Application status reviews
Teamwork
Customer service
Time management
Multitasking
Excellent communication
Critical thinking
Organizational skills
Active listening
Timeline
Credit Card Specialist
Wells Fargo
07.2025 - 05.2026Read More
Customer Service Representative
UniFirst
10.2024 - 01.2025Read More
Customer Care Specialist
Friedrich Air Conditioning, LLC
04.2019 - 07.2023Read More
Homeowner Service Representative
Spectrum Service Management
08.2018 - 01.2019Read More
Office Manager
Coit Cleaning & Restoration
05.2011 - 05.2016Read More
Recruitment/Customer Service Representative
Sears Holding Corporation
01.2002 - 01.2011Read More
San Antonio College
No Degree from Business Management
Read More
Louis W. Fox Technical High School
High School Diploma
Read More