Customer Service and Client Support

TRACY L. IRVING

OBJECTIVE

Secure a position within a successful organization that promotes a positive team-building environment and encourages employee advancement.

EXPERIENCE

Feb. 2009 – August 2009

Collector

• Contact consumers to collect past due debt.

• Daily Inbound and Outbound calls.

• Utilize skip tracing programs and techniques to locate consumers.

• Use auto dialer for outbound calls to contact consumers.

• Prepare correspondence to inform debtors of Paid in Full status.

Dec. 2008 to present

Clerical Support

• Open, sort, review, and distribute incoming

• Data entry and verification of numerical data into computer database.

• Quality review of tax documents for discrepancies.

• General clerical assignments.

Sept. 2007- April 2008

Staffing Administrative Support

• Screened candidates for job placement.

• Ordered background and criminal history for job candidates.

• Administrative and front office coordination.

• Archived documents for electronic access and retrieval.

Jan. 2007- Sept. 2007

Marketing Assistant

• Provided support to Diversity consultants and general office staff.

• Compiled fact sheets on sales or training prospects.

• Scheduled conference and training calls.

• Performed database maintenance and sales information queries.

• Compiled sales reports to distribute to in-house and remote staff.

Dec. 2005 – Aug. 2006

Grants Office Administrator

• Served as liaison for database administration of Pathways Compass.

• Communicated technical guidance and instructions to end-users.

• Assured records maintenance and security procedures followed.

• Proof read and edit grant applications.

• Researched and reconciled discrepancies within granted funds.

• Provided accounting reports for up to 25 state and local funds.

Nov. 2000 – Nov. 2005

Sales Support and Software Analyst

• Coordinated conference calls and web-based demos.

• Answered 100-300 inbound support calls in a 24/7 call center.

• Provided tech support for Encore based, IHG hotels and resorts.

• Resolved software and hardware problems.

• Conducted agent CRM and Information Systems orientation.

• Provided support through inbound/outbound calls and email.

Jan. 1997– Nov. 2000

Training Coordinator/Account Representative

• Conducted training for new call center agents.

• Accepted inbound calls to assist newspaper subscribers.

• Created and revised employee-training materials.

• Conducted performance reviews and skills measurement.

• Maintained confidentiality of employee and company information.

• Retrieved hourly ACD and Performance Management reports.

• Made outbound calls to subscribers regarding delivery issues.

EDUCATION

• University of Phoenix Atlanta, GA

Associate of Arts in Accounting - April 2010

SOFTWARE EXPERIENCE

ACT, eEmpAct, Clarent, Compass Pathways, Vantive, Onyx, Encore, SCO UNIX,

Oracle Discoverer, MS Office Suite, Constant Contact, Mortgage Quest, Windows XP, MAC OSX,

Peachtree Complete Accounting

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