Tracy Ramirez Email & Phone Number

Chicago, Il, Us

Los Angeles, Ca, Us

Los Angeles County, California, United States

Presently engaged in contract assignments focusing on trade show and event logistics, booth management, as well as conducting corporate trainings covering topics such as brand awareness, product knowledge, as well as, sales and retention techniques.

Remote

Outlined key priorities for enhancing global operations efficiency, including the development of a new hire 90-day onboarding plan, engagement initiatives for employees, creation of standard operating procedures (SOPs), and the establishment of KPI goals aligned with client impacts.Elevated brand visibility through leveraging various media marketing strategies, encompassing social media content, printed materials, videos, and email marketing campaigns.Facilitated cross-team collaboration on initiatives related to employee performance structures, process enhancements, CRM improvements, and strategies to enhance customer satisfaction. Expanded the functionality of the Jobtraverse tool, resulting in significant improvements such as streamlining the helpdesk ticket process, reduced management email volume, offered employee training videos, provided access to marketing resources, monthly revenue metrics, detailed internal procedures, and recognition of employee achievements.Boosted Glassdoor ratings by 0.7 within a 90-days through the implementation of employee exit interviews, surveys, and the facilitation of team-building engagement activities.

Atlanta, Georgia, United States

Managed contracts by conducting lead searches, submitting Request for Proposals (RFPs), monitoring deadlines, and overseeing the contract database.Served as the Project Manager for onboarding K-12 school districts, involving on-site trainings, process optimization, soliciting client feedback through satisfaction surveys, and collaborating with cross-functional teams.Collaborated with the executive team to define product guidelines, compiled a viable list of products. This included analyzing past client experiences, identifying the target client base, researching industry trends, and actively pursuing RFPs aligned with the company's overarching goals.Implemented a comprehensive strategy to enhance brand awareness across various channels. This encompassed initiatives such as refreshing the logo and website, acquiring branded giveaways for stakeholders, creating video, print, and social media content, and event planning, including tradeshows, and speaking engagements.Introduced new policies, streamlined processes, organized employee team-building activities, and maintained a database of SOPs.

Santa Monica, California

Engaged in extensive international travel (85%) to client sites, (DirecTV, Dish, and BPO vendors), overseeing a quarterly incentive budget of $1.2M+ to boost sales results in Linear TV and OTT streaming affiliate results.Dedicated focus to enhance brand awareness, delivered client product training and support, and provided creative product marketing assets to bolster promotional efforts.Led event planning, organizing, and coordinating events, tradeshows, speaking engagements and promotional activities. Monitored the performance of targeted marketing campaigns using KPIs, client feedback, and performance reports, resulting in a noteworthy 30% increase in sales within a quarter.Maintained consistent communication with clients, demonstrated a deep understanding of client system configurations, and devised specialized solutions.Initiated and led a task force to develop a content marketing microsite. Additionally, served as the video host for Live Learning Modules, contributing to a remarkable increase in customer service product knowledge of 44% within a quarter.Presented innovative growth opportunities for clients, including an on-site DVD Library, train the trainer programs, and virtual product training sessions.

Beverly Hills, Ca

Elevated client subscriptions significantly, increasing from 1.5K to 7K, employing strategies such as site visits, the development and measurement of KPIs, in-person and virtual training, analytical skills, and performance reports.Presented innovative ideas, such as a 90-day outbound campaign, incorporating training, support, incentives, and relationship building. This initiative boosted sales 30% within a quarter.Extensive international travel (85%), overseeing a $2.5M quarterly budget to enhance market visibility. This involved participation in tradeshow events, creation of client tools, implementation of direct and ongoing training programs, and necessary materials.Managed the performance of partner marketing tactics through shared reporting, provision product content materials, and a focus on churn goals for global call centers, including BPO vendors, work-at-home (WAH), and owned and operated sites.

Denver, Co

Boosted on-site premium sales performance at client location (DIRECTV) by employing strategies such as brand awareness initiatives, metrics-driven reporting, offered recommendations, conducted training activities, provided incentives, and promoted customer offers.Received the Top Site Achievement award twice, acknowledging increased sales and improved retention rates achieved through collaboration with the client, gathering customer feedback, and setting expectations.Achieved a 20% sales growth within the quarter by implementing interactive product knowledge games and contest incentives. Consistently delivered in-person, print and digital training tactics, along with customer call monitoring sessions.Engaged in face-to-face interactions as the brand representative at promotional events, activations, and campaigns. Effectively communicated product knowledge using the Features, Advantages, and Benefits (FAB) method.Served as the event coordinator for product marketing activation events, and the delivery of marketing handouts to customers. Orchestrated raffle giveaways, custom branded interactive games, and participated in speaking engagements to enhance brand visibility.

Greater Denver Area

Led the leadership team overseeing four key branches within the customer service department: customer service, sales, credits, and collections.Provided insightful performance feedback to the Director, strategically focusing on enhancing Customer Satisfaction (CSAT), bolstering retention efforts, and achieving revenue goals.Developed and implemented Standard Operating Procedures (SOP) along with quality monitoring standards, resulting in an enhanced customer experience and a reduction in average handle time (AHT).Effectively managed, mentored, and coached supervisors in their day-to-day responsibilities.Successfully spearheaded the establishment of an internal collections team, contributing to the recovery of 1 million dollars within 16 months.Played a crucial role in candidate selection through interviews and the implementation of Personality Profile Analysis tests, ensuring a thorough and effective hiring process.Handled escalated agent calls, fostered strong inter-departmental relationships, and played a key role in the development and achievement of company objectives.Oversaw employee performance reviews, promotions, bonuses, and professional development initiatives.Achieved a remarkable improvement in the Better Business Bureau (BBB) score, elevating it from "No Grade" to an "A" rating within six months. This was accomplished by optimizing new sales accounts activation time, enhancing BBB response time to 48 hours, streamlining payment application and customer refunds, and clearly defining the products and services available to new customers upon account activation.Proactively networked with internal departments, leading to the enhancement of processes and a notable 28% increase in business within the first month. This growth extended to 42% within 90 days, underscoring the importance of building strong relationships within the company and with clients, a strength that I consistently leverage for success.