Tracy Spearing Email & Phone Number

Toronto, Canada Area

Girl Guides of Canada-Guides du Canada, is a not-for-profit organization for girls and women which enables them to be confident, resourceful and courageous, and to make a difference in the world. I am responsible for all nationwide timelines for Unified Banking (over 5000+ centralized bank accounts and operations) for both units and districts, manage the Unified Banking team (17), manage the purchase card platform for both units and non-units, and a high degree of judgement used for joint responsibility of volunteer management and finance compliance, generating well defined efficient processes (to minimize judgement and then is a point of escalation, overseeing work) authority to apply judgement within controls (work assignments for the team), manager of managers (Team Leads that oversee others).

Minnetonka, Minnesota, United States

After being promoted to Norstan’s Corporate Head Office in Minnetonka, Minnesota, USA, I reported to the President of Norstan Network Services. I was responsible for the hiring, training and management of the Customer Care Operations team, and played a key role in teaming with the Senior Sales Management Team to improve customer relations, resolve customer issues and create customer-specific product bundles to upsell Enterprise Accounts.Accomplishments:• Successfully impacted and influenced employee behaviour across the organization by establishing partnering relationships where my ability to demonstrate strong coaching and consulting abilities was paramount. This included adopting a proactive approach to understanding the human implications associated with change and subsequently acting as a change agent leading up to the company’s eventual acquisition.• Recognized for proven management ability of the support center team, technicians, consultants, product specialists and project managers, to optimize customer service and reduce call wait times.• Streamlined and Managed the Customer Action Process (new contracts) and the Customer Action Response Process (Moves, Adds and Changes), which resulted in over 3 million dollars in additional revenue.

Toronto, Ontario, Canada

I was a Key Member of the Management Team responsible for managing the profitable operation of the Canadian Resale division, which focused on the selling of refurbished telephony equipment to brokers and end users that were geographically dispersed in 6 locations with an annual operating budget of 10 million dollars. This involved leading an operations team including a customer care call centre, project managing the de-installations and the removal of PBX systems, managing the customer, technicians and logistics, and sourcing products on the global market to maintain a five million dollar inventory, while keeping costs low and meeting tight product deadlines.Accomplishments:• Promoted to Director of Customer Care.• Responsible for a 5 million dollar inventory which included monthly audits to ensure few out-of-stock and to limit over-stock situations and took immediate action to resolve any inventory issues.• Recognized as a solid team player for managing the top-achieving business unit on several occasions over the duration of time in the role. This success was primarily attributed to my ability to work on multiple projects in many cross-functional and multi-cultural settings that required extensive relationship building with minimum supervision.• Aided in development of policies, procedures, and programs essential to support human resources, sales, and customer service activities in a rapidly growing company.

Bachelor Of Science - Bs, Physical Sciences

Police Sciences Diploma, Human Behaviour