Customer Service Office
Resume:
Tracey Randolph
Auburn, AL ***30
***********@****.***
Customer/client focused with a unique background in various positions. Dedicated to helping others achieve success
using diversified skills and practical experience. Possess strong analytical and problem solving skills, highly cognizant
of human elements of business and professional interactions. Right now looking to work for a suitable company where
there is a lively environment that will keep the team busy at all times.
QUALIFICATIONS
• Awarded the Most Improved Employee of the month in customer service averaging a total of 34 to 36 inbound
calls daily. Keeping the lowest rate of no hold calls. Results: Bringing the customer satisfaction survey up
from 76% to 89%.
• Advised teams to improve quality standards for warranty issues by empowering the team to investigate and
report on findings that improved quality process standards. Result: Reduced warranty issues by 25%.
• Lead Internal Operational Review with line employees to track and discuss Safety, Quality, Delivery, Cost and
Morale goals with upper management. Result: Company VP recognized employees with coaching and
feedback to encourage continue productivity and morale.
Specific Skills
Customer Service – Highly Organized- Manufacturing Operations – Highly accurate with strong attention to detail-
Solution oriented and results driven - Teamwork – Collaboration – Self-starting and able to prioritize own time –General
Computer skills & strong Microsoft office skills, especially MS Excel, PowerPoint, Outlook, SharePoint, Access, Lyncs,
PeopleSoft –Demonstrated skills in data management techniques and tools –Clear and concise verbal and writing skills
- Data manipulation, Data Specialist, Data Coordinator– Light Bookkeeping (Finances) - Tax preparer.
EMPLOYMENT HISTORY
OFFICE ADMINISTRATIVE/TAX PROVIDER, 12/2014 – 4/2015
National Tax Office, Opelika, AL
Responsible for all the administrative processes within the Office, as well as providing general secretarial support to
Enable the smooth and effective running of the office.
Duties:
• Following standardized company procedures relating to all aspects of Office performance.
• Answering incoming calls in a professional manner
• Maintaining suitable and sufficient office stationary levels
• Updating databases with confidential and relevant information
• Ensuring that all information and documentation is compliant with guidelines of the Data Protection Act.
• Coordinating and communicating activities for the Office
• Working with individual walk-in clients to analyze tax documents, determine deductions and prepare both
Federal and State tax return.
DATA SPECIALIST, 10/2012 – 9/2014
Summit Health, Novi, MI
The primary responsibility was to assist Program Management and the Claims Department with data integrity. Duties
include:
• Clean and analyze participant data files for flu and wellness events.
• Maintain insurance company and customer eligibility/enrollment files.
• Interface with client IT departments to establish secure file transfer protocols and upload requirements of
biometric data.
• Build and maintain data analysis tools.
• Work with the program management team to manage customer expectations of delivery timelines and quality
of data uploads.
• Utilize problem solving skills to identify and resolve issue pertaining to non-matching participant records.
Tracey Randolph Page 2
CUSTOMER SERVICE REPRESENTATIVE, 10/2011 –08/2012
Allegra Direct Communications-Blue Cross Blue Shield, Troy, MI
Servicing customers with inquiries as it pertains to health coverage/benefits, review and discuss claims/ such as:
• Coordination of Benefits,
• Explanation of Benefits for accuracy
• Cost share/out of pocket costs and other health care matters.
Duties also include worksheets, faxing, and quickly accessing the NASCO system to resolve and ensure customer
satisfaction.
WIG AND HAIR EXTENSION SPECIALIST, 05/2010 – 10/2011
Hair Heaven LLC, Ferndale, MI
As co-owner, responsibility was providing wigs and hair services for women, men and children who have experienced
hair loss due to alopecia, cancer, diabetes and other forms of hair reduction. Duties also included:
• light bookkeeping
• Answering the phone
• Customer Service and other miscellaneous office tasks
FACILITATOR - ADMINISTRATIVE ASSISTANT – ASSEMBLER 06/1998 - 05/2009
Chrysler LLC, Detroit, MI
• Developed, maintained and revised standard work instructions to ensure accurate operations
sequence and process conformance.
• Directed Daily operations to improve efficiency of Safety, Quality, Delivery, Cost and Morale
(SQDCM) goals.
• Facilitated continuous improvement workshops and implemented processes to improve customer
satisfaction.
• Under supervision, provided a wide variety of advanced clerical and reception support through
various general and specialized duties. Performed related work as assigned in order to support
operations and meet the needs of the Company.
• Responsibilities include but are not limited to data entry, filing, financial record keeping, obtaining
supplies, inbound and outbound mail, special projects and answering phone calls
• Deals with a diverse group of important external clients as well as internal contacts at all levels of the
organization. Independent judgment is required to plan, prioritize and organize a diversified workload.
CAREER DEVELOPMENT TRAINING
Chrysler Manufacturing Quality Assurance System Internal Assessment Training (QS 9001)
SMART/LEAN Training
UAW-Leadership Training Institute
National Training Quality Team
BlueCross BlueShield Training
Medicare Training
Hippa Training
.
EDUCATION
Bachelor of Social Work (Social Work/Gerontology)
Marygrove College, MI – Graduated 1998
Associates Degree (Liberal Arts)
Wayne Community College, MI – Graduated 1995
HONORS AND ACTIVITIES
Education: Kappa Gamma Pi Award - Iota Gamma Alpha Award - Phi Alpha Beta Eta Chapter Award
Soroptomist International Foundation Scholarship Award - Distinguished Student Scholarship Award
Outstanding Academic Performance Award from WSU-EOC – The National Association of Social Workers
Chairman of The Education Committee – UAW – Vice-President & Recording Secretary for the National Association of
Black Social Workers – Mentor for Joy Middle School – Volunteer at Veterans Hospital – Volunteer at LaSalle Nursing
home for senior citizens
Tracey Randolph Page 2
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