Customer Service Sales

Tracy Kelly Jr.

*** ******** ***** ( PITTSBURGH, PA 15235 ( 412-***-**** C (412) 244-

**** * ( ********@*****.***

CUSTOMER-FOCUSED, EXTREME ATTENTION TO DETAIL, ABILITY TO MAINTAIN

CONFIDENTIAL INFORMATION, EFFECTIVE COMMUNICATION, SCHEDULING, ACCURATELY

MAINTAINS RECORDS, PROFICIENT, PROMPT, TEAM PLAYER, INDEPENDENT, SELF

STARTER, MULTI-TASK, RETAIN INFORMATION, FOLLOW PROCEDURES AND POLICIES,

DEDICATED, OUTGOING, PEOPLE PERSON, WORK UNDER PRESSURE, MEET DEADLINES,

GREAT WORK ETHIC, ENTHUSIASTIC, PREPARE AND ADMINISTER NEW HIRE PAPERWORK,

SCHEDULE APPOINTMENTS AND MEETINGS, ORGANIZE, TYPE 55WPM, ASSIST WITH

CLERICAL DUTIES, SELF-MOTIVATED, ASSERTIVE, FLEXIBLE,

Profile Summary

Dedicated Human Resource professional with experience managing team

building exercises, maintaining compliance issues, assisting with training

employees, and acting as a liaison between HR consultants and Department

Managers. Knowledgeable in new hire procedures including background

checks, and pre-employment physicals. Excellent analytical skills and

extremely comfortable interacting with various demographic groups.

Skills

. COMMUNICATIONS - GOOD WRITTEN AND VERBAL PRESENTATION SKILLS

. Confidential Record Keeping

. Interpersonal - Able to get along well with co-workers and accept

supervision

. Flexible - Willing to try and learn new things while improving efficiency

on assigned tasks

. Detailed Oriented - Concerned with quality of work and ensuring tasks are

completed correctly and on time

. Microsoft Suit

. Type 40wpm

. Logistics Analyst/Multitasking

. Customer Service - Routinely handled over 500 customer contacts a day in

a call center setting

. New Hire Orientations/ Packets

. Customer Retention

. Team Building/Morale Building

Education & Certifications

KELLER GRADUATE SCHOOL OF MANAGEMENT - PITTSBURGH, PA

Masters of Business Administration (MBA) in Human Resources, 8/2010

Devry university - Pittsburgh, PA

Bachelors of Science (BS) in Technical Management concentration in Sales

and Marketing, 6/2008

Professional Experience

COMCAST CABLE --- PITTSBURGH, PA

Customer Account Executive, April, 2013 to Present

< Demonstrates listening and analytical skills, with the ability to obtain

key information and resolve complex service problems with first call

resolution.

< Communicates with courtesy and pro-actively learning customer's short

term and long term needs and understanding issues from the customer's

position.

< Provides a full range of customer service for Comcast high speed

internet/phone/voice products in a prompt, efficient and professional

manner.

< Schedule appointments for technicians to assist customers further when

all trouble shooting over the phone has been completed, but has not

resolved the issue.

Education management corporation (EDMC) --- Pittsburgh, PA

National Pre-Admissions Representative, August, 2011-December, 2012

< Conducted outbound calls to prospective students to determine level of

interest.

< Produced motivational and team building exercises.

< Pre-screened candidates for admissions based upon career goal

compatibility by overcoming objections presented by prospective students.

< Scheduled campus visits for prospective students while achieving daily,

weekly, and monthly goals.

Cont...

TRACY KELLY JR.

617 PENNVIEW DRIVE ( PITTSBURGH, PA 15235 ( 412-***-**** C (412) 244-

0270 H ( ********@*****.***

CUSTOMER-FOCUSED, EXTREME ATTENTION TO DETAIL, ABILITY TO MAINTAIN

CONFIDENTIAL INFORMATION, EFFECTIVE COMMUNICATION, SCHEDULING, ACCURATELY

MAINTAINS RECORDS, PROFICIENT, PROMPT, TEAM PLAYER, INDEPENDENT, SELF

STARTER, MULTI-TASK, RETAIN INFORMATION, FOLLOW PROCEDURES AND POLICIES,

DEDICATED, OUTGOING, PEOPLE PERSON, WORK UNDER PRESSURE, MEET DEADLINES,

GREAT WORK ETHIC, ENTHUSIASTIC, PREPARE AND ADMINISTER NEW HIRE PAPERWORK,

SCHEDULE APPOINTMENTS AND MEETINGS, ORGANIZE, TYPE 55WPM, ASSIST WITH

CLERICAL DUTIES, SELF-MOTIVATED, ASSERTIVE, FLEXIBLE,

Compucom at pnc bank (Insight Global 'temp') --- Pittsburgh, PA

Logistics Analyst, March 2011-August 2011

< Scheduled Information Technology Technicians to complete computer

installations for PNC Clients by contacting the client to schedule a day

that best fits their schedule.

< Close out technicians work orders over the phone as well as by fax.

< Coordinated work orders for end users that need to be refreshed within

the months ahead.

< Assisted with training and communicating with the staff on a daily basis.

Coldwell Banker Real Estate Services- Pittsburgh, PA

Real Estate Agent (RS310256 currently in escrow as of 2012), October 2009-

May 2012

< Completed a buyer need assessment to determine property requirement; for

a seller, conduct an interview to uncover the return on investment

desired by the property owner

< Promoted sales of properties through advertisement, open houses, social

media, and participation in the West Penn Multiple Listing Services (MLS)

< Communicated with landlords to determine a plan of action for the leasing

of their property; such as rental price, length of lease, repairs needed

before leasing, etc. While communicating with renters to determine

property requirements such as cost of rent willing to pay, how many

rooms, and location.

< Coordinate appointments to show homes to prospective buyers by generating

a list of properties that are compatible with buyers' needs and financial

resources.

Howard Hanna rEal estate Services- Pittsburgh, PA

Real Estate Agent (RS310256 currently in escrow as of 2012), November, 2008-

October, 2009

< Completed a buyer need assessment to determine property requirement; for

a seller, conduct an interview to uncover the return on investment

desired by the property owner

< Promoted sales of properties through advertisement, open houses, social

media, and participation in the West Penn Multiple Listing Services (MLS)

< Coordinate appointments to show homes to prospective buyers by generating

a list of properties that are compatible with buyers' needs and financial

resources.

UPMC presbyterian/shadyside (UPMC Worksource 'tEMPorary') --- Pittsburgh,

PA

Human Resources Assistant, August 2010-December 2010

< Provided clerical and administrative support to the HR Director, HR

Consultants, and others as assigned using such software as PeopleSoft,

Kronos, Oracle, Outlook, Excel, and Word

< Processed background, criminal and fraud checks of identified applicants

prior to employment offer, while enabling the timely and efficient

processing of all applicants through the employment process

< Acted as a liaison between HR consultants and Department Managers by

communicating appropriate information in a confidential manner. Trained

applicants on various computer software.

< Scheduled pre-employment physicals, interviews, and Act73/33.

Affiliations AND Highlights

< SOCIETY OF HUMAN RESOURCE MANAGEMENT AND PITTSBURGH HUMAN RESOURCE

ASSOCIATION~ MEMBER

< The National Scholars Honor Society and National Deans List ~ Honoree

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