Tracy Wright, Mba Email & Phone Number

Houston, Texas, United States

Houston, Texas, United States

Dedicated to helping people create health one healthy habit at a time! Don't just survive...thrive!

Cincinnatti, Ohio

Greater New York City Area

Selected by the SVP & President of Avon, North America to lead the Avon Representative Service Model Transformation to modernize and substantially improve Avon’s interaction with its millions of Representatives. The end result will streamline sales/order processes and increase business.Managed project teams and SMEs to ensure proper engagement with SMT core team and Market Business owners.Played key liaison role with Market Leadership and SMT Leadership teams to foster progress, resolve issues and facilitate tough decision making processes.Collaborated with Market Leadership to envision Avon post Service Model Transformation. Negotiated with Market Leadership and project leadership to determine appropriate implementation strategies, tools and assess potential negative impact to corporate sales.Negotiated resources to move the project forward as well as planned and socialized potential resource decreases post implementation.

Cincinnati, Ohio Area

Directed complete strategic and operational leadership of Avon’s North American Representative and Customer Care. Managed 1000-1600 staff in the US, Canada, India, Mexico, Columbia and Manilla.Oversaw the eventual consolidation of 3 Customer Care Directors, Operations, Strategy and outsourcing, to single leadership, realizing significant cost reduction and enhanced focus.Through strategic vision to reduce contact volume and outsourcing strategy, reduced budget from$70M in 2007, to $28M in 2013 while maintaining quality and improving service levels.Created Customer Care footprint in the organization through imparting relevant data through the “voice of the customer” and creatively exploring beyond bounds of traditional Customer Care to assist the organization in reaching its goals. Key Career Achievements:Demonstrated success in directing and executing multiple contact center consolidations, on-shore and off-shore outsourcing and home agents Championed and implemented a home based agent program with 50% of agents working from home that increased productivity and reduced attrition. Early adopters, beginning in 2001 and Winner of Avon’s President Award.Dynamic speaker and powerful presenter. Extremely effective in communicating and educating Senior Level Executives to create change to processes and policies for the greater good of the organization.Successful in presenting Customer Care as a true strategic partner and value added part of the organization vs. simply cost center. Proactively partnered with sales, marketing and supply chain to provide customer information, add to sales, retention, diagnose issues, reduce work on District Managers and celebrate successes. Brought the voice of the customer alive by using tools to segment calls and emails specifically related to individual departments.

Cincinnati, Ohio Area

Master Of Business Administration - Mba

Master Of Business Administration (Mba), Business/Commerce, General, 3.8

Activities and Societies: Member of Beta Gamma Sigma (academic honors society)Executive MBA course allows for opportunity to learn.

Bachelor Of Science (Bs), Psychology