Tracy Albert Email & Phone Number

Redmond, Washington, Us

Plantation, Florida, Us

Since August 2021, I have had the privilege of leading the Operational Excellence program for Chewy Customer Service from our Bellevue, WA, office. My role involves pioneering the development and leadership of initiatives aimed at contact reduction and process optimization. I've established and maintained robust cross-functional collaborations with our Finance, Workforce Management, and Data Analytics teams, ensuring we achieve our operational goals sustainably and consistently.A key aspect of my role has been embedding Lean Six Sigma practices within the organization. This was achieved through launching Kaizen events aimed at waste elimination and conducting Gemba walks for in-depth process inspection. I've also been responsible for creating and maintaining a comprehensive infrastructure for tracking and reporting on continuous improvement projects. This includes a dynamic delivery and reporting portal, along with methodologies for capturing contact volume rates and project delivery impacts.Under my leadership, our team successfully completed over 30 projects, surpassing the C-suite’s contact reduction goal by 12%, which resulted in $10.6 million in savings and a total contact reduction of 1.4 million against a target of 1.2 million. My efforts in driving defect reduction initiatives, particularly in collaboration with the Autoship and Delivery product teams, contributed to a significant contact reduction of 951K. I revitalized our team's capability and performance by managing out underperformers and recruiting three highly skilled Lean Six Sigma black belts. Additionally, the launch of a Gemba program and a Kaizen initiative under my leadership embedded a Lean culture within our customer service organization, leading to tangible process improvements and cost savings.

Seattle, Wa, Us

In my tenure as Director of Process Solutions at Expedia Group in Seattle, WA, from January 2020 to August 2021, I led the deployment of scalable process solutions across the company, working closely with a team of Lean Six Sigma Black Belts (LSSBBs). My role focused on significantly enhancing revenue, productivity, and quality, aligning closely with our corporate goals. I managed the daily operations of a diverse team, focusing on the continuous assessment and improvement of business processes to drive efficiency and effectiveness across the organization.One of my key achievements was pioneering a comprehensive reorganization of the airline support team, which streamlined operations by eliminating non-value-added processes and implementing a CRM system. This initiative not only improved product delivery and customer service metrics but also led to a high-impact Senior Leadership Kaizen event. This event revised our organizational design, identified and eliminated inefficiencies, and crafted a streamlined organizational structure, optimizing skill set utilization and minimizing operational defects.

Seattle, Wa, Us

As the Senior Program Manager of HR Research Science at Amazon.com, my role from April 2019 to January 2020 involved spearheading the development and implementation of the Quality of Hire metric. This initiative focused on evaluating and enhancing Amazon's hiring process to align with the company's goal of improving talent acquisition quality. My responsibilities included conducting comprehensive statistical analyses to identify aspects of the recruiting, talent assessment, hiring, and onboarding processes predictive of successful employee performance.

Seattle, Wa, Us

In this role, I led the delivery of operational excellence programs across 18 call centers in seven countries, leading a robust team of 58 Lean Six Sigma practitioners. My leadership fostered a culture of customer obsession and continuous improvement, impacting over 40,000 Customer Service Agents. I pioneered the development of Amazon’s inaugural all-virtual customer service center Continuous Improvement program, adapting LSS tools and methodologies to excel in a remote working environment.

Seattle, Wa, Us

As a Customer Service Manager, I directed a specialized team of twenty associates in a "search and rescue" role, addressing challenging customer issues with efficiency and care. I integrated Lean Six Sigma and Design Thinking principles to elevate team performance and spread continuous improvement practices throughout the call center.

I founded Smart Operations, a consultancy specializing in data analysis, risk assessment, and strategic development, serving a portfolio of digital media marketing firms. My work involved conducting risk analyses, competitive benchmarking studies, analyzing marketing performance data, and crafting Requests for Proposal (RFPs) to facilitate business growth.

As the Manufacturing Plant Manager, I led a $10M facility, overseeing materials acquisition, scheduling, production, quality control, and maintenance. My leadership utilized goal-setting and lean manufacturing techniques to enhance productivity, quality, and safety, achieving significant reductions in back-orders and employee turnover, and improving Good Manufacturing Practice (GMP) audit performance.

Bachelor Of Science, Industrial Engineering

Master Of Science, Operations Management