Tracy Salata
Waynesville,GA
Summary
Professional, reliable customer service specialist. with 20 + years experience. Skilled in managing inquiries, resolving issues, and providing support with positive attitude. Strong focus on team collaboration, adaptability, and achieving results. Proficient in communication, problem-solving, and maintaining customer satisfaction and providing customized solutions to build loyalty.
Overview
11
11
years of professional experience
Work History
Customer Service / Operator
Answering Service Care (Americall)
Waynesville, GA
09.2024 - 04.2026
- Managed high volume of inbound calls while ensuring timely and accurate responses to customer inquiries.
- Developed and maintained comprehensive knowledge of company services to provide informed assistance to clients.
- Answered calls for a variety of businesses scheduling appointments and taking messages.
CSR General Que
BroadPath LLC
Waynesville, GA
10.2020 - 05.2023
- Answered inbound customer calls regarding insurance benefits, premiums and coverage.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Handled customer inquiries and suggestions courteously and professionally.
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Tech Support
Sitel
Waynesville, GA
03.2019 - 06.2020
- Answered inbound customer calls relating to their wireless gateways, modems, routers and all internet related questions
- Assisted in troubleshooting internet/wifi connectivity and connection of devices.
- Updated account information to maintain customer records.
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Tech Support-Tier 2
Support.Com
Waynesville, GA
01.2016 - 06.2018
- Answered inbound customer calls relating to their wireless gateways, modems, routers and all internet related questions
- Assisting in troubleshooting internet/wifi connectivity and connection of devices.
- Communicated with clients to verify roots and causes of computer problems.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Researched and identified solutions to technical problems.
Tax Support Specialist
Teletech
Waynesville, GA
12.2014 - 04.2015
- Answered customer tax questions through an email forum.
- Assisted with overflow inbound calls regarding all aspects of Intuit tax products and tax related questions.
- Researched complex tax issues utilizing online resources and professional tax software.
- Utilized tax software to assist with returns and meet deadlines.
Education
Bachelor of Science - Psychology
Ashford University Online
San Diego, CASkills
- Data Collection
- Data Entry
- Call Management
- Information Security
- Account Updating
- Product Knowledge
- Complaint Resolution
- Product Education
- Customer Service
- Problem-Solving Abilities
- Professional Telephone Demeanor
- Documentation
- Research
- Customer Relationship Management (CRM)
- Microsoft Office Suite
- Microsoft Outlook
- Computer Proficiency
- Active Listening
- Technical Support
- Call center and remote experience
- Customer focus
- Account updating
- Problem-solving skills
- Resolving issues
- Verbal and written communication
- Inbound phone calls
- Answering questions
- Technical troubleshooting
- Interpersonal skills
- Call control
- Complaint resolution
- Calm disposition
Timeline
Customer Service / Operator
Answering Service Care (Americall)
09.2024 - 04.2026
CSR General Que
BroadPath LLC
10.2020 - 05.2023
Tech Support
Sitel
03.2019 - 06.2020
Tech Support-Tier 2
Support.Com
01.2016 - 06.2018
Tax Support Specialist
Teletech
12.2014 - 04.2015
Bachelor of Science - Psychology
Ashford University Online