Tracy Norris
Abbotsford,B.C.
Summary
Dynamic inbound customer service professional with 9 years of experience, adept at managing high call volumes and delivering exceptional service across diverse sectors. Proven ability to create positive customer experiences through effective communication and active listening, ensuring needs are met and complaints are resolved efficiently. Highly skilled in adapting to various customer inquiries while maintaining confidentiality and fostering loyalty. Committed to contributing to a vibrant team culture, with a strong focus on quality service delivery in fast-paced environments. Eager to leverage expertise in a remote call management role that prioritizes customer satisfaction and operational excellence.
Overview
10
10
years of professional experience
Work History
Inbound Sales Agent (Work from home)
GOT-JUNK
05.2022 - 05.2024
- Created a positive inbound calling experience for customers with friendly phone greetings
- Identified customer needs and provided appropriate solutions using active listening skills
- Resolved complaints to satisfy customers and encourage future transactions
- Managed 40+ calls daily, responding to inquiries and booking appointments
- Demonstrated exceptional customer service through efficient call handling and issue resolution, ensuring confidentiality and customer satisfaction
Technical Support Representative (Work from home)
Sykes Inc
06.2019 - 03.2022
- Resolved customer issues and provided solutions to restore service and functionality
- Managed 50+ daily calls for cable and home phone technical support, ensuring a high level of service
- Identified sales and cross-selling opportunities during support interactions, contributing to customer satisfaction
- Utilized ticketing systems to process support actions and requests while documenting customer interactions for comprehensive records
Customer Service Loyalty Representative
Nordia Inc
07.2014 - 12.2018
- Responded to 50+ daily customer inquiries while meeting high quality and productivity standards
- Analyzed information, identified issues, and offered effective problem-solving solutions
- Evaluated customer needs and recommended optimal upgrades for mobility devices and plans
- Presented product and service benefits to retain existing customers and consulted with customers on billing and technical inquiries, ensuring a positive experience
Education
Vancouver Island University
04.1998
Skills
- Ability to Work in a Team
- Adaptability
- Ability to Work Under Pressure
- Effective Time Management
- Communication Skills
- Confidentiality
- Active Listening
- Technical Support
- Customer Service
Timeline
Inbound Sales Agent (Work from home)
GOT-JUNK
05.2022 - 05.2024
Technical Support Representative (Work from home)
Sykes Inc
06.2019 - 03.2022
Customer Service Loyalty Representative
Nordia Inc
07.2014 - 12.2018
Vancouver Island University
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