Tracy Molnar Email & Phone Number

Tucson, Az

Held responsibility for frontline team, delivering on critical KPI’s for the customer and overall success of the business.• Part of a launch team for new customer relationship management tool.• Collaborated with other supervisors to improve the monthly scorecard providing definitions for each area.• Participated in documenting process improvements.

Tucson, Az

Responsible for the strategic planning and delivery for the accounting customers with systems or new product support needso Developed overall budget for in house and outsourced resources o Develop support mechanisms to improve the customer experience with new productso Partner across the service, sales and support organization to focus on creating a customer care cultureo Partnered with Vendor Management office to create statemenent of work and Operations Manual for the outsource parntero Delivered employee engagement scores of 94% across the combined systems teamo Successfully planned and delivered re-alignment plan for both the frontline and leaders within the systems group

Tucson, Az

Service Delivery ManagerResponsible for planning and delivering day-to-day operations for ProSeries and manage team of frontline coacheso Managed team of up to 12 frontline coaches and 200 support agentso Met or exceeded year over year customer experience goalso Partnered with the Assistance and Escalation manager to develop and maintain vendor relationships to achieve customer goalso Worked with the sales and development teams to drive for an improved and consistent customer experience in new productso Effectively worked with development to resolve product issueso Provide input to strategic planning and effective resource utilizationo Carefully monitor expenses to meet budgeto Drove consistently higher employee engagement scores year over year

Tucson, Az

Project ManagerSuccessfully planed, executed, and contributed to several successful ProSeries projects to improve the customer or agent experience; partnered with Program Management Office to plan and execute on organizational level initiatives o Successfully planned and executed on season planning projecto Delivered on plan for two high level projectso Additional support options for out of scope support services  Hardware/software advanced support Tax Research assistanceo Drove engagement across the frontlines by implementing continuous improvement programs

Orlando, Florida Area

Successfully planned, executed, and delivered high results for brand new facility in order to provide exceptional service for our customers during the 2006 tax year.o Involved in project planning for launch and support of new Intuit locationo Managed 4 coaches and 80 frontline agentso Adjusted coaching methods to leverage strengthso Improved quality metrics week over week to meet or exceed other sites

Tucson, Arizona Area

Responsible for on-boarding, training, and development of seasonal and full-time coaches as well as frontline agentso Managed retention, performance and coaching calibrations to ensure consistent skill development and payout treatmento Decreased the amount of ramp up time from 8 to 4 weekso Managed agent team from on-boarding to exceeding goals within 5 weekso Trouble-shot outsource agents deficiencies and facilitated correctingo Partnered with Human Resources to design and deliver new coach trainingo Instrumental in ramp up efforts for the Tucson locationo Exceeded goals for frontline team

Tucson, Arizona Area

Analyzed, developed and delivered training for Financial Institutions downloading into Quicken and QuickBooks