Tracey Ochs Email & Phone Number

Wyomissing, PA

• Lead the efforts of staff consisting of 8 employees, managing the comprehensive order entry process for all markets nationwide.
• Deliver reports on key performance indicators related to all service level agreements including elapsed time from order receipt to entry and out the door.
• Review and scrub orders to ensure accuracy and validity from sales contract, pricing, package bundling and the handoff to the Service Delivery Team.
• Manage a diverse team with responsibility for staffing and hiring, terminations and executing Performance Improvement Plants (PIPs) as needed to drive increases in performance.
• Work in collaboration with Vice President’s and CEO’s to resolve 2nd and 3rd-level customer escalations in a timely, professional manner as needed.
• Serve in a key Director-level back-up management role during times of management absence.

Wyomissing, PA

• Managed staff consisting of anywhere from 6 to 14 employees responsible for the installation process for multiple markets nationwide, providing staff supervision that ensured that daily scheduling met defined metrics.
• Delivered accurate daily reports on metrics for SDC’s including but not limited to revenue, customer requested due dates (CRDD), % Post Pcoord met, amount of calls taken, missed calls, % on time performance, CNR to.
• Led in terms of the staffing level and hiring or employee and performance management, providing training that drove increases in both individual and team performance.
• Served as the back-up Senior Manager and at times in a Director-level management role during time of their absence.
• Resolved 2nd and 3rd-level customer escalations, working directly with customer CEO’s and owners to ensure timely resolution.
• Played a key role backing up the project manager for the Cbeyond Telecom Project that had a contract to install 3,000 Conversion orders within a 1-year timeframe, providing constant reporting on project status to.

Wyomissing, PA

• Project Coordination Team Lead, (2004 – 2007)
• Supervised staff consisting of 12 employees, overseeing the comprehensive installation processes of orders within the Southeastern markets.
• Maintained open lines of communication of Sales, Sales Support, Agent Channel, Operations (Field, C/O and NAC) in addition to the Data Group and Customer Care (PERT) to resolve order issues and escalations.
• Served as the first-level of escalation contact for Project Coordinators, assisting in the resolution of customer service issues with the goal of maintaining high levels of customer satisfaction.Project Coordinator.
• Completed order entry on all orders including all markets in our region, populating all software systems including TBS, SIMs, IPS, Linx and IOM.
• Worked in a highly accurate manner that delivered an error rate below the maximum allowed XO metrics standards.