TRACY-ANN DARBY-BLACK
Montego Bay
Summary
I am a dedicated, client-focused, and team-oriented individual with over 17 years of experience in delivering exceptional customer service in both high volume BPO centers and remote environments. My extensive experience includes managing complex customer interactions remotely, leveraging technology and communication tools to ensure seamless support and efficient issue resolution.
Overview
18
18
years of professional experience
Work History
Support Representative
Trail Appliances
07.2023 - 11.2024
- Managed Service Escalations: Created and tracked service tickets to escalate customer issues to in-house technicians, installers, and over 50 appliance manufacturers, ensuring prompt resolutions.
- Streamlined Office Operations: Established and optimized office procedures to enhance workflow efficiency, facilitating customer issue resolution, invoice creation, and coordination with Service Managers and Dispatch teams.
- Database Management: Developed and maintained a comprehensive contact database, ensuring accurate and timely communication to support appliance exchanges and related processes.
- Logistics Coordination: Oversaw the dispatching of delivery trucks, ensuring efficient delivery and pickup of appliances while maintaining a high level of customer satisfaction.
- Cross-Functional Collaboration: Acted as a liaison between Service Managers, Sales Managers, and Builder Administration teams to resolve customer concerns effectively and maintain strong interdepartmental relationships.
Customer Service Consultant/Chat Lead
Packlane Inc, (Digital Room)
01.2022 - 02.2023
- Team Leadership: Supervised and supported a team of 10 Manila-based agents, ensuring high performance and adherence to company standards.
- Customer Support: Processed customer emails and chats, providing assistance with general inquiries, issue resolution, and navigation of website platforms.
- Order Management: Prepared and delivered accurate quotations for new and restock orders while discussing promotions and product details to enhance customer satisfaction.
- Training and Development: Designed and implemented a comprehensive customer service training program, improving representatives' proficiency in handling inquiries. Trained team members on company products, chat processes, and service best practices to maintain consistency and quality.
- Process Optimization: Created customer service scripts to standardize communication and ensure consistent, high-quality service across all channels.
- Escalation Handling: Managed and resolved escalated customer tickets, ensuring timely solutions and maintaining customer trust.
Customer Service Representative/ Marketing Consultant
Cimpress LTD, Vistaprint
02.2014 - 10.2021
- Client Support: Assisted customers via phone, email, and online chats with product development, marketing strategies, and design solutions, ensuring tailored recommendations.
- Technical Guidance: Provided expert advice to clients on navigating websites and virtual platforms, enhancing their user experience and operational efficiency.
- Usability Testing: Conducted thorough usability tests to assess and improve the user-friendliness of software applications.
- Special Projects: Served as part of the elite Website Experts Team, offering targeted website development support to international clients for specialized projects.
- Design Assistance: Advised clients on the design and development of marketing materials, including signs, posters, banners, business cards, and other print assets, ensuring high-quality results.
- Digital Marketing Support: Provided strategic guidance on growing clients' businesses through social media management, search engine optimization (SEO), and other digital marketing tools, driving measurable results.
Quality Assurance Specialist
Xerox Company
04.2009 - 01.2014
- Call Quality Monitoring: Conducted detailed evaluations of customer interactions to ensure compliance with quality standards and organizational expectations.
- Staff Coaching and Training: Delivered targeted coaching sessions to improve agent performance and align with best practices, enhancing productivity and service quality.
- Training Development: Designed and implemented refresher exercises to keep agents informed of evolving standards and practices, fostering continuous improvement.
- Onboarding and Mentorship: Trained new Quality Analysts on daily workflows and quality assurance protocols, ensuring a smooth transition and consistent performance.
- Process Optimization: Developed and maintained a monitoring and evaluation framework to uphold customer service excellence and drive operational improvements.
Customer Service Representative
Xerox Company
04.2007 - 04.2009
- Managed Service Escalations: Created and tracked service tickets to escalate customer issues to in-house technicians, installers, and over 50 appliance manufacturers, ensuring prompt resolutions.
- Streamlined Office Operations: Established and optimized office procedures to enhance workflow efficiency, facilitating customer issue resolution, invoice creation, and coordination with Service Managers and Dispatch teams.
- Database Management: Developed and maintained a comprehensive contact database, ensuring accurate and timely communication to support appliance exchanges and related processes.
- Logistics Coordination: Oversaw the dispatching of delivery trucks, ensuring efficient delivery and pickup of appliances while maintaining a high level of customer satisfaction.
- Cross-Functional Collaboration: Acted as a liaison between Service Managers, Sales Managers, and Builder Administration teams to resolve customer concerns effectively and maintain strong interdepartmental relationships.
Education
CFP (Commis Chef) - Commercial Food Preparation Level 2
Bachelors of Science - Business Administration
Montego Bay Community College
08.2020
Associate Degree - Business Studies
Montego Bay Community College
08.2012
CFP (Cookery) - Commercial Food Preparation Level 1
Kenilworth Heart Academy (NCTVET)
Sandy Bay, Hanover04.2008
Skills
- Teamwork
- Problem Solving
- Communication Skills
- Ability to Work Under Pressure
- Negotiation
- Microsoft Office
- Zendesk
- Salesforce
- Trello
- Slack
- Intercom
- Data entry
Achievementsandawards
- Most Outstanding Trainee- Hospitality Skills, Sandy Bay, Hanover
- The employee of the Month
- Most Outstanding Trainee- Food Preparation (Level 2)
Languages
English
Native or Bilingual
Timeline
Support Representative
Trail Appliances
07.2023 - 11.2024
Customer Service Consultant/Chat Lead
Packlane Inc, (Digital Room)
01.2022 - 02.2023
Customer Service Representative/ Marketing Consultant
Cimpress LTD, Vistaprint
02.2014 - 10.2021
Quality Assurance Specialist
Xerox Company
04.2009 - 01.2014
Customer Service Representative
Xerox Company
04.2007 - 04.2009
CFP (Commis Chef) - Commercial Food Preparation Level 2
Bachelors of Science - Business Administration
Montego Bay Community College
Associate Degree - Business Studies
Montego Bay Community College
CFP (Cookery) - Commercial Food Preparation Level 1
Kenilworth Heart Academy (NCTVET)
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