Tracy Maclean Email & Phone Number

Oakville, On, Ca

Toronto, Ontario, Canada

Toronto, Ontario, Canada

Directing TSG’s efforts to innovate and improve our services, using the latest technologies and best practices to optimize processes and enhance the customer experience. Working closely with the CEO and other leaders to set ambitious goals and lead the execution of strategies to achieve them, leveraging TSG’s strengths and addressing any weaknesses. Implemented schedule adherence strategies, resulting in improved operating costs.Negotiated favorable terms with new vendors, further reducing operational expenses.Orchestrated a 23% increase in Google reviews, reflecting heightened CSAT levels.Successfully rolled out a flexible work program, fostering employee satisfaction and productivity.Elevated eNPS (Employee Net Promoter Score), indicative of improved workplace morale and engagement.

Toronto, Ontario, Canada

Led operational strategy and day-to-day activities across National Contact Centres, overseeing a staff of 220 with an annual budget of $12M. Orchestrated comprehensive efficiency enhancements, driving both immediate cost reductions and sustained continuous improvement aligned with short and long-term business objectives.Ensured seamless alignment of operational processes, people, and contact centres to support the organization's scalable growth. Spearheaded initiatives in quality control, compliance, and adherence to regulatory laws, bolstering customer satisfaction and organizational integrity.Cultivated a customer-centric culture by providing strategic guidance in employee relations and development, fostering motivation within a high-performing management team. Achieved the organization's highest level of employee engagement, fortifying bench strength in anticipation of growth and acquisition strategies.Demonstrated success in implementing best practices, significantly increasing productivity and profitability, with a proven track record of driving operational excellence.

Toronto

Managed partnerships with internal stakeholders to contribute insights on continuous improvement priorities for customer experience processes and technologies, driving efficiencies in customer experience and performance. Managed an annual budget of $9M and supervised a staff of 130.Developed and executed the contact center strategy, systematically integrating customer feedback into management tactics and strategies to enhance overall operations. Identified and managed the impacts of people, processes, and technology within broad transformation initiatives, operating within an Agile environment.Oversaw the identification and development of training and licensing requirements, leading a team responsible for ongoing training initiatives. Operated effectively in an Agile environment, delivering on enhancement and optimization initiatives.Established effective goals aligned with organizational priorities, closely monitoring progress towards their achievement. Fostered a culture of high performance and sustained profitable growth by promoting data-driven decision-making, productivity, collaboration, teamwork, and professionalism.Contributed to enterprise continuous improvement initiatives, building buy-in among direct reports and key contacts across Economical. Successfully rolled out enterprise-wide change initiatives related to customer experience.

Mississauga

Directed initiatives and strategies while efficiently managing multiple contact centre vendors to meet budget targets, overseeing an annual budget of $7M and a staff of 100.Achieved a remarkable 30% improvement in creditor insurance add-on sales conversion rate for inbound channel campaigns.Facilitated and led national customer experience programs, ensuring alignment with the Everyday Low Cost philosophy across all channels.Coordinated, developed, and regulated Standard Operational Procedures, ensuring compliance with financial regulations across multiple locations and vendors.Managed operational leaders to efficiently and effectively meet sales targets and service level goals.Recipient of the National Award in 2014 for Contact Center operations, showcasing excellence in leadership and operational achievements.

Directed global customer service through effective vendor relationship management to ensure the achievement of all corporate scorecard metrics, managing an annual budget of $9M and a staff of 150.Key management member contributing to the success of a newly established company, with a notable achievement of the Mobilicity MVP award.Utilized forecasts to strategically plan staffing, address customer churn, and support back-office requirements, effectively meeting sales and service objectives.Successfully implemented multiple process improvement plans, completed on time and under budget, with a commendable ROI of $83,000.Consistently achieved all Key Performance Indicators for Customer CARE on an annual basis.Pioneered the launch of an offshore Customer CARE and Technical Support Group in Canada, enhancing global support capabilities.

Certified Practitioner, Change Management

Digital Marketing, Business Administration, Management And Operations

Human Resources Management, Business Administration