Customer Service Quality Assurance

Tracey Paige Maertens

LEH, NJ *****

609-***-**** ************@*****.***

Professional Summary

Dedicated and empathetic Remote Customer Service Representative with over 10 years of experience resolving customer concerns through inbound calls, outbound follow-ups, live chat, and email. Known for providing exceptional service with professionalism, patience, and clarity. Proficient at resolving both routine and complex customer inquiries independently while exceeding quality assurance standards. Excels in fast-paced environments with a strong focus on efficiency, accuracy, and customer satisfaction.

Professional Experience

World Travel Holdings – Remote, NJ

Travel Agent Sep 2016 – Mar 2020

- Delivered exceptional service via phone, email, and live chat while managing customer travel bookings.

- Resolved inquiries with professionalism and a customer-first attitude, even in high-stress situations.

- Independently addressed and resolved non-standard issues by applying product knowledge and critical thinking.

- Maintained a 95%+ quality assurance rating while assisting hundreds of customers with cruise packages, documentation, payments, and complaints.

- Utilized internal systems and knowledge base to resolve issues without escalations.

- Built long-term customer relationships through consistent, quality-focused service.

Maximus – Remote, NJ

Customer Service Agent (Temp) Nov 2024 – Jan 2025

- Responded to a variety of customer inquiries with professionalism and timeliness.

- Managed and resolved routine and occasional non-routine issues using internal documentation and support tools.

- Demonstrated flexibility and adaptability to quickly shifting procedures.

- Excelled in remote communication and support while adhering to strict confidentiality and policy guidelines.

Uber & Lyft – Various, NJ

Rideshare Driver Jun 2016 – Aug 2024

- Provided courteous, timely, and safe transportation services to passengers.

- Delivered customer service in a mobile environment, resolving real-time issues and adapting quickly to changing situations.

- Maintained a 5-star rider rating through consistent professional conduct and clear communication.

Skills & Proficiencies

Customer Service & Client Retention

Inbound & Outbound Communication

Remote Troubleshooting

Call Center & Chat Support

Email Etiquette

CRM & Knowledge Base Systems

Listening & Conflict Resolution

Time Management & Multitasking

Problem Solving

Documentation & Data Accuracy

Microsoft Outlook & Excel

Typing Speed: 50–60 WPM

Education

Central Regional High School – Bayville, NJ

GED June 1992

Contact this candidate