Tracy Norris
Abbotsford,BC
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
10
10
years of professional experience
Work History
Inbound Sales Agent
1-800-GOT-JUNK
05.2022 - 05.2024
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Resolved complaints to satisfy customers and encourage future transactions.
- Book junk removal appointments
Technical Support Representative
Sykes Inc.
06.2019 - 03.2022
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Managed over 50 customer calls per day and responded to cable and home phone technical support needs.
- Identified potential sales and cross-selling opportunities in course of delivery of support services.
Customer Service Loyalty Representative
Nordia Inc.
07.2014 - 12.2018
- Carried out day-day-day duties accurately and efficiently.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Mobility sales and retaining existing customers.
- Managed high volume of incoming customer calls.
Education
Business Management
Vancouver Island University
Nanaimo, BC04.1998
Skills
- Attention to Detail
- Interpersonal Skills
- Customer Service Support
- Remote Technical Support
- Customer Communication and Empathy
- Problem Solving
- Active Listening
- Technical Troubleshooting
Timeline
Inbound Sales Agent
1-800-GOT-JUNK
05.2022 - 05.2024
Technical Support Representative
Sykes Inc.
06.2019 - 03.2022
Customer Service Loyalty Representative
Nordia Inc.
07.2014 - 12.2018
Business Management
Vancouver Island University
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