Tracie Sizer Email & Phone Number

Omaha, Ne

Lincoln, Nebraska

Responsible for leading a team of Operations Consultants. Collaborative function within the center to tie all aspects of daily operation. Oversee financials, safety, employee engagement, quality, and facilities.-Partnered with Human Resources and Vendor, Lee Hecht Harrison, to assist over 300 employees transition to other roles inside and outside the organization-Oversaw all facilities impacts, such as work order requests, as well as working with area facilities on capital budget planning. Manage regulations for center to ensure compliance with all OSHA, State, and Federal Laws-Oversaw Loyalty and Go to Market for the Center in partnership with field and headquarters teams-Lead the enterprise in customer experience metrics

Lincoln, Nebraska Area

Responsible for leading a team of 5 Customer Experience Analysts and providing detailed analysis of calls to improve overall customer experience, efficiencies, repeat calls, and cost metrics.-Improved customer experience results moving Lincoln from #17 to #1 in the Enterprise -Enabled stakeholders to identify behaviors and effectively coach employees to positively impact results.-Developed a point of contact program which also served as a development opportunity for employees pursuing careers in leadership.-Launched a new recognition program “Call of Fame” that also serves as a training tool-Partnered with Headquarters and Area teams on Revenue Growth Incentives-Created center initiatives focused on customer loyalty and churn reduction. -Partnered with leadership and successfully reduced broken promises to customer by 65%.-Consistently exceeded project deadlines-Enhanced the culture of the center. In 2015 we were named Lincoln’s Best Large Company to Work, up from #3 in 2014.

Lincoln, Nebraska Area

-Streamlined return to work process ensuring employees were re-acclimated into the business-Maintained communication to stay abreast of the return status for employees out on STD/LTD-Coached and developed employees through weekly / ad hoc coaching sessions-Retained 94% of employees through completion new hire training -Introduced new training strategies that resulted in a 300 second reduction in average talk time

Lincoln, Nebraska Area

-Selected as Interim Associate Director-Leading or performing in all metrics under the performance agreement

Lincoln, Nebraska Area

Led a team of Customer Care Specialists / Advocates in the call center to ensure great service for our customers. Served as a role model and advocate for the team and their job growth. Coordinate the team’s time spent helping customers and troubleshooting. Identified process improvement opportunities by monitoring employee-customer interactions. Managed call volume through online reporting and analysis.  -Selected for and successfully graduated from Associate Director Leadership program -Leading or performing in all metrics under the performance agreement

Lincoln, Nebraska Area

Led a team of 14 Licensed Property / Casualty Insurance agents in the service center to ensure great service for our personal line policy holders.

Master Of Arts (M.A.), Management

Bachelor Of Arts (Ba), Communication And Media Studies