Customer Service Specialist
Resume:
TANSY MCCRAY
CUSTOMER SERVICE
EVERETT, WA
********@*****.***
OBJECTIVE
Looking for a customer-facing position where my previous skills as a Security Officer and Concierge can resonate while delivering outstanding Customer Service. A consummate professional with experience in the Finance, Real-estate, and HealthCare Sectors. Excels at customer satisfaction by resolving guest-specific problems in a challenging, international, and diversified environment. My job is to ensure the highest level of customer service and positive guest experiences by constantly and consistently achieving customer service goals and metrics. My objective is to manage and expand customer relationships at service levels that meet or exceed customer expectations.
EDUCATION —
EXPERIENCE
United States Naval Training Center, San Diego, CA
Data processing Certificate – 1982
Nathan Hale High School
Seattle, WA 98125
High School Diploma
Central Washington University, Ellensburg, WA
Journalism Scholarship
Military Service
United States Navy
1981 – 1987 Enlisted
Honorably discharged.
11/2018 – 08/2019
Customer Support Specialist • Evergreen Health Hospital
Supported the helpdesk by fielding calls from clinicians and employees. Call center volumes could exceed 200 calls per shift, answered the phone and assisted callers with a multitude of technical issues and requests for information. Managed ticket queue to open, triage, update, resolve, and close tickets using Microsoft’s System Console Solution Management system.
2/2012 – 01/2017
IT Operations Manager – Premera Blue Cross.
Supervised a team of 7 IT Professionals who worked in the Computer Room, Facilities, and the Helpdesk. Responsible for timekeeping, payroll hours, interviewing, hiring, disciplinary actions and terminations of staff. Coordinated weekly touch-base meetings with team, created schedules to include vacation coverage, wrote up performance reviews bi-annually and trained new staff. Managed the Customer Service Reps and ServiceDesk personnel.
11/2009 – 02/2012
Security Officer/Concierge • JPMorgan Chase Bank • WAMU - Washington Mutual Bank – Wells Fargo Bank Tower– Downtown Seattle
Employed by Northwest Protective Services – Worked various sites, all clients were Bank Towers. Opened doors for employees, greeted everyone as they entered or exited the building. Called taxi’s and provided transportation information. Received packages and routed them to appropriate floor. Responsible for all emergency procedures to include power outage and fire systems.
EXPERIENCE CONTINUUED –
ACSS Security Systems – December 2005-2009 – Security Officer in various buildings throughout downtown Seattle
Put fire systems on hold when instructed to do so by facilities. Monitored HVAC and made adjustments if too hot or too cold in buildings. Filled in for Cardkey administrator to make cardkeys for employees and guests and vendors. Responsible for setting up access and programming access control information into Angus Anywhere MS2000 card key system. Patrolled garage once an hour, patrolled stairwells and patrolled exterior of buildings in intervals throughout shift. Provided concierge services to all employees and guest at the Towers. Made arrangements for food deliveries, flower deliveries, assisted with lockouts, manually controlled building keys and delivered friendly, courteous customer service at all times. Performed light janitorial services in lobby and bank executive suites. Attended meetings after-hours once a month.
Greeted customers and provided information about products. Set appointments and coordinated the prompt handling of all customer service requests. Promptly addressed customer service requests that required escalation. Provided back up coverage to client services representatives and filled in as inside Sales Support for the Sales team. Accountable for Data Entry and Data Integrity of the CRM database. Ensured Data Entry conformed to Bank compliance and regulatory methodologies, practiced full compliance within realm of privacy agreements, Service Level Agreements, and HIPAA guidelines. Developed relationships with potential clients and introduced new customers to the client services representatives. Sponsored all facilities related maintenance, repairs, and upgrades.
KEY SKILLS —
COMMUNICATION
Persuasive Speaking
Empathy
Computer Literacy
Respectful
Adaptability
Patient
Positivity
Clear communicator
Takes responsibility.
Active/Effective listener
Time Management
Willingness to improve.
Efficiency
Courteous
Customer-centric
Professionalism
People-First Attitude
Punctuality
Observant
Investigative
Security Conscious
Excellent command of the English language in both oral and written form. Courteous with outstanding interpersonal skills, able to interpret customers’ needs and provide feedback and follow-thru. Genuinely enjoys working with the public and gets along very well with everyone. Team player who goes where I am needed. Loyal to the company, trustworthy when handling proprietary information. Follows company code of conduct, learns and lives company’s values.
LEADERSHIP
Supervisor at Virginia Mason Hospital from 1992 – 1999
Service Desk Lead at VirginiTTtTtttmca Mason Medical Centers, later promoted to 2nd shift Lead Operator.
Skilled in Customer Service and Member Services delivery. Presented materials to customers and explained new products. Handled all escalated incidents for the Department, writing a ticket and following ticket cycle thru to resolution. Proficient in Microsoft’s Office tools, typing, bridge lines, conference calls, multi-line phone systems, fax machines, printers, scanners, photography equipment.
Experience working in a mail room. Created, printed, and distributed via interoffice mail ID cards for employees and members at Premera Blue Cross.
REFERENCES AVAILABLE UPON REQUEST
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