Customer Service Quality Assurance

Tracey McBeth

**** ************* ***, *** ***, Riverside, CA 92507

***********@****.***

Cell: 951-***-****

Professional Summary

Exceptional interpersonal, customer service, liaison and public speaking skills. Motivator that can inspire team members,

paced, rapidly changing environment. Currently pursuing a Masters degree in Public Administration.

Experience

AT&T, Philadelphia, PA February 2009 – June 2010

Financial Services Representative – Retail/Operations

Responsible for highly detailed records and high degree of accuracy.

Facilitate inventory transfers, adjustments; isolated and corrected inconsistencies with

inventory.

Instrumental in improving audit score by 5 percent from previous year. Operated various

systems, terminal consoles, account updating in several computer environments and

handled related clerical duties.

Ensured store was compliant with audit and security, loss prevention and corporate

policies.

Merit Capital Advance, Philadelphia, PA

Bancorp Processor Operations

Established 90 percent of the settlement services Bancorp Accounts.

Acted as Corporate liaison between executive office, Bancorp and clients to ensure

proper communications and direction of financial transactions.

Reduced average wait time of transferred funds of 5 7 days to 3 5days.

Outbound Call Center Supervisor:

Monitored interaction between staff and callers to ensure quality assurance standards.

Maintained service, talk/wrap time, data and program saturation in applicable markets.

Ensured strict adherence to company policies and procedures. Administer performance

management by diagnosing improvement opportunities, providing effective feedback,

coaching and training.

Pathfinders, Inc, Paoli, PA

Temp Employee

March 2006 May 2007: Outbound Call Center Customer Service Rep.

Exceeded established department productivity goals by 16% through development &

implementation of best practices to increase output.

Assigned to 4 delivery programs. Three within the first month of employment.

Sep. 2005 Jan. 2006: Medical Marketing Research Customer Service Rep.

Maintained 5 project queues.

Trained two classes on an inbound recruitment project while maintaining several other

projects.

Received and confirmed e mail requests for dinner, lunch, telecom and webcast

conferences.

Maintained an average of 90 or better on weekly reviews.

Tate and Kirlin, Associates, PHILADELPHIA, PA

Collector

Called clients via automated dialer or manually.

Maintained company required call per hour requirements.

Aggressively negotiated terms for debt reconciliation.

Assigned to Wells Fargo loan program to assist clients with debt consolidation.

Executive Marketing Concepts, Upper Darby, PA

Lead Distributor

Outside Sales: Promoted a non profit organization that assisted with locating exploited

and missing children.

Supplied identification sheets and free fingerprinting services for children.

Promoted to Lead Distributor within one month of employment.

Assisted with training and retraining of new and current distributors.

Held the highest one day sales for a Distributor/Lead distributor team in the office.

Education

Strayer University, Philadelphia, PA

Masters Public Administration – MPA, June 2011

Relevant coursework: Policy Analysis and Program Evaluation,

Public Personnel Management, Managerial Economics and

Globalization, Research and Strategic Communications, and Quantitative Methods.

Strayer University, Philadelphia, PA

Bachelor of Business Administration/Management Business, August 2009

GPA 3.64. Maintained honor status throughout course study.

Relevant coursework: Principles of Management, Human Resource Management,

Business Policy and International Business Environment.

ART INSTITUTE OF PHILADELPHIA, Philadelphia, PA

Associates FASHION MERCHANDISING, December 1985

Relevant coursework: Executive Leadership, Business Communications, Business Law

and Advertising.

Skills

Microsoft Office ( Excel, Word, Power Point ), Outlook, Wingate, Siebel’s,

and proprietary company phone systems.

Military Experience

United States Army and Army Reserves From October 82 July 91.

Stationed at Ft. Jackson, SC. Served as an Administrative Specialist, Postal Clerk and Records Intake

Clerk while stationed at Fort Jackson. Achievements include The Army Achievement Medal with Two Oak

Leaf Clusters. Other positions of leadership; squad leader, assistant platoon guide, floor sergeant, and

detail supervisor.

AFFILATIONS

8/2003 – 8/ 2007 NORTH PHILLY

AZTECS Football

Team Mom/ Administrator

9/2003 6/2006 Chosen Vessels

co facilitator

9/2003 6/2005 Gillespie Middle

Home & School President

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