Tracey Gerdeman Email & Phone Number

Byron Center, Mi, Us

Byron Center, Mi, Us

Caledonia, Mi, Us

Interact regularly with executive team and individual department heads to ensure that company’s operational priorities are aligned with total company direction. Continually investigate and introduce process improvement measures and present suggestions to Chairman of the Board for consideration. Participate in vendor negotiations to ensure product relevance and cost-efficiency.

Burlington, Ma, Us

Supervised duties of 40 technicians handling more than 500,000 lines, ensuring that client needs are met while budgetary constraints are maintained. Improved and implemented processes and procedures and rewrote corresponding documentation. Coordinated with directors and vice presidents on a daily basis to ensure teams worked in tandem. Shared vast technical knowledge with staff to optimize customer service and assistance. Coached 2 managers to create consistency among management team. Key Achievements: Management excellence led to 43% increase in department productivity with 10% decrease in budget. Instrumental in design and enhancement of Repair Trouble Management System, from initial brainstorming for improvements with management and technicians to testing, documenting, and fully implementing new processes that lowered consistent open ticket volume from 2,000 to 500. Received award for dedication to clients, as well as gratitude of customers whose expectations were exceeded.

Monitored and motivated repair department team to meet objectives set by senior management. Communicated with clients escalated to management level, at times becoming primary contact. Established acceptable standards for ticket volume and ticket prioritization. Wrote and implemented procedures for organizing, controlling, and assessing troubles in queues. Analyzed processes and best practices within and outside of the repair organization. Reviewed and updated department policy documentation. Created presentations to communicate department changes to the repair department and the company. Key Achievements: Coordinated implementation of a process to pull monthly Local Exchange Routing Guide information necessary to update switches and run scripts in a timely fashion. Quickly learned all responsibilities and technical issues of several diverse groups, including Networking Routing Translations, Technical Support, Voice Repair, and Data Repair.

Maintained the highest level of customer service for over 200 major accounts and over 80 retail sales locations. Sold and educated customers of paging/cellular equipment, coverage, cost, and features. Provided sales support, problem solving and programming of equipment for Major Account Representatives and Outside Sales Representatives. Actively took on the role of liaison between Corporate Communications and our Outstate office. Trained and updated office staff on billing system enhancements, price changes, and customer service resources. Shared responsibility for billing completion of over 1000 retail sales contracts per month along with daily billing transactions. Developed tracking methods to better monitor paging inventory. Responsible for updating and maintaining a detailed billing database for Steelcase Inc. Assisted in pager clinics at various business accounts, to upgrade pagers, sell products, and strengthen professional relationships with accounts.