Tracy Lutz Email & Phone Number

Reading, Pennsylvania, United States

Reading, Pennsylvania, United States

• Managed direct reports to achieve business and team goals
• Trained new customer service members during on boarding
• Part of customer service process mapping continuous improvement team
• Maintained communication with customers regarding complaints, inquires, order status, production and delivery status
• Served as backup to the customer service manager as needed

Reading, Pennsylvania

• Handled customer inquiries and requests via email and phone
• Managed customers account towards on time delivery
• Entered customers purchase orders into IQMS
• Checked inventory against orders to schedule for transportation
• Coordinated shipments with logistics companies
• Placed RMA’s and routed them to the correct team to be worked

Leesport, PA

• Entered job order changes in SyteLine for engineers and production
• Uploaded engineered drawings to the Intranet and maintained draw logs
• Created parts, panels and routing of items into Syteline for use in production
• Entered items into Syteline to create a bill of material (BOM)
• Handled customer inquiries and requests via SE Advantage for engineering team
• Created and managed work flows for engineering change notices (ECN’s)

Leesport, PA

• Managed customer accounts to ensure order accuracy and on time delivery
• Partnered with internal and external customers on a daily basis to ensure orders were on track for delivery
• Maintained communication with customers regarding complaints, inquires, order status, production and delivery status
• Performed all order entry and maintenance functions for customer orders
• Utilized and maintained information in systems including Quote to Cash, SyteLine, and SE Advantage, for order processing, and invoicing

Wyomissing, PA

• Collaborated with manager and executed a performance improvement plan
• Performed interviews for prospective new hires
• Provided leadership and management to a team of 10 to 20 project managers, as well as helped train new employees to the team
• Managed orders to ensure timely resolution and fulfillment for the customer
• Supported team with daily reports, using excel, to manage team and individual metrics
• Handled escalations, both internally and externally

Wyomissing, PA

• Managed team reports to assist the CI Agents on a day to day basis
• Handled customer escalation calls
• Monitored agents calls to ensure superior customer service was being provided to our customers
• Trained new employees to the team and offered guidance after training

Wyomissing, PA

• Coordinated and followed through with the customer in regards to installation of their services
• Processed orders from Linx into TBS
• Assisted customers with issues and helped them to get resolutions
• Partnered with other teams to ensure orders stayed on track to promised delivery dates

Wyomissing, PA

• Processed and tracked orders for existing customers for all products and services available
• Determined root cause of cancellation requests and attempted to retain customers in accordance with the save and escalation process
• Calculated Early Termination Charges, issued adjustments and called customers to communicate Early Termination Charges in a final attempt to save customers

Wyomissing, PA

• Distributed feedback on daily statistics to each care representative within my team.
• Monitored our call tracking system throughout the day
• Offered technical support to customers regarding their DSL lines and CPE
• Assisted customer care representatives with solutions to situations in regards to calls
• Monitored calls on care representatives and give feedback
• Handled escalated calls

Wyomissing, PA

• Troubleshot customers phone troubles and assisted in helping them to resolve them
• Answered questions regarding a multitude of situations including billing and order processing
• Achieved great results each month in observations from supervisors
• Helped fellow care representatives with answers to their questions on their systems or processes

Lancaster, Pennsylvania Area

• Handled customers concerns about their driver's licenses and motor vehicle registration and titling
• Provided to other customer service representatives feedback to improve their calls per hour as well as their customer service ability
• Performed outstanding customer service with a 9.5 rating out of 10
• Assisted customer service representatives with difficult calls
• Supervised nightly procedures