Customer Service Call Center
Resume:
TRACY R. RICHARDSON
**** ****** **** **** *******, TN 38125
***********@*****.***
“The Team with the best players wins
Jack Welch
Dear Hiring Manager:
In response to the open position with your company, I am enclosing a resume for your review. Please consider this resume as my formal application representing my background, education and experience.
I am fully aware that your company seeks experienced, flexible, analytical individuals who will help maintain a high level of professionalism and quality to continue your organizations growth, reputation, and future accomplishments. I possess all of these qualifications.
In addition to diversity in skills and experience, I offer genuine enthusiasm and dedication. I strongly believe in the importance of building teams and maintaining strong relationships. With these qualities and abilities, I can provide valuable support to your organization.
I would appreciate the opportunity to meet with you in person to discuss your needs and objectives, along with my proven abilities to fulfill them. I hope to hear from you soon. Thank you for your time and consideration.
Cordially,
Tracy R. Richardson
Summary of Qualifications
18+ years professional serving in Director, Management & Supervisor roles
Over 10 years’ experience in Account Management
An extensive 30+-year customer service professional
Call Center Management/Supervisory Experience
Recruiting and Interviewing candidates to fulfill staffing needs.
Coached, evaluated, and developed a staff of up to 30 in-house and remote agents.
Managed performance through standardized processes which promote ways to improve quality and promote consistency.
Plans, organizes, and controls department objectives in order motivate staff to achieve goals.
Conducts team meetings to train and communicate staff on operating strategies, objectives, policies, and procedural training updates.
Monitored and facilitated etiquette and soft skills training to ensure service and quality is adequately maintained.
Resolved and diffused escalated issues needing supervisor authorization.
Monitored inbound/outbound queues; tracked abandon rates, wait times, and hold times.
Processing promissory addendums for loan payments and deferments via DocuSign
Liaison management for warranty, service, and customer for repair issues
Initiates process for Early lease terminations and voluntary surrenders
Business Development Director Experience
Develop a complete understanding of and demonstrated adherence to policies and procedures as defined by corporate guidelines.
Develop a keen understanding of customer needs and values in order to provide personalized assistance throughout the sales process.
Develop proficiency with the managerial functions of all hardware, software and CRM’s and act as SME to facilitate training to sales staff, management, and associates.
Demonstrate the ability to interact with management at all levels
Establish and monitor daily, weekly, monthly, and yearly goals and incentive programs, which correspond to the established monthly goals.
Recommends and develops recursive training when necessary, utilizing various techniques for overcoming objections, and creating positive experiences for the customer.
Audit and report gross production numbers to all stakeholders
Compares trends to identify areas for improvement.
Oversee the production and schedules of work for all staff.
Attend weekly and month-end management meetings to report on effectiveness, progress, and improvements needed for continued success.
Periodic monitoring of inbound and outbound calls of service representatives.
Voice of Customer program manager which insightfully reviews ways to improve the customer experience, with a goal to ultimately improve marketing, customer retention and conversion.
Manage dealerships Social Media presence.
Create campaigns and promotions to continually promote brand to attract new and existing customers.
Demonstrate sales and upselling techniques to generate gross profit to the bottom line
Monitoring and coaching associates on how to properly convert leads into sales appointments.
Account Management/Customer Service Experience
Represent brands in professional manner consistent with brands reputation and customer’s expectation.
Participate in weekly sales meetings with utilized-report data detailing sales volume and growth expansion opportunities.
Constant client contact to communicate promotions, market trends, and needs assessments.
Audit reports to manage order to delivery process for accounts.
Proactively identifies and responds to billing, returns, and product issues.
Correspond with overseas communication regarding quality control, containers, cross-dock orders, and product orders.
Maintains thorough knowledge of key products and service to drive product line.
Research and develop new accounts.
Account Maintenance and order entry.
Experience servicing accounts via email, call queues, and face-to-face interaction.
Outreach Executive II
Develop, implement, and execute an effective sales strategy to achieve patient acquisition targets
Demonstrated ability to develop, maintain and grow a rigorous sales pipeline, with accurate forecasting and reporting
Deliver highest level of sales and customer service to our prospects, patients and community partners
Generate leads by prospecting, building and maintaining relationships throughout the community
Nurture prospective patients and prospect for new patients with an ambitious mentality via email, phone, and networking
Master internal sales and marketing programs and systems to maximize effectiveness
Demonstrated ability to think strategically when developing local relationships and sales plans. Must be able to plan 3-6 months in advance and accurately forecast sales performance
Oak Street Health Memphis, TN
Outreach Executive I
March 2023 to present
American Car Center Memphis, TN
Warranty/Call Center Liaison Manager
Mar 2022 to Feb. 2023
All Star Chevrolet Olive Branch, MS
Business Development /Internet Director June 2015 to Aug 2021
ServiceMaster – American Home Shield Memphis, Tennessee
Customer Service Manager March 2006 to November 2013
First Tennessee Brokerage Memphis, Tennessee
Lead Brokerage Service Specialist March 2000 to February 2006
NIKE, Inc Memphis, Tennessee
Customer Service Account Manager March 1993 to March 2000
Milwaukee Electric Tools Olive Branch, Mississippi
Ace Account Manager October 1995 - March 2000
EDUCATION
Park University December 2012
Masters Healthcare Management Parkville, Missouri
Union University May 2010
Bachelor of Arts, Organizational Leadership Memphis, Tennessee
References and Letters of RecommendationsAvailable Upon Request
Contact this candidate