Tracy Williams Email & Phone Number

United States

United States

• Streamlined daily processes and served as the driving force behind revenue growth, quality performances, and high productivity rates. Mobilized a cross-functional team of 48 employees (Leaders and Front Line) equipping.
• Created, implemented, and maintained product knowledge system increasing revenue.
• Managed, coached, trained, developed employees, driving to SLA’s and KPI’s and nature of service
• Created, tracked, and analyzed KPI’s to measure and consistently improve performance.
• Strategically planed and implemented new revenue increasing projects. (Fraud, Audit, Nesting)
• Review daily, week, monthly reports: respond to inquiries from stakeholders for program data and information

Remote

• Streamline daily processes and serve as the driving force behind revenue growth, quality performances, and high productivity rates. Mobilize a cross-functional team of 24 employees and equip them with the tools and.
• Integrate production improvements by assessing KPIs, analyzing trends, and interpreting statistics.
• Uphold a high standard of quality and ensure that staff adherers to policies and procedures.
• Heavily contributed to the complete turnaround of a previously underperforming team by revitalizing business structures and incorporating innovative practices that boost productivity

Remote

• Supported continuous profit growth by heading day-to-day operations, encouraging team momentum, and providing visionary guidance to achieve short and long-term goals. Shaped and trained a team of 26 and put value on a.
• Optimized procedures and processes, which led to a 10% growth within one month.
• Encouraged ongoing performance improvements by evaluating staff activities, measuring the results of calls, and providing constructive feedback to strengthen dynamic skill sets.
• Remained updated on evolving business practices by conducting market research, investigating competitors, and introducing improved methods and techniques.

Henderson, North Carolina

Created, curated and scaled self funded startup. Managed incoming projects and created roadmaps and milestones for timely completion including critical decisions on needed resources, scope of work, needed labor, resource planning, and timeline development. Solidified strong teams of highly qualified professionals by overseeing the entire onboarding process.

Remote

Served as project manager, leading teams with technical trainers, web developers and multimedia specialists for online module development and other special projectsCollaborated and consulted with faculty, staff, and associates on the effective use of instructional design strategies, web-based resources, multimedia technologies, and instructional software.

Henderson, NC

Scheduled and delivered training or instruction to Customer Service staff, management and clients.Developed learning and refresher curriculums and training modules.Created simulations for incoming phone calls. Created and transcribed training videos.Developed WebPages, job aids, sop's and cbt's.Served as the company's on-site application's expert.Provided.

Diploma, Pharmacy Technology

Certificate, Writing For The Web

Writing for the Web