Tracey C. Email & Phone Number

Canada

Supporting TD Bank Finanacial Group - Direct Channels/Phone Channel Business Shared Services and Technology Solutions team with strategic consulting, industry best practice design consulting. Designing and implementing customer experience strategic solutions across multiple platforms. Design, implementation, and change management specialist. Technology and Vendor evaluation and relationship management consulting.Acting as the liaison between business and technology and supporting both organizations.Customer experience, OMNI Channel Solutions, Voice Biometrics, Speech Recognition, IVR, Voice and User Interface (V/UI) design, persona development and voice talent coaching.CCaaS Vendor Workstream lead.

Toronto, Canada Area

A team of professional service providers focusing on:Technology and Business Contact Centre ConsultingInbound (IVR) and Outbound (Dialer)Voice BiometricsOMNI Channel SolutionsPersona and Voice Talent CoachingUsability TestingLeadership and Team DevelopmentStrategic Planning, Research and AnalysisMergers and Acquisition PlanningProgram, Project Execution and ManagementCreative Problem-Solving and Solutions ManagementPlanning and BudgetingTraining and Education Planning and Delivery

Oakville, Ontario

- Providing volunteer time supporting the planning and execution of fundraising events. - Providing social media advice and support

Toronto, Canada Area

Supporting the Enterprise Technology and Contact Centre Capabilities teams with strategic direction, best practice and industry standardization, designing and implementing customer experience solutions across multiple platforms. Design, implementation, and change management specialist. Technology and Vendor evaluation and relationship management consulting.Acting as the liaison between business and technology and supporting both organizations.Customer experience, OMNI Channel Solutions, Voice Biometrics, Speech Recognition, IVR, Voice and User Interface (V/UI) design and persona development.

Practice Leader for North American Automated Customer Experience Technical Delivery Directs and leads the Professional Services Sales and Delivery organizations across the Americas International Region. Servicing Fortune 500, Large and Medium sized Enterprise customers.- Provide leadership, skills development, coaching, and support to a team of Solution Architects, Speech Scientists and System Integrators responsible for designing, developing, and implementation of customized inbound and outbound contact center solutions- grew the Self Service North American Sales & Delivery P&L from $400K to $20 million over 5 years - customer service and customer experience champion - sales interface with clients and partners, to develop and close new and existing business opportunities.- build and maintain trusted advisor relationships- extended team leadership of off-shore and Center of Excellence operations for development and quality assurance resources- provide vision and thought leadership to offer management and business operations.- provide project and program management oversight and guidance to the PMO.- developing and executing strategic sales and revenue plansClient List Example: Bank of America, Cox Communications, Scotiabank, Paychex, Manulife Financial/John Hancock, RCI, Long Island Railroad, VIA Rail, Delta Airlines, MetroNorth Rail, US Federal Government, Telus, Bell.Avaya was an Enterprise Networks spin off of Lucent Technologies in 2000.

Multiple positions, developer, UI designer and architect, team lead, manager, project manager related to contact center and outsourcing services.TKM was acquired by Lucent Technologies in 1998.

Multiple positions including application development, UI designer, project management, technical solution architecture for the launch of RBC's Telephone Banking global platform.

Consumer Studies

Computer Systems Engineering

Education record

Activities and Societies: Leaders for Growth Franklin Covey First Things First Franklin Covey 7 Habits of Highly Effective Leaders.

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