Customer Senior Support Representative
Resume:
TRACEY
EGEBERG
**********@*****.***
Graham, NC
CONTACT
SKILLS
Technical Support &
Troubleshooting
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• Customer Service Excellence
• Sales & Upselling
Office Administration &
Scheduling
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• Microsoft Office Suite
Communication & Team
Collaboration
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• File & Record Management
Experienced professional with a strong background in customer support and administrative operations, skilled in technical troubleshooting, sales, and team collaboration. Proven track record of improving process efficiency and mentoring new employees. Ready to leverage diverse skills in a Customer Service Manager position to drive team success and enhance service delivery.
PROFESSIONAL SUMMARY
June 2016 - October 2025
Customer Senior Support Representative
PHE, Hillsborough, NC
January 2014 - June 2016
Administrative Assistant
Thalle Construction, Hillsborough, NC
EXPERIENCE
Delivered responsive first-line support to customers and staff via chat, phone, and email, resolving issues with 95% customer satisfaction.
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Resolved complex login, access, and technical issues across multiple platforms, reducing escalations by 30%.
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Exceeded monthly sales targets for 8 consecutive years through effective upselling of services and accessories.
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Mentored and trained 20+ new employees in product knowledge, technical troubleshooting, and customer service best practices.
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Led process improvement initiatives that decreased response times by 25% and improved overall team efficiency.
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Acted as a liaison between management and support staff, implementing feedback and solutions to enhance service delivery.
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Recognized as 'Top Performer of the Year' for outstanding customer support and sales achievements.
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Supported project managers and office staff with administrative operations in a fast-paced construction environment.
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Coordinated schedules, meetings, and communications among clients, contractors, and vendors.
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Prepared job estimates, processed invoices, and managed supply orders to optimize workflow and job site efficiency.
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Maintained comprehensive records for permits, project files, safety documents, and timesheets.
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Assisted with payroll, budgeting, and reporting to support organizational planning.
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Developed and organized digital and paper filing systems, improving accessibility and office efficiency.
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Acted as a liaison between field crews and office staff to ensure smooth operational processes.
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High School Diploma
Duval High School, Lanham, MD
EDUCATION
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