CUSTOMER SERVICE REPRESENTATIVE

Tracey E. Baker
704 Lewis Street; Nashville, TN 37210
(Cell) 615-438-7115, (message) 615-977-9232
TEBaker9932@Yahoo.Com

A professional polished and equipped with Customer Service savvy. A meticulously seasoned individual capable of demonstrating superb customer service etiquette in Customer Service Support.
WORK EXPIRIENCE

June 2009-present               Sue’s Beauty Supply/Hair World            Nashville, TN
Retail Associate: Greet all in-coming customers. Assist customers in finding specific beauty aides or needs. Provide assistance placing lace Fronts/Wigs/lashes upon customer or managers request. Regularly maintained clean and safe environment at all times. Make outgoing calls to locate product(s) at customer or owner’s request. Answer telephone lines. Inventory control. Open/close facility.


Oct 2005-Oct 2008                Dollar General Corporation.            Goodlettsville, TN
Mailroom Clerk: Pick-up/drop off mail from United Postal Service to corporate mail room. Sort/distribute all incoming and outgoing mail to proper personnel and/or departments. Supply ordering, Inventory control. Manifest shipping/receiving logs, created call tags. Open/Close facility.
Charged Sales Representative:  Process all billing files from a variety of sources to invoice from or upload into billing systems.  Enter/upload information into billing system or computes amounts due.  Post transactions to accounting records such as worksheet, ledger, or computer files, report process flow issues to billing supervisor, perform other related duties assigned as needed.


May 1997-Dec 1997                  AT&T Comcast Cable Co.                  Lithonia, GA
Inbound Customer Service Rep:  Responsible for answering questions related to customer billing statements and general inquiries, as well as for the resolution of payment concerns. Offer Comcast products and services to meet customer needs. Relates well to the customer, thinks and exercises sound judgment, and acts responsibly in the customer's and the company's best interest. Records customer information and inquiries, following prompts from a computerized system. Correct errors and discrepancies on customers' billing statements as necessary. Demonstrate good oral and written communication skills, with ability to articulate relevant information and directions in an organized and concise manner. Explains billing cycles, processes, and demonstrates awareness of company policies and procedures while applying sound judgment, when necessary. Attempt to collect delinquent account balances.  Prepares work orders accurately; recommends products and services based on a logical relationship to the customer's needs and interests,  Maintains and coordinates interdepartmental communications as they apply to customer problem resolution.  Support other lines of business as call volume dictates.
Able to work in a fast-paced, often high-pressure environment, with proven ability to maintain composure in stressful situations and manage and diffuse angry or upset customers.  Achieves overall call center performance goals and total truck rolls. 


Feb 1996-Feb 1997                                 MCI                                       Jacksonville, NC
Inbound Customer Service Help Desk:  Receive incoming calls from customers regarding MCI accounts, assist with billing inquiries, rate information, local and long distance concerns, assist any representative that may not be able to sustain satisfaction to the customer according to MCI”S policies and procedures, maintain meetings and functions for the well being of company knowledge and growth as a whole,  resolve a variety of customer inquires such as technical and billing questions for MCI customers across the U.S. Empowered to solve problems independently and make decisions that’s consider to be in the customer's best interest. Keep up to date with our ever-evolving technology and translate this information into terms that customers can understand. As a Customer Service and Sales representative, I proactively offer products and services to our customers. Correct errors and discrepancies on billing statements as necessary. Demonstrate good oral and written communication skills, with ability to articulate relevant information and directions in an organized and concise manner.




KNOWLEDGE AND SKILLS:
Microsoft Office Word
Excel
Access
DPET (Call Center program)
ACSR (Call Center program)
Knowledgent (Call Center program)
Internet Explorer
Adding Machines
Faxes
Keyboards
Cash Registers
HeatPress 310XP
Silk Screening
Fed-Ex, UPS, and DHL (Shipping and Receiving programs)
Microsoft Outlook Express
Telephone/Switchboard
Capable of communicating to the deaf/hard-of-hearing by the use of ASL (American Sign Language)
WPM: 25-38







REFERENCES AVAILABLE UPON INTERVIEW