Customer Service & Client Support Manager

TRACY D. MITCHELL

************@*******.***

**** ******* **. * Manassas, VA 20110 * 202-***-****

SUMMARY

Professional excellence in customer service and management.

Experience with problem-solving, data entry and

interpersonal communications skills.

Knowledgeable of Microsoft Word, Excel, Outlook, CRM, Microsoft Teams, Slack, and the Internet.

An individual dedicated to the principles of customer satisfaction.

EXPERIENCE

Panther Global Group/Score National, Herndon, VA: 07/15/2016-04/24/2026

Client Service Specialist

Managed all client inquiries in the West Coast Region via phone and email.

Contacted chapter locations with client information and requests.

Provided performance reports indicating regional progress.

Scheduled appointments to begin the process of clients working with mentors.

Communicated escalated issues to appropriate staff members.

Dr. Siegal’s Cookie Diet, Tyson’s Corner, VA: 01/08/2007-02/12/2016

Call Center Customer Service Representative

Answered e-mails and phone calls regarding the product.

Performed 80 calls per day.

Adjusted accounts for payments and refunds.

Monthly discussions with the CEO on the progress of the call center and potential

improvements.

Retained customer records, and product information.

Cross-Selling products over the phone.

Department Social Services, Fairfax, VA: 02/14/2004-12/20/2006

Call Center Customer Service Supervisor

Responsible for the receptionist and customer service unit of the child support department.

Performed 80-100 calls per day.

Hired and interviewed potential employees.

Completed quarterly progress reports and annual evaluations.

Created daily breaks and work schedules.

Collected child support payments over the phone and on-site.

Maintained client database and generate reports for management.

Handled all irritated callers.

Interacted and counseled clients who come in to make payments.

Helped turn around the ‘Drop Call’ rate from 85% to 35%.

American Red Cross, Falls Church, VA: 01/07/2002-02/11/2004

Call Center Military Armed Forces Emergency Services Case Worker

Handled all military communication between families and military personnel.

Performed 60-70 calls per day.

Answered incoming calls concerning the status of individuals in the

military.

Issued advice and solutions to callers expecting compensation

because of natural disasters, and 9/11.

Generated letters informing individuals of payment plans, or denial of

payment.

Data National, Chantilly, VA: 01/03/2001-12/19/2001

Call Center Customer Service Representative

Accountable for telephone customer satisfaction.

Performed 40 calls per day.

Built strong relationships with clients to ensure satisfaction.

Received leads for sales representatives.

Implemented data entry to adjust accounts for processing errors.

Researched client information for accuracy.

Moore Van Allen & Associates, Charlotte, NC: 01/10/2000-01/03/2001

Office Assistant

Responsible for internal customer service.

Maintained all incoming and outgoing mail and devised a sorting

system.

Accountable for training new employees.

Exercised data entry skills by entering company records, and package

information.

The Hartford Insurance Company, Charlotte, NC: 02/10/1997-12/20/1999

Call Center Customer Service Representative

Answered telephone calls and assisted customers with

problems.

Performed 70 calls per day.

Provided solutions for customers calling with questions and demands.

Trained new employees for a mailroom position.

Devised mailing system employees used daily and ordered supplies

for the mailroom.

Inspected claims for payments and adjustments.

EDUCATION

Graduated from Fairmont High School, Fairmont, NC (1993)

Honors graduate

Who’s Who among High School Students (1990)

Strayer University, Manassas, VA

Pursuing a degree in Business Management

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