Tracy Begic Email & Phone Number

San Mateo, CA

As a CSM I am responsible for bringing Jobvite's best practices, innovations, and capabilities to a strategic portfolio of customers. I deliver technical leadership coupled with a deep understanding of each customers' implementation and ensure overall adoption and drive greater business value and satisfaction. - Develop a trusted advisor relationship with.

New Haven, CT

• Responsible for the success of a Client Operations team that has a direct impact on renewal and retention rates for the company
• Assist the Project Management team with Implementation of new clients
• Oversee the development and executing of training on new products and enhancements
• Report and analyze department data for staffing needs, forecasting and service metrics
• Actively track and manage client interactions by logging all customer contact in BankMobile’s tracking system/knowledge base
• Serve as a technical liaison between clients and the BankMobile technology department

• Responsible for the creating and maintaining training for analysts who work directly with our clients
• Oversee the development and executing of training on new products and enhancements
• Collaborate with other members of the team on daily tasks and responsibilities
• Responsible for monitoring client calls for Quality Assurance and accuracy of information
• Provide feedback to analysts on strengths and provide goals for areas of improvement
• Responsible for mentoring analysts to help them achieve their promotional path goals

• Responsible for the creating and maintaining training for various departments
• Oversee the development and executing of training on new products and enhancements
• Collaborate with other members of the Quality and Training department on daily tasks and responsibilities
• Responsible for monitoring Customer Care calls for Quality Assurance and accuracy of information
• Provide feedback to agents on strengths and provide goals for areas of improvement
• Responsible for monitoring Customer Care tickets for Quality Assurance and accuracy of information

New Haven, CT

• Provide superior customer service to clients who are looking for assistance with escalated issues
• Responsible for communicating with Relationship Managers to provide feedback on clients i.e. are they happy with our service and what could be improved
• Collaborate with other departments to evaluate the best way to resolve highly escalated issues
• Manage individual projects aside from daily tasks. i.e. CIP verification, producing new card orders for employees, set up UPS administrators, etc

• Collaborated with plan management teams to resolve issues on highly valued clients
• Actively made suggestions regarding improvement in efficiency to management
• Provided superior customer service to plans by being their first point of contact
• Resolved cash and other issues that are considered not in good order

Glastonbury, CT

• Traveled across the US to marketing events while representing prestigious clients
• Developed and maintained client relationships with new/existing clients
• Managed a team of event staff; 1 to 8 individuals