Tracee Buick, Capm Email & Phone Number

Greater Atlanta Area

Currently pursuing next professional adventure in the Project Manager space, this Certified Associate of Project Management specializes in helping smaller organizations as well as Fortune 100 corporations achieve their strategic goals of market dominance by leveraging technical knowledge, business acumen and superior communication skills. Demonstrated a tenacious work ethic by urgently taking the initiative, nurturing cross-functional relationships and achieving as an independent contributor and team member. Unique professional brand features a proven ability for deep insights gained from a broad and eclectic professional history.Specialties: Connected Car Technology, Telecommunications, Project Management, Technical Support, Systems Analysis, Geographic Information Systems, Technical and Customer Support (frontline and operations), Training & Development and Banking Operations.

Greater Atlanta Area

Managed up to 6 projects concurrently to track resolution of computerized driving system issues for customers. Escalated system outages to Incident Management team and maintained ownership of issue. Communicated with internal technical and executive support teams to resolve configuration, connectivity, and software issues impacting avg of 60 internal agents and 200 customers.CUSTOMER SUPPORT OPERATIONS ONBOARDING & TECHNICAL SUPPORT: Delivered technical support, training, research, and system access for 90 internal operations teammates and management. Monitored/facilitated access account setup and oversaw onboarding of 800+ vendor employees across 15 call centers.RESOLUTION TIMES IMPROVEMENT: Developed processes, built/maintained relationships throughout organization, and partnered with internal technical and executive support teams to overcome internal workflows and processes impacting customer service. In 9 months, instrumental in driving issue resolution times from average of 4 days to 3 hours.OUTBOUND DIALER PROJECT MANAGER: Took charge to develop subprojects for Genesys phone system outbound dialer feature. Defined customer/agent impacts, gained support of Marketing and Training, created UAT scenario and test cases, set up test workstations, analyzed reporting data, and adjusted testing. Outboard dialer feature currently being rolled out to 700 agents.CUSTOMER ACCOUNT SETUP: Took charge to ensure new customers were set up correctly in system. Monitored/collaborated with internal application administrators to create new accounts across multiple systems to support specific customer services.KNOWLEDGE BASE / SELF-SERVICE INSTRUCTIONS: Developed written documentation instructing end-users on routine support-related processes to promote self-sufficiency. Lowered ticket escalations by 20%. TRAINING IMPROVEMENT: Generated support documentation and reduced team training from months to one month.

Greater Atlanta Area

Tracked/managed status of multiple simultaneous Field Customer Support operational initiatives. Extracted/documented PMO meeting action items, distributed to entire team, monitored/updated progress, and generated team and management status reports. Partnered with internal teams and end customers to integrate, test, and ensure quality of new products and services.PROJECT PRIORITIZATION: Prioritized ongoing efforts and timelines based on importance of initiatives and available resources, service level support, training, and current management focus.PMO AGENDA DEADLINES: Developed proposal and convinced all PMO team members to support agenda content deadline for scheduled meetings ensuring meeting information was up-to-date and informed decisioning.DEPARTMENT RE-ORGANIZATION SUPPORT: Documented workflows and effectiveness of teams, and developed recommendations for new team structures to support management in 2 department re-organizations.

Atlanta, Ga

Took charge of mobility customer system issues and escalated to IT/Telephony support teams. Monitored real-time KPIs of 120 internal and vendor onshore/offshore call centers, identified possible risks, and initiated action to avoid/mitigate/resolve customer service performance failures. Generated real-time and ad hoc reports related to troubleshooting and performance management.URGENT ISSUE RESOLUTION: Quickly escalated high-profile systems issues and owned issue through resolution. Informed internal stakeholders and leadership of impacts to call centers and customers and technical support team actions.WIRELESS & WIRELINE OPERATIONS MERGER: Appointed to wireless team to support proposed merger between wireless and wireline Command Center Operations. Became subject matter expert on wireless team regarding wireline business.PROFESSIONAL DEVELOPMENT MENTORSHIP PROGRAM: Proactively completed company technical courses, including SaaS, LTE, and others, and applied for/accepted into Professional Development Mentorship Program. Paired with internal executive and participated in professional growth activities. One of only 9 Atlanta-based personnel to complete program.

Marietta, Ga

Prepared/synthesized raw data into customer financial records with MS Office Suite (Word, Excel, Access) and Crystal Reports. Documented processes. Validated accuracy of data. To support monthly closeouts, worked late on last day of month until all client files were processed and transmitted. Supported clients Focus Receivables Management, Inc., and Arch Chemicals, Inc.

Construction Ready, Construction

Bachelor Of Science (B.S.), Computer Information Systems

Activities and Societies: Association for Systems Managers, Student Chapter Treasurer Phi Beta Lambda Competed and placed in State.