Tracy Goddard Email & Phone Number

United Kingdom

London, England, United Kingdom

Epsom, England, United Kingdom

My role as a Customer Experience Executive is to engage with customers and providing industry leading services using the omni-channel to effectively deliver on customer satisfaction. The role includes, but is not limited to:• Supporting integration of new processes and implementation of new systems and digitisation strategies• Resolve customer enquiries in a respectful and efficient manner, with empathy while providing an understanding of policy and procedure. • Account Servicing• Payment Management• General support throughout the customer journey• Handling general complaints and providing first call resolution• Producing new agreements for extensions on current contracts• Supporting the team to achieve individual and group goals.

City Of Johannesburg, Gauteng, South Africa

I was responsible for managing service levels within the customer service center for financial services such as WesBank, Toyota Financial Services and Volkswagen Financial Services, as well as the flight center for 8 different regions :• Moving staff to correct workgroups.• Monitoring staff behaviour.• Obtain a thorough understanding of the business units’ strategy and processes.• Assisted in improving processes and systems workflow.• Maintained relationships with management and team leaders in different regions, providing support on all levels and with staff members to ensure technical issues are communicated and handled efficiently. • Assisted with achieving monthly targets in all regions.I was responsible for the maintenance and support for Clevva in the contact center environment, which is an online web platform used to maintain end-to-end processes for customer services. This tool was used for: • Training and guiding new staff on our processes.• Maintaining Quality Assurance for trainees as well as customer service staff. • Real time updates on processes to ensure compliance is followed during every process. • Update all processes and policies from end-to-end for Motor Support, Customer Services and Know Your Customer (KYC).• Increased the usage of the tool by 50%, reducing average handling time and increasing product knowledge.Other duties in my role included, but was not limited to: • Reports and analysis on stats and insights for potential projects.• Technical assistance and logging of calls for technical support.• Managed delivery of end-to-end projects.• Provide support to other team members on deliverables and projects. • Increase staff engagement with monthly, quarterly and yearly awards, as well as fun sessions to improve morale. • General support to Management, team leaders, and staff

South Africa

My role was to handle customer complaints with empathy and composure. • Prevent or reduce write off's by investigating the complaint (should it be due to agent error or misunderstanding of the process), and providing the customer with the correct information. • Respond to complaints and compliments on social media via Lithium (social media tool). • Align processes by analysing constant errors, and provide recommendations to reduce complaints and errors. • Run training sessions to update and align processes.• Contact customers to understand and resolve complaints and requests.One of the top SMEs in the team

City Of Johannesburg, Gauteng, South Africa

I was responsible for handling inbound account enquiries. This was a fast-paced environment, where I handled around 80-100 calls per day, resolving customer complaints with empathy and composure.• I Proactively participated in meetings and helped management identify workflow issues and gaps in processes and provide/find solutions.• I Consistently met my short and long-term targets. • Pitched ideas on potential projects and innovation ideas. • Participated in additional projects and campaigns which helped improve morale in the contact centre environment, by hosting fun buzz sessions (daily morning team meetings held to discuss the previous days' performance), and competitions within the workplace to improve the customer service.• Responded to emails (+/- 100 emails daily) and assisted clients face to face at reception.

City Of Johannesburg, Gauteng, South Africa

• Assisted the sales team with handling contracts, customers, and service advisors with collection and drop-off of customers.• Collected new vehicles from the factory to prepare for delivery. Delivered purchased vehicles to customers.• Collect and drop-off customers bringing in vehicles for services.• Contacted customers for campaigns.• Prepared contracts and documents before delivery.• Responsible for networking with clients for new business and retention of current business.