Tracy Reese

The customer experience has driven my seventeen-year career at State Farm, whether my role was customer facing or support. Since March 2013 I have been a Customer Interaction Review Specialist - Quality Assurance. State Farm's Customer Care Center for Sales collectively handle an average of 60,000 customer interactions per week enterprise-wide. As a "CIR Specialist," I maintain extensive knowledge of sales policies, processes, and systems to evaluate, identify trends, and provide actionable feedback to the Customer Care Center Sales management team. The input is, in turn, utilized for performance management and to assist with the development of Sales representatives to promote behaviors that enhance the customer experience, leading to Auto and Fire product growth which averages 5,000 bound policies weekly. The position requires a thorough understanding and support of the companys goals to meet or exceed service level objectives. Intentional collaborative efforts between Quality Assurance and Sales require strong communication skills, adaptability to ever-changing customer needs, objectivity, along with a host of other competencies. Effective leadership skills and ability to successfully transfer knowledge has allowed me to become a subject matter expert. As a result, facilitating virtual training for new hires and reskilling representatives became a welcomed responsibility. The objective of the training is to help the new "CIR Specialist" learn the role, gain efficiencies and work independently. I have also functioned in a leadership role at Victory World Church since October of 2010 allowing me to enhance my people development skills by helping people from diverse backgrounds navigate through an array of personal challenges. My personal development includes but is not limited to, pursuing a B.S. in Psychology at Georgia State University, and a recently acquired certification as an Enterprise Trainer from State Farm Insurance.