Tracey Kirkpatrick Email & Phone Number

London Area, United Kingdom

Amsterdam Area, Netherlands

• Spearheaded to relocate and reinvigorate, transform and expand the underperforming Professional Services European team specialising in tax compliance and business-to-government reporting solutions. Undertook deep-dive.
• Directed the restructuring of teams in Amsterdam, London, and Istanbul, established cohesive teams, transition and expansion to low-cost locations in Lisbon; building teams to deliver diverse product portfolios.
• Led the establishment of a new Lisbon support team, aiding in recruiting, onboarding, and training staff, including a Team Manager, to better service the EMEA accounts and attain a 10% customer satisfaction rating.
• Innovated track and report processes to identify root case of non-billable time. Rolled out globally, secured $1m product investment, and significantly increased billable utilisation from under 40% to over 70% to.
• Established the European Sales Engineering Team, delivering robust scoping and solution desk processes to enable standardised estimates and SOWs to reduce turnaround time by over 50%.
• Encapsulated automated client metrics across Salesforce to deliver consistent high-level presentations and reports for Project Managers to enhance with specific client narratives. Show less

Washington D.C. Metro Area

• Undertook accountability for consolidating and managing three regional divisions into a newly established global client and customer service operations. Established and monitored key performance indicators (KPIs).
• Introduced quality assurance in order processing, billing and invoicing, reducing credit notes by 23%.
• Transitioned high-volume transactional work to a newly established 24/7 team in India, reducing costs by 40% and improving customer satisfaction by 10%.
• Recruited multi-lingual agents to enable improved communication with French clients.
• An integral player in the global transition to SAP, leading the system data migration to align with project launch dates.
• Coached, developed and mentored internal talent, comprising 4 Managers, 5 Team Leaders and a newly appointed Director. Show less

Washington D.C. Metro Area

• Following acquisition relocated to America to support the integration of a newly created software division to deliver first-rate technical support to enterprise customers. Managed the day-to-day operations, delegating.
• Led the integration eight legacy call centre resources into the software support team; enhancing product support knowledge sharing that improved aligned product offerings and customer preferences.
• Onboarded a new overseas team, providing 24/7 “out of hours” product support to improve customer experience and improve critical resolution times by 50%.
• Improved internal processes, policies, and SLAs, reducing customer response times by 12%.
• Directed a 15% headcount reduction programme as part of lean operations with zero impact on customer services and increased tNPS by 60% YoY.
• Recognised by Omega Northface Scoreboard Award for the creation of an award-winning support organisation based on customer feedback. Show less

Kent, England

• Promoted following acquisition and given responsibility to create a unified EMEA technical support department of 15 staff from 3 former organisations. Streamlined technical support operations and created a new team in.
• Appointed to create a net new QA department with 5 staff and oversaw testing on desktop, server and mobile applications for major and minor product releases; implemented quality processes and standards; direct contact.
• Appointed to create a net new QA department with 5 staff and oversaw testing on desktop, server and mobile applications for major and minor product releases; implemented quality processes and standards; direct contact.

Kent, England

Kent, England