Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Tracy Tran

Mississauga,ON

Summary

Highly adaptable and excellent communicator with extensive experience in customer service, account management, and conflict resolution. Successfully managed high-stress situations, trained teams, and built strong client relationships, leading to increased loyalty and repeat business. Skilled in data entry, problem-solving, and critical thinking, with the ability to learn new skills and roles quickly.

Overview

8
8
years of professional experience

Work History

Customer Service Representative

Emterra Environmental
07.2022 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Handled inboxes and calls for both ICI and residential divisions.
  • Assisted the dispatch department with scheduling, routing, and service changes/cancellations/creation.
  • Assisted the billing department by investigating and resolving billing issues.
  • Assigned third party hauling companies to RYSE PRO Pickup loads and gathered pricing.
  • Coordinated schedule changes and resolved issues between receiving facilities, third party hauling companies and Material recovery facilities.

Account Manager

Debt Review
05.2022 - 07.2022
  • Increased client satisfaction by building strong relationships and addressing their needs promptly.
  • Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
  • Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
  • Negotiated contract terms with clients, securing favorable agreements for both parties.

Client Success Manager

Voxxlife
02.2020 - 12.2021
  • Participated in strategic planning meetings to align department objectives with broader company goals related to client success management efforts.
  • Managed existing client renewals, keeping accounts, information and documents in conformance with compliance standards.
  • Managed the returns department and compliance department
  • Monitored social media pages for non-compliant Voxxlife pages and posts.
  • Created and implemented marketing campaigns and promotions
  • Created and hosted weekly training calls geared towards training new Voxxlife independent distributors

Customer Service Representative

Voxxlife
10.2018 - 02.2020
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Participated in training programs to enhance product knowledge and customer service skills.

Client Specialist

Cash Money
06.2016 - 02.2018
  • Responded to all client inquiries and asked appropriate questions to facilitate resolution.
  • Developed strong relationships with key clients, resulting in increased revenue and repeat business.
  • Assisted with special marketing projects by coordinating distribution of marketing mailers, contacting customers to explain new marketing campaigns.
  • Provided excellent customer service by following up with clients, mailing out applications and responding to incoming calls.
  • Supported loan process by gathering loan documentation and assisting with loan processing and general loan analysis.
  • Coordinated client onboarding processes, ensuring smooth transitions and minimizing disruptions.
  • Trained new team members on best practices for managing client accounts, fostering a culture of continuous learning within the department.

Education

BBA - Marketing

University of Guelph-Humber
04.2018

Skills

  • Customer Service
  • Problem-solving abilities
  • Oral and written communication
  • Interpersonal and Teambuilding Skills
  • Conflict Resolution
  • Active Listening
  • Critical Thinking
  • Data Entry

Languages

English
Native or Bilingual
Vietnamese
Limited Working

Timeline

Customer Service Representative

Emterra Environmental
07.2022 - Current

Account Manager

Debt Review
05.2022 - 07.2022

Client Success Manager

Voxxlife
02.2020 - 12.2021

Customer Service Representative

Voxxlife
10.2018 - 02.2020

Client Specialist

Cash Money
06.2016 - 02.2018

BBA - Marketing

University of Guelph-Humber

Similar Profiles

CREATE PROFILE
Tracy Tran