Tracy Cochran
Jackson
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
20
20
years of professional experience
1992
1992
years of post-secondary education
Work History
Customer Service Representative
Crash Champions
McDonough
01.2023 - 12.2025
- Assisted customers with inquiries regarding services and claims processes.
- Managed incoming calls and provided timely responses to customer concerns.
- Coordinated with repair technicians to schedule service appointments efficiently.
- Documented customer interactions accurately in the company's CRM system.
- Resolved customer complaints by identifying issues and providing solutions.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Developed strong relationships with customers by providing personalized assistance and support.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Maintained a positive demeanor while handling high-volume customer interactions.
Janitor
Gordon State College
Barnesville
02.2022 - 01.2023
- Maintained cleanliness in classrooms, restrooms, and common areas across campus.
- Operated cleaning equipment including floor buffers and vacuum cleaners effectively.
- Conducted routine inspections to ensure safety and sanitation standards were met.
- Collaborated with staff to prepare facilities for events and special activities.
- Restocked cleaning supplies and notified management of inventory needs promptly.
- Trained new janitorial staff on proper cleaning techniques and safety protocols.
- Reported maintenance issues to ensure timely repairs and upkeep of premises.
- Sweep, mop and vacuum floors of all areas.
- Clean and sanitize restrooms, sinks, countertops and other surfaces.
- Empty wastebaskets and trash containers.
- Wiped down various surfaces with approved cleaning products to prevent growth of bacteria and viruses.
Customer Claims Representative
Lynx Services
North Fort Myers
05.2006 - 11.2016
- Reviewed and processed insurance claims for accuracy and completeness.
- Maintained accurate records of claims in the company's management system.
- Assisted in training new staff on policies, procedures, and software tools.
- Processed a high volume of claims efficiently while maintaining quality standards.
- Provided quality customer service to assigned, insured and claimants throughout claims process to deliver timely service to customers.
- Maintained detailed records of all communication with customers, claimants, providers, and internal departments.
- Adhered to strict guidelines pertaining to confidentiality while handling sensitive personal information.
- Identified potential fraud indicators during the review process and reported suspicious activity accordingly.
- Evaluated and processed insurance claims according to company policies and industry standards.
Education
Earl C Clement Job Corp
Morganfield, KYSkills
- Customer relationship management
- Claims processing
- Troubleshooting inquiries
- Billing procedures
- Dispute resolution
- Quality assurance
- Time management
- Effective communication
- Multi-task management
- Follow-up skills
- Multi-line phone talent
- Account management
- Decision-making
- Microsoft outlook
- Data entry
- Creative problem solving
- Task prioritization
- Complaint resolution
- Payment processing
- Problem-solving
- Multitasking and organization
- High-energy attitude
- Credit card payment processing
- Professional phone presence
Timeline
Customer Service Representative
Crash Champions
01.2023 - 12.2025
Janitor
Gordon State College
02.2022 - 01.2023
Customer Claims Representative
Lynx Services
05.2006 - 11.2016
Earl C Clement Job Corp