1. TracieN. Gooch
214-284-6186
tracie.gooch@yahoo.com
Professional Summary
Qualified customer service representative with10 plus years in fast-paced call center environments.
Personable and professional under pressure versed in customer support in high callvolume
environments. Superior computer skills & telephone etiquette exceptional communication skills
adhere to policies & time management. Motivated customer service specialist with retail experience
in a fast-paced, team-based environment. Driven to exceed sales goals and build long term
relationships withcustomers. Delivers positive experiences through high-quality customer care.
Qualified in customer service, strong customer relations, positive friendly people-oriented, creative
problem solver & quicklearner.
Skills
 MS Windows & Microsoft word
 Types 35 WPM
 Cash handling and management
 10 key
 AvayaSoftware knowledge
 Accounting
Capital One Bank July 2013-Current
 Assisting High Value Customers with all banking needs such as balance, transaction history,
transfers, online banking, closing accts,file fraud claims, interest paid, fax statements, &
release of authorization with merchants.
 Changing banking forgood with one call resolution by relating to customers to make their
banking experience like no other. Recommend products that may assist the customer have a
better banking experience.
 Ability to workin a dynamic and fast-paced environment. Described product tocustomers
and accurately explained details and care of merchandise. Providedan elevated customer
experience to generate a loyalclientele. Answered product questions with up-to-date
knowledge of sales and store promotions. Helped drive sales goals and achieve monthly
quotas.
CCCS ofGreaterDallas Feb 2010-July2013
As a housing mortgage specialist and debt counselor with CCCS I was able to recommend
the correct modificationor debt management plan forpromising solutions. With extensive
knowledge of housing, money management, secondary market transactions, and mortgage
under writing. I am able to incorporating this knowledge by assisting consumers withdebt,
mortgage underwriting, collectionpolicies practices and assistance programs.

2.  Recommended loan approvals and denials based on customer loan application reviews.
 Adhered to all federal and state compliance guidelines relative to retail mortgage lending.
 Maintained friendly and professional client interactions at all times.
TheHomeDepot March2008-Feb2010
Performdaily bank and account reconciliation,cash receipts, billings, purchase order/inventory
verification,charge-backs, rebates, and preparation of daily bank deposits Manage cashiers and
reconcile cash drawers. Knowledge of accounting and auditing principles. Streamlined bookkeeping
procedures to increase efficiency and productivity.
 Entered financial data into the company accounting database to be verified and reconciled.
Earned management trust by serving as key holder, responsibly opening and closing store.
 Handled daily heavy flow of paperwork and cooperated with the accounting departments
on invoicing and shipping problems. Monitored cash drawers in multiple checkoutstations
to ensure adequate cash supply.
Education
Grand Prairie High SchoolAug 1998-May 2001
Accomplishments
Earned highest marks for customer satisfaction, company-wide.Up-sold products and motivated
customers to upgrade current product plans. Professionally processed 80+ calls per day, providing
information and service to ensure customer satisfaction. Top sales banker 2013, 5 stars oncustomer
satisfaction surveys 201-2013, 100 QA calls 2013, and Top customer service banker forthe quarter
2013, Maintain top banker on PIscore board April-Nov 2013. Assisted withnew hire training due
to being a top performer.