Tracey D. Raiford
Lexington
Summary
Highly skilled, dedicated, and self-reliant professional, with 15+ years of work experience, including Call Center, Customer Service and Clerical/Administrative areas. Has consistently demonstrated measurable achievement in improving employee/management relations and procedural enhancements. Received management and client recognition for demonstration of a dependable, consistent work ethic, as well as a genuine commitment to providing exceptional customer service. Seeking a REMOTE position optimizing my proven reliability and customer service expertise.
Professional with experience in enhancing customer interactions and driving customer satisfaction. Skilled in problem-solving, communication, and empathy to effectively address and resolve customer concerns. Strong focus on team collaboration and achieving results, adaptable to changing needs, and reliable for consistent performance. Adept at using CRM software, handling inquiries, and providing exceptional service.
Overview
20
20
years of professional experience
Work History
CustomerExperienceSpecialist – Remote
Galls, LLC
Lexington, KY
01.2021 - Current
- Use customer service and organizational skills to maintain and improve metrics for customer retention, document sales, investigate order issues regarding sales and up-sales, providing documentation in the GQ system.
- Provide customers with excellent service by providing product recommendations and descriptions, contact internal associates for investigation of complaints via phone and email.
- Excel in the issuance of quotes for unmanaged accounts, (within acceptable margin and shipment designations), and managing the completion of all applicable documents to ensure complete, timely order delivery. Currently exceeding expectations for performance and accuracy.
- Complete all international sales and quotations for unmanaged and individual accounts, ensuring that products match the guidelines necessary for the transaction.
- Instruct Customer Experience employees regarding difficult issues with unmanaged accounts and international sales.
- Maintain and update the Quote Access Database, exceeding expectations with follow-up and documentation.
- Provide instruction and maintain customer satisfaction while gathering basic data to create customized client online shopping portals; including employee access, product information, pricing, dedicated embroidery/heat press and patches.
- PROMOTION
Lead Call Center Representative
Northrop Grumman Federal Credit Union, (NGFCU)
Gardena, CA
09.2018 - 03.2019
- Dental Services Department
- Performed all duties listed under CALL CENTER REPRESENTATIVE) – In addition:
- Aided in supervision and training of transitional personnel during management reorganization period.
- Promoted Dental and Vision Care programs for new clients: Benefit inquiries, premium updates and procedural issues.
- Aided supervisor in preparing and updating production documents for presentation to the Board of Directors, including number of new accounts, cancellations, complaint categories, etc.
- Resolved escalated client eligibility and benefit disputes, requiring direct contact with insurers, customers and management to address complex issues.
- (Employment began under contract with Chipton Ross, Inc., El Segundo, CA, May, 2016-August 2016)
- PROMOTION
Call Center Representative
Northrop Grumman Federal Credit Union, (NGFCU)
Gardena, CA
05.2016 - 08.2018
- Provided call center support for Dental and Vision care products and services, and processed enrollment applications.
- Prepared member correspondence; cancellations, disputes, daily mail preparation and distribution.
- Maintained Terrace client system database, with all demographics, coverage information, and payment history.
- Performed internal account audits, corrections and updates.
Executive Administrator
Aerotek Services
Torrance, CA
01.2016 - 03.2016
- Processed incoming customer correspondence, documented in appropriate system and dispatched to customer service associates. Processed executive correspondence and forwarded to executives for resolution.
- Processed incoming and outgoing mail, answered incoming calls.
- Managed weekly payroll, including verifying hours worked and obtaining necessary approvals from department managers.
Customer Service Representative
DermStore Cosmetics
El Segundo, CA
01.2014 - 01.2015
- Processed incoming orders and assisted customers for online high-end cosmetics firm in call center setting.
Administrative Supervisor
Magellan Health Services
El Segundo, CA
07.2007 - 12.2012
- Supervised two Administrative Assistants; performed annual performance evaluations.
- Acted as liaison with vendors, building management, maintenance and office equipment staff.
- Prepared and transcribed complex minutes for three Quality Improvement committees.
- Provided support to CEO in various areas, including writing letters, organizing daily schedule, making travel arrangements and planning office events.
- PROMOTION
Comment Coordinator
Magellan Health Services
El Segundo, CA
12.2006 - 03.2012
- Served as Chairman of the Grievance Task Force
- Investigated and resolved comments from members and service providers including grievances, inquiries and compliments.
- Reported aggregate statistical results to the Member Services Committee, which were then forwarded to the Board of Directors.
Education
Associate in Managerial Accounting - undefined
Cincinnati State Technical and Community College
Skills
- Utilized Microsoft Office tools including Word, Excel, Access, Outlook, and PowerPoint to support daily tasks
- Assisted in client advocacy through effective communication and problem-solving
- Conducted data entry and management to optimize operational efficiency
- Collaborated with team members to enhance customer service and address inquiries
- Managed inbound call operations to understand and meet customer needs
- Provided support in complaint resolution and de-escalation techniques
- Executed billing adjustments and processed refunds as required
- Demonstrated proficiency in POS systems and ordering platforms
- Maintained customer data confidentiality during interactions
- Participated in employee coaching to improve service standards
- Documented calls and issues for accurate record-keeping
- Supported process improvement initiatives to streamline operations
- Prioritized tasks effectively to meet deadlines
- Assisted in international sales support and remote office operations
- Investigated complaints thoroughly to ensure satisfactory resolutions
Timeline
CustomerExperienceSpecialist – Remote
Galls, LLC
01.2021 - Current
Lead Call Center Representative
Northrop Grumman Federal Credit Union, (NGFCU)
09.2018 - 03.2019
Call Center Representative
Northrop Grumman Federal Credit Union, (NGFCU)
05.2016 - 08.2018
Executive Administrator
Aerotek Services
01.2016 - 03.2016
Customer Service Representative
DermStore Cosmetics
01.2014 - 01.2015
Administrative Supervisor
Magellan Health Services
07.2007 - 12.2012
Comment Coordinator
Magellan Health Services
12.2006 - 03.2012
Associate in Managerial Accounting - undefined
Cincinnati State Technical and Community College