Tracy Thomas Poczynski

• Provided assistance and expertise to customer care representatives, ensuring accurate and efficient service delivery.

• Conducted supervisor calls and followed up on complex cases to ensure resolution.

• Participated in the training and development of new customer care representativers.

• Reported progress, test metrics and results to project stakeholders.
• Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process..

• Evaluated system functionality, performance, and reliability.

• Managed inquiries and provided support for mass payout clients.

• Conducted KYC processes and resolved international payment issues.

• Trained business teams on best practices and updated procedures.

• Provided support to customers via phone, email, and chat in English, Spanish, and Portuguese.

• Resolved a wide range of issues related to payments and technical challenges.

• Maintained high customer satisfaction by delivering personalized assistance and effective solutions.

• Logged call information and solutions provided into internal database.

• Demonstrated strong multitasking skills, balancing responsibilities such as answering phone calls, greeting guests, and updating reservation logs simultaneously.
• Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience..
• Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.

• Enhanced cultural exchange experiences by sharing customs, traditions, and native language with host family members.
• Developed bilingual abilities in Spanish, English and Hebrew through immersive conversation and activities.
• Managed daily schedules effectively, ensuring punctuality for school drop-offs and pick-ups as well as extracurricular activities.

• Adhered strictly to data protection guidelines, ensuring that the confidential information of customers was treated with utmost respect and diligence throughout all interactions.
• Improved first-call resolution rates through thorough research of complex cases before escalating them to higher-level support teams.
• Provided empathetic assistance to distressed customers, demonstrating genuine concern for their needs and fostering brand loyalty..

• Facilitated international cooperation and communication between the IDF and foreign military entities.

• Coordinated joint training programs and events.

• Managed and maintained diplomatic relationships with foreign representatives.