Tracy Gorman Email & Phone Number

Wilmington, Delaware

- Responding to operational complexity and customer complaints, reworked main Interactive Voice- Response call tree to materially reduce steps between a caller and a service representative and reduce overall call handle time by 50% during customer care rotation- Met all throughput and quality standards working potential fraud accounts referred to Financial.

New York, New York

- Managed order fulfillment of lighting equipment for clients ranging from small local theaters to large reputable theaters in the ordinary course and in emergency situations resulting in a consistent and rapidly growing clientele - Resolved daily, urgent and often unscheduled maintenance and repair issues for production lighting and other equipment.

Philadelphia, PA

- Reduced time required for production set up and breakdown by 75% by process streamlining and redefining roles and responsibilities of entire stage crew. Documented procedures and provided training to sustain high quality results. - Supervised stagehands in in set-up and tear-down of productions to meet notable clients’ requests for stage construction and.

Allentown, Pennsylvania Area

- Data Management of Maintain engineering projects past, present and future including use of archives for research supporting awarding of first Repair Tax Credit project funding for Aqua America- Survey in preparation for future engineering water main replacement projects in which my intricate note taking system was leveraged especially in larger projects.