Tracy Eaddy
Towson
Summary
Compassionate mental health care professional recognized for exceptional productivity and efficiency. Specialized in cognitive behavioral therapy, crisis intervention, and group therapy facilitation. Strong skills in empathy, active listening, and communication lead to effective client support and positive outcomes.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Clean Choice Energy
Washington
05.2024 - Current
- Resolved customer complaints by employing effective communication and problem-solving skills, enhancing overall customer satisfaction.
- Assisted customers with inquiries about energy services and billing, ensuring clarity and understanding.
- Answered customer inquiries and provided accurate information regarding products and services.
- Collaborated with team members to improve customer service processes and efficiency.
- Educated clients on renewable energy options and benefits of Clean Choice Energy.
- Maintained detailed records of customer interactions and transactions, contributing to improved service delivery and future reference.
Mental Health Counselor
Top Choice
Baltimore
01.2023 - Current
- Facilitated crisis intervention to safeguard client safety and enhance well-being.
- Conducted individual and group counseling sessions to support mental health needs.
- Developed personalized treatment plans based on client assessments and goals.
- Educated clients on effective coping strategies and available mental health resources.
- Led workshops to equip clients with healthy coping strategies for managing stress.
- Collaborated with other healthcare providers to coordinate comprehensive care for clients.
- Participated in weekly team meetings to discuss client cases and review treatment plans.
- Documented service plans, treatment reports and progress notes.
Customer Service Representative
Home Depot
Atlanta
11.2021 - 05.2024
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided timely follow-up on customer issues to ensure satisfaction and resolution.
- Collaborated with team members to streamline customer service processes, enhancing overall efficiency.
- Cultivated strong customer relationships, fostering loyalty and promoting repeat business.
- Processed service requests and managed account updates in company systems.
- Tracked orders from initiation to delivery, ensuring timely fulfillment of customer requests.
- Participated in training programs to enhance product knowledge and service skills.
Credit Analyst
FES
Baltimore
01.2020 - 11.2022
- Reviewed and analyzed financial statements of potential borrowers to assess creditworthiness, informing lending decisions.
- Evaluated customer credit histories to identify fraud or discrepancies, enhancing risk assessment accuracy.
- Conducted detailed analysis of customers' liquidity, capital structure, borrowing capacity and debt serviceability.
- Determined appropriate loan terms based on borrower's creditworthiness.
- Utilized financial modeling tools to forecast credit performance and trends.
- Monitored industry trends to inform credit risk strategies and decision-making.
- Provided recommendations on loan applications based on thorough credit evaluations, supporting risk management strategies.
Collections Agent
Toyota Financial Services
Owings Mills
07.2016 - 01.2020
- Managed customer accounts, ensuring timely payments and maintaining account accuracy.
- Coordinated payment plans with customers, facilitating effective debt repayment solutions.
- Communicated with customers to resolve billing inquiries and payment disputes.
- Utilized internal software to track collections and update account statuses.
- Documented interactions with customers in compliance with company policies.
- Collaborated with team members to enhance collection strategies and techniques.
- Followed fair debt practices and regulatory guidelines when managing collections process.
Technical Support & Customer Experience Supervisor
Verizon Wireless
Alpharetta
03.2007 - 06.2016
- Supervised customer service representatives, improving service delivery and customer satisfaction.
- Resolved escalated customers' issues efficiently and effectively.
- Collaborated with cross-functional teams to address complex customer issues, enhancing overall resolution efficiency.
- Implemented quality assurance measures, ensuring adherence to service standards and improving customer experience.
- Analyzed customer feedback to identify areas for process improvement.
- Developed training programs for new staff on customer interaction techniques.
- Led team meetings to discuss performance goals and strategies for improvement.
- Monitored call metrics to ensure compliance with company policies and procedures.
- Conducted audits of call center agents' interactions with customers for quality assurance purposes.
- Collaborated with other departments to ensure a seamless customer experience.
- Managed daily operations of the customer service department including staff scheduling.
- Oversaw the implementation of CRM systems to streamline customer interactions and data management.
Universal Customer Service Representative
Verizon Wireless
Hanover
11.2005 - 03.2007
- Assisted customers with inquiries regarding wireless plans and services.
- Resolved customer complaints with professionalism and empathy, enhancing overall satisfaction.
- Resolved technical issues for customers using troubleshooting techniques.
- Educated customers on device features and applications for optimal use.
- Processed customer orders and account changes efficiently and accurately.
- Utilized CRM software to track customer interactions and follow-up actions.
- Supported management in developing strategies that improved customer experience.
- Collaborated with internal departments to address complex customer inquiries, ensuring timely resolutions.
Education
DLA-20 Functional Assessment Training
University of Maryland, Baltimore
Baltimore, MD09-2025
Domestic Violence
University of Maryland, Baltimore
Baltimore, MD09-2025
High School Diploma -
Glen Burnie SeniorHigh
Glen Burnie, MD06-1985
Skills
- Customer support
- CRM software
- Billing inquiries
- Member account management
- Conflict resolution
- Crisis management
- Process improvement
- Team collaboration
- Client assessment
- Documentation practices
- Solution-focused therapy
- Counseling services
- Treatment planning
Accomplishments
- Ceo of HattiesBrowngirls - a nonprofit that's specializes in mental health support for women.
Websites
Certification
- DLA-20
- Certification for domestic violence
Education and Training
other
References
References available upon request.
Timeline
Customer Service Representative
Clean Choice Energy
05.2024 - Current
Mental Health Counselor
Top Choice
01.2023 - Current
Customer Service Representative
Home Depot
11.2021 - 05.2024
Credit Analyst
FES
01.2020 - 11.2022
Collections Agent
Toyota Financial Services
07.2016 - 01.2020
Technical Support & Customer Experience Supervisor
Verizon Wireless
03.2007 - 06.2016
Universal Customer Service Representative
Verizon Wireless
11.2005 - 03.2007
DLA-20 Functional Assessment Training
University of Maryland, Baltimore
Domestic Violence
University of Maryland, Baltimore
High School Diploma -
Glen Burnie SeniorHigh