Tracy Wright
Belfast,Antrim
Summary
Accomplished professional with extensive expertise in team leadership, complaint resolution, and employee training. Demonstrates superb communication skills and tactful negotiation abilities, ensuring effective tailored communication and understanding of SLAs. Proficient in Microsoft Office and email administration, with a strong foundation in software proficiency and product knowledge. Committed to leveraging training skills to enhance team performance and achieve organisational goals.
Driven and adaptable, known for exceptional problem-solving and communication skills. Proven ability in analysing client needs and delivering tailored solutions.
Enthusiastic with knowledge of resolving customer problems. Works to increase success through effective work strategies and customer service.
Overview
23
23
years of professional experience
Work History
Client Solutions Specialist
Accesso
London/Belfast
05.2021 - 04.2025
- Led training sessions for new team members, ensuring high-performance standards were maintained.
- Maintained detailed records of all client interactions, providing valuable reference points for future discussions.
- Improved client relationships with proactive communication and consistent follow-ups.
- Analysed client feedback for continuous process improvement opportunities.
- Revamped outdated procedures to enhance operational efficiency.
- Resolved complex problems using critical thinking skills, enhancing customer satisfaction levels.
- Identified potential issues, resulting in timely intervention and problem resolution.
- Developed technical documentation for business solutions, updating with product changes and upgrades.
- Maintained technical content and documentation with accurate, up-to-date information.
Customer services advisor
Ingresso LTD
Belfast
11.2018 - 08.2020
- Assisted customers in navigating company website, improving online experience.
- Provided information for product inquiries, leading to increased sales.
- Maintained clean and organised work station for optimal productivity.
- Coordinated efficiently with other departments for issue escalation, facilitating timely solutions.
- Built enduring relationships with clients through excellent service provision over time.
- Offered assistance to team members during peak hours, promoting efficiency.
- Improved customer satisfaction by promptly addressing and resolving complaints.
- Troubleshot product issues for resolution swiftly and accurately.
- Handled customer queries via telephone and email, ensuring clear communication.
- Utilised effective listening skills whilst interacting with customers to understand their needs better.
- Recorded and processed customer data accurately.
Retail Assistant (Part-Time)
Henderson Retail
Belfast
05.2018 - 11.2018
- Customer service, including manual stock handling, cash handling and general customer service duties in a busy sales orientated environment
- Rotated stock periodically, reducing instances of expired or outdated inventory.
- Ensured visual merchandising standards with regular display updates.
- Delivered excellent customer service by answering queries and providing product information.
- Handled cash register operations efficiently, minimising queue lengths at checkouts.
- Guided customers towards appropriate products based on their preferences, boosting overall satisfaction.
- Assisted in stock replenishment to maintain store appearance.
- Stayed updated on current promotions and new products to provide accurate information to customers.
- Maintained clean shop floor, promoting a welcoming environment.
- Handled transactions, maintaining accurate till records.
- Resolved customer complaints, ensuring satisfaction and repeat business.
- Supported team members for improved operational efficiency.
- Operated cash registers with accuracy and processed cash and card transactions.
Customer Service Advisor
Lloyds Banking Group
11.2002 - 11.2016
Advertising Sales Executive
NI Media
03.2002 - 11.2002
Education
BA - English and History
Queen's University Belfast
09.2018 -
Access Diploma - Humanities
Belfast Metropolitan
09.2017 - 07.2018
A Levels - Computing, English Lit
Larne Grammar School
GCSEs - grades A- C including Math/English
Larne Grammar School
Skills
- Tailored communication
- Software proficiency
- Superior verbal communication
- Superb communication skills
- Email administration
- Understanding of slas
- Tactful negotiation
- Product knowledge
- Team Leadership
- Complaint resolution
- Microsoft Office
- Training skills
- Employee training
Additional Information
I am a self motivated individual capable of working in a team or alone under my own management. I am organised, an excellent communicator and have good timekeeping skills.
Affiliations
- Equestrian Sports
- Black and White Photography
- Reading assortment of books
References
References available upon request.
Timeline
Client Solutions Specialist
Accesso
05.2021 - 04.2025
Customer services advisor
Ingresso LTD
11.2018 - 08.2020
BA - English and History
Queen's University Belfast
09.2018 -
Retail Assistant (Part-Time)
Henderson Retail
05.2018 - 11.2018
Access Diploma - Humanities
Belfast Metropolitan
09.2017 - 07.2018
Customer Service Advisor
Lloyds Banking Group
11.2002 - 11.2016
Advertising Sales Executive
NI Media
03.2002 - 11.2002
GCSEs - grades A- C including Math/English
Larne Grammar School
A Levels - Computing, English Lit
Larne Grammar School
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