Traycee Roberson is seeking a Quality Assurance Specialist role at LinkedIn to utilize her experience delivering excellent customer service and creating performance metrics and standard operating procedures. She has over 10 years of experience in customer support roles, most recently as a Customer Support Representative at LinkedIn, and has a history of mentoring others and improving processes. Roberson holds certificates in social media strategy, customer service, and holistic health and has nearly completed an Associate's degree in business marketing.

1. 614 Warrington Ave, Redwood City, CA 94063 • 760-688-6302 • troberson@linkedin.com
Traycee E. Roberson
Customer Support Representative at LinkedIn
Objective
Seeking to further my career at LinkedIn by offering my skills and experience as Quality Assurance
Specialist
Summary
I understand the significance and value of delivering top-notch customer service in order for a
company to be successful. I also know that in order to deliver quality customer service, you must
have standards and metrics in place. During my time in various management and leadership roles,
I have had the opportunity to learn and excel at creating and maintaining KPI’s and performance
metrics for process improvement. I have also written SOP’s as well as coached and trained to those
SOP’s for better performance. I know the importance of being consistent in maintaining a high level
of service to my customers. I would love to bring all of these skills to the role of Quality Assurance
Specialist. For more, please visit me at http://www.linkedin.com/in/trayceeroberson on LinkedIn!
Experience
10/2008 – 07/2011 LinkedIn Mountain View, CA
Customer Support Representative [07/2011 – Present]
• Consistently deliver quality customer service
• Consistently ensure that the customer doesn’t just have the answer, but, the right answer for
resolution
• Maintain a sense of urgency when answering tickets
• Recently advanced to the Premium queue to participate in our new pilot program: quality over
quantity
• Passion for the product and the company and a willingness to go that extra mile to ensure
company success
10/2008 – 07/2011 World Centric Palo Alto, CA
Customer Service & Social Media Strategist [02/2009 – 07/2011]
Customer Service Associate [10/2008 – 02/2009]
• Consistently and positively resolve all escalated customer service issues and concerns
• Serve as trainer and mentor to Customer Service Associates by providing support, guidance,
counseling and education
• Proactively identify, create and implement strategic plans for process improvement to increase
customer satisfaction and online retail sales including:
o Create and maintain KPI’s for
tracking online retail sales, average sales per transaction, new account sales,
website hits
tracking calls using data from Fonality ACD and CDR reports to identify and
troubleshoot problem areas, determine call volume and ASA, identify key call
times in which support is needed, identify average reasons for calls to help
reduce number of preventable calls and increase efficiency
tracking customer case/email volume
determining cost per contact and agent utilization
o Create and maintain social media strategy and metrics tracking for Twitter, Facebook,
LinkedIn and other social media niche sites.
o Create and maintain numerous email templates to effectively and positively resolve
customer service questions and concerns
o Create and maintain SOP/Training binder for all Customer Service Department
operations and Lead/New Account Set Up
o Create and maintain an efficient and organized system for Company Donations
including quarterly tracking
o Create and maintain an efficient system for organizing and ordering office supplies
including quarterly tracking as well as upholding high sustainable and environmental
standards
• Actively participate in meetings to discuss and promote KPI’s and any pressing issues
• Serve as support to marketing by writing, distributing, and provide tracking for Press Releases
for all company events
• Uphold high sustainable and environmental standards in every action made in the business

2. 614 Warrington Ave, Redwood City, CA 94063 • 760-688-6302 • troberson@linkedin.com
04/2004 – 09/2008 DJO Inc. Vista, CA
Customer Care Coordinator II [09/2006 – 09/2008]
Customer Care Representative [04/2004 – 09/2006]
• Served in a leadership role in mentoring and guiding the customer care staff to reduce errors
and by empowering them with knowledge of day-to-day activities and exceptions in daily
proceedings
• Participated in numerous meetings and multiple Kaizen Blitzes to improve product quality,
eliminate waste, increase profitability, and streamline operating procedures
• Helped develop a new standard operating procedure for our custom brace returns process that
reduced the number of returns due to quality issues by 10% as well as increased revenue
• Served as the sole direct contact between the customer care department and all other
departments in the company such as manufacturing, distribution, marketing, accounting,
insurance, and the international department
• Coordinated and expedited special orders and custom bracing orders
10/1996 – 04/2004 Barnes & Noble Booksellers Inc. Oceanside, CA
Assistant Manager [07/2000 – 04/2004]
Department Manager [04/1999 – 07/2000]
Supervisor [10/1996 – 04/1999]
• Consistently met customer service shop plan, payroll plan, and sales plan in a $10 million dollar
store
• Developed action plans, goal plans for better performance, monitored personnel files, and
conducted annual performance reviews for Bookseller improvement
• Consistently exceeded operational standards
• Consistently kept open communication with Staff, Management, and Home Office personnel
concerning all operational and human resource issues
Education
01/2011 – 03/2011 Social Media Magic University Palo Alto, CA
Social Media Strategist Certification
Focus on establishing and maintaining positive relationships with current customer base, creating
new leads, expanding B2B and B2C customer base, establishing and maintaining positive presence
in the market, increasing and maintaining positive brand awareness and exposure
02/2010 - present Penn Foster College Scottsdale, AZ (Online/Degree Study)
Associate in Business: Marketing
Principles of management, marketing, research, law and accounting for business
03/2005 - 06/2005 Customer Service Academy Vista, CA
Certificate of Completion
Focus on customer appreciation, team building, problem solving, mastering communications,
managing change, business ethics and values, and time management
01/1999 - 01/2001 Holistic Life Institute of Learning Modesto, CA
Holistic Health Practitioner Certification
Focus on the health and well-being of individuals through a “whole” approach to healing the body,
mind and spirit
Computer Knowledge
Skilled in CS Tools, Right Now, CATO
Proficient in Word, Excel, PowerPoint, and Outlook as well numerous other apps related to social
media site improvement and tracking
Previous experience with NetSuite, JDE World ERP, JDE OneWorld, POS system, PeopleSoft
Type 75 wpm