Tracy Kallam Email & Phone Number

Chandler, Arizona, United States

Gilbert, Arizona, United States

Tempe, Arizona, United States

Led multiple teams to identify, design and implement operational solutions for increased performance within Fortune 500 corporate legal departments. Specializing in high-touch and remediation accounts for the Legal Operations Department.Achievements:• Received three accounts in remediation and successfully resolved performance issues and retained all clients.• Expanded team’s portfolio through professional development & coaching, increasing team’s capacity by 100%.• Collaborate between development teams and customers for three software implementations and migrations.

Tempe, Arizona, United States

Led a team to implement and maintain solutions for Fortune 500 corporate legal departments. Additional services included project management of software migrations and implementation, dashboard development, and process optimization.Achievements:• Reduced customer’s expense by ~$1 million in 2019 through benchmarking analysis and pricing negotiations.• Reduced Service Desk volume by 50%+ in six months through process optimization and customer service training.

Chandler, Arizona, United States

Led team of Marketing Analysts & Media Buyers with monthly $1m budget for multiple Broadcasting and Print sources. Negotiated partner & vendor contracts and services for the company. Use data-driven solutions to improve department operations and optimize department processes.Achievements:• Reduced annual expenses by $235,000 and took reporting from a 6-week delay to next-day which improved relationships with 500+ vendors for negotiations through the implementation of new software.• Implemented new software and tools within 3-months to support better analytics and reaction times the media buyer.• Specialty projects included budgeting & forecasting for all marketing sources, competitive analysis, sales script analysis, commercial ad script and production, print ad creation, and A/B testing projects.

Chandler, Arizona, United States

Brought in to reduce lead costs and streamline processes in order to reduce expenses. Achievements:• In first 30-days, reduced cost per lead by 50%.• In first 90-days, improved data accuracy from 64% to 88% by implementing process improvements and data controls further reducing cost per lead.• Condensed turn-around from 48 to 6 hours through the creation of templates and decision-matrix for weekly source adjustments. Resulted in increased weekly opportunities from 40% to 100% for Media Buyers and reduced staff by 60%.

Tempe, Arizona, United States

Responsible for monthly reporting of Portfolio. Utilized SSMS and Excel for all reports and analysis. Achievements:• Gained approximately 480 hours (5760 more contacts) per year toward collection efforts through root-cause analysis.• Contributed to an addition $1+ million in revenue from the management and tracking of Letter Campaigns.

Chandler, Arizona, United States

Due to the team’s success, the Business Analytics’ team was reassigned to improve department’s performance. Led a team of 16 Marketing Analysts and Media Buyers. Managed a multi-million direct response marketing budget for multiple Broadcasting and Print sources.Achievements:• Reduced employee expenses by ~$200,000 per year by reallocating responsibilities and streamlining processes.• In six weeks, led team through recovering five quarters of critical data (previously unresolved for previous 9-months).

Chandler, Arizona, United States

Developed the Business Analytics Department to support Sales Call Center including defining KPI, project management practices, job descriptions and compensation plans. Objectives targeted expense reduction and increase sales performance.Achievements:• Reduced Sales headcount by 25% while increasing answer rate by 4% through new schedules.• Increased annual sales by ~$3 million from equipment upgrades by defining a payment program for customers.• Call center schedule adherence improved by 20% by developing a new attendance policy.• Reduced annual expenses of $1.5 million in Call Center leadership through a new compensation structure.

Phoenix, Arizona, United States

Collaborated in matrix environment with Call Center Operations, Development, Legal, Accounting/Finance and Executives to identify and implement process opportunities to reduce expenses and risk. Liaison for SSAE16 SOC1, SOX, and PCI Audits.Achievements:• Analyses resulted in reduction of Aging Debt by 25%, elimination of system bugs providing discounts to unqualified customers, improvements in Fraud detection system logic, and improved process impacting on daily GAAP reports.• Identified and corrected financial reporting errors that resulted in $132,000 per year in non-collectable revenue.

Phoenix, Arizona, United States

Led over 45 Technical Support and Billing/Customer Service representatives within customer facing call center. Responsibilities included ensure operational excellence, incorporate cross-selling in 90% of contacts, manage employee and customer attrition, reduce call-center overhead, and transform culture to support the company’s new objectives. Achievements:• Design and implemented cross-selling initiatives including Scripting, A/B testing, training and change management.• Increase cross-selling performance from 45% to 125% YOY through training, quality assurance and scripting.

Phoenix, Arizona, United States

Phoenix, Arizona, United States

Kent, Washington, United States

Kent, Washington, United States

Redmond, Oregon, United States

Redmond, Oregon, United States

Redmond, Oregon

Bachelors In Science, Technical Management, Business Intelligence And Analytics Management, Gpa 4.0

Six Sigma Green Belt Certification, Six Sigma Green Belt