Customer Service Management

Tracy Diane Wolford

*** ********* **

Stephens City, VA 22655

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

Cell: 540-***-****

SKILLS & QUALIFICATIONS:

Maintains customer service and management skills, assures customer satisfaction.

Produces strong verbal and written communication. Highly motivated, and determined to

do the very best for each customer, energetic, and also possesses strong work ethic.

Always maintains excellent time management and problem solving abilities. Proficient in

Microsoft Word, Excel, Power Point, and Lotus Notes.

DETAIL ORIENTATED:

Familiarity with lending policies and procedures. Follows all company rules and

regulations, works both great as a group and individually. Meets challenges head on,

works well under stressful situations and in a fast paced setting. Can also handle multiple,

difficult tasks at once.

MANAGEMENT:

Assures all work is done in a precise and timely manner creates a positive and friendly

work environment. Always maintains excellent time management and problem solving

abilities. Ability to establish and maintain relationships with customers by being attention

and observing for cues that will assist in offering products and services to suit their needs.

WORK HISTORY:

Navy Federal Credit Union July 2014 – Present

Consumer Loans Member Service Representative

• Maintains confidential information.

• Monitors for potential spyware assisted individuals when they are

affected by phishing, smishing, and fraud.

• Assist members via phone, responds to numerous calls a day.

• Ability to navigate multiple screens on a PC.

• Skilled in releasing paper titles, electronic titles, and ability to fill

out for that member’s may need to take to their DMV for vehicle registration.

• Ability to clearly communicate loan decisions to members.

Ciro’s Pizza & Italian Restaurant August 2008 – 2014

Staff Manager and Server

• Managed and maintained multiple dine-in tables at a time.

• Recruited for new hires, was responsible for making weekly schedules

for 15 employees.

• Demonstrated leadership.

• Ensured customer satisfaction through prompt, cordial service.

• Ability to manage 15 employees and made sure problems were addressed

in a professional manner.

• Assured conflict management.

Food Lion April 2006 – 2008

Cashier

• Handled copious amounts of money a day.

• Maintained a very clean work place.

• Provided assistance when customer’s seeked help.

• Calculated and registered tills at the end of each night.

• Processed Money Orders, Western Unions, and lottery ticket sales and

redemptions.

• Ability to adapt to constant change in prices and products.

EDUCATION:

Strasburg High School Strasburg, VA

High School Diploma June 2010

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