Tracey D. Raiford

Lexington, KY *****

310-***-****

ad2lkz@r.postjobfree.com

Summary

Highly skilled, dedicated, and self-reliant professional with 15+ years of work experience, including Call Center, Customer Service and Clerical/Administrative areas. Possessing recognized achievements in improving employee/management relations and procedural enhancements. Received management and client recognition for demonstration of a dependable, consistent work ethic, as well as a genuine commitment to providing exceptional customer service. Seeking a REMOTE position optimizing my proven reliability and customer service expertise.

Employers and Service Dates

Galls, LLC, Lexington, KY –

SALES SUPPORT TEAM GLOBAL (ASR) – REMOTE – (January, 2021- Present) * PROMOTION*

●Use customer service and organizational skills to maintain and improve metrics for customer retention, document sales, investigate order issues regarding sales and up-sales, providing documentation in the GQ system.

●Provide customers with excellent service by providing product recommendations and descriptions, contact internal associates for investigation of complaints via phone and email.

●Excel in the issuance of quotes for unmanaged accounts, (within acceptable margin and shipment designations), and managing the completion of all applicable documents to ensure complete, timely order delivery. Currently exceeding expectations for production and accuracy.

●Complete all international sales and quotations for unmanaged and individual accounts, ensuring that products match the guidelines necessary for the transaction.

●Instruct Customer Experience employees regarding difficult issues with unmanaged accounts and international sales.

●Maintain and update the Quote Access Database, exceeding expectations with follow-up and documentation.

●Provide instruction and maintain customer satisfaction while gathering basic data to create customized client online shopping portals; including employee access, product information, pricing, dedicated embroidery/heat press and patches.

customer service specialist- call center, (August, 2019 – January, 2021)

●Document sales, investigate order issues and use customer service and organizational skills to maintain and improve metrics for customer retention, sales and up sales, and maintain the account database.

●Contacted internal associates for investigation of complaints, and provided customers with excellent service by providing product recommendations and descriptions in busy call center, as well as Remote settings, (Starting March, 2020), via phone, email and chat.

Northrop Grumman Federal Credit Union, (NGFCU), Gardena, CA -

(Employment began under contract with Chipton Ross, Inc., El Segundo, CA, may, 2016-August 2016)

Lead Call Center Representative, (September, 2018 – March, 2019) * Promotion*

Dental Services Department

(Performed all duties listed under CALL CENTER REPRESENTATIVE) – In addition:

●Aided in supervision and training of transitional personnel during management reorganization period.

● Promoted Dental and Vision Care programs for new clients: Benefit inquiries, premium updates and procedural issues.

● Aided supervisor in preparing and updating production documents for presentation to the Board of Directors, including number of new accounts, cancellations, complaint categories, etc.

●Resolved escalated client eligibility and benefit disputes, requiring direct contact with insurers, customers and management to address complex issues.

Call Center Representative, (May, 2016 – August, 2018)

Dental Services Department

●Provided call center support for Dental and Vision care products and services, and processed enrollment applications,

●Prepared member correspondence; cancellations, disputes, daily mail preparation and distribution.

●Maintained Terrace client system database, with all demographics, coverage information, and payment history.

●Performed internal account audits, corrections and updates.

Aerotek Services, Torrance, CA –

Executive Administrator, (January, 2016 – March, 2016)

●Processed incoming customer correspondence, documented in appropriate system and dispatched to customer

service associates. Processed executive correspondence and forwarded to executives for resolution.

●Processed incoming and outgoing mail, answered incoming calls.

●Managed weekly payroll, including verifying hours worked and obtaining necessary approvals from department managers.

DermStore Cosmetics, El Segundo, CA–

Customer Service Representative, ( January, 2014 – JanuarY, 2015)

●Processed incoming orders and assisted customers for online high-end cosmetics firm in call center setting.

Magellan Health Services, El Segundo, CA – Held several positions including:

Administrative Supervisor, (July, 2007 – December, 2012) * Promotion*

●Supervised two Administrative Assistants; performed annual performance evaluations.

●Acted as liaison with vendors, building management, maintenance and office equipment staff.

●Prepared and transcribed complex minutes for three Quality Improvement committees.

●Provided support to CEO in various areas, including writing letters, organizing daily schedule, making travel arrangements and planning office events.

Comment Coordinator, ( December, 2006 – March, 2012)

●Served as Chairman of the Grievance Task Force

●Investigated and resolved comments from members and service providers including grievances, inquiries and compliments.

●Reported aggregate statistical results to the Member Services Committee, which were then forwarded to the Board of Directors.

Education

Graduate, Cincinnati State Technical and Community College Associate in Managerial Accounting degree, Magna cum Laude

Office Skills

Microsoft Word, Excel, Access, Outlook, PowerPoint, Typing: 40 WPM

REFERENCES:

●Taysha Mahoney: (Former Supervisor - Dental Services Department, NGFCU) - Gardena, CA

310-***-**** / ad2lkz@r.postjobfree.com

●Enga Valencia: (Former Supervisor - Magellan Health Services) - Los Angeles, CA

323-***-**** / ad2lkz@r.postjobfree.com

●Sharon Charles (Former Supervisor, Galls, LLC) – Lexington, KY

859-***-**** / ad2lkz@r.postjobfree.com

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