Tracy Horton
Alpharetta
Summary
Dependable professional with track record of success in field, attention to detail and proactive mindset. Seeks opportunities to improve processes and workflows for team benefit. Conscientious, hardworking and excels at multitasking in fast-paced environments.
Overview
12
12
years of professional experience
Work History
Contract Administrator
Peak Technologies
Alpharetta
09.2025 - Current
- Provide responsive customer service while administering sales support.
- Provide recommendations and options to help solve problems.
- Provide input and develop a system to manage new and existing maintenance contracts.
- Aid in documenting contracts and inclusion of entitlement information for quotes and renewals.
- Assist in administration, estimate for contract renewals, and assist in managing pricing currently in place.
- Collaborate with the accounting team, as needed, to problem-solve and provide required information necessary to properly account for unearned revenue on maintenance contracts.
- Respond to customers inquiries.
Client Relationship Manager
Arrow Electronics
Alpharetta
01.2023 - Current
- Oversee and manage daily sales activities, ensuring seamless customer support for assigned accounts.
- Generate and handle operational reports for quotes and orders; prepare and submit accurate purchase orders.
- Guarantee error-free quotes and submit detailed weekly reports, including comprehensive notes on all open orders and quotes.
- Maintain and enhance efficiencies in corporate operational processes and procedures, swiftly identifying core issues and developing effective solutions.
- Provide proactive updates and communications via OLM (Salesforce) to business partners and customers.
- Create and manage complex reports, preparing well-written materials and analysis to support business objectives.
- Develop and implement sales strategies to achieve and exceed revenue targets.
- Build and maintain strong relationships with key clients to ensure high levels of customer satisfaction and retention.
- Collaborate with cross-functional teams to streamline operations and improve overall customer experience.
- Conduct market research to stay updated on industry trends and competitor activities, providing insights for strategic planning.
- Monitor and analyze sales performance metrics, presenting findings and recommendations to senior management.
- Manage complex client relationships while streamlining sales operations through data-driven strategies, enhancing customer satisfaction and operational efficiency.
Technical Support Analyst
CallRail
Atlanta
03.2020 - 09.2022
- Drive sales performance through strategic account management, implementing proactive client communication systems and optimising purchase order processes.
- Resolved complex issues using CallRail's resources, boosting customer satisfaction.
- Enhanced troubleshooting scripts, improving resolution efficiency.
- Classified trouble tickets accurately, ensuring seamless tracking.
- Provided detailed product information, elevating customer knowledge.
- Analyzed problems, identifying root causes for improved interactions.
- Led cross-functional initiatives to enhance customer support processes, implementing systematic documentation methods that improved team response efficiency.
- Orchestrated comprehensive technical issue resolution through multiple channels while maintaining meticulous documentation and classification standards.
Technical Support Analyst
Ipswitch
Alpharetta
10.2013 - 03.2020
- Managed software licenses, enhancing customer satisfaction and operational efficiency.
- Triaged technical issues, supporting Tier 1 engineers and improving resolution times.
- Guided database migrations and upgrades, ensuring seamless transitions and minimal disruptions.
- Streamlined technical issue resolution through Salesforce ticket management, leading database migrations, and maintaining comprehensive feature request backlogs.
- Optimized support queue efficiency by implementing systematic triage protocols and delivering timely customer assistance with software licensing.
- Orchestrated cross-functional solutions for complex technical challenges while guiding customers through WUG console navigation and upgrades.
- Enhanced customer experience through meticulous documentation, proactive follow-ups, and systematic processing of technical requirements.
- Developed and executed best practice protocols for support operations, elevating service quality and customer satisfaction benchmarks.
- Led database migration projects and implemented systematic triage protocols, resulting in streamlined ticket resolution and enhanced support efficiency.
Education
Computer Science -
Devry University
Decatur, GASkills
- Customer service leadership
- Problem solving
- Negotiation
- Salesforce
- Technical support
- Maintenance contract administration
- Contract management
- Problem solving
- Proficient in CRM
- Network monitoring
- SAP
- NetSuite
- Windows
- Microsoft Suite
Personal Information
Title: Client Relationship Manager
Timeline
Contract Administrator
Peak Technologies
09.2025 - Current
Client Relationship Manager
Arrow Electronics
01.2023 - Current
Technical Support Analyst
CallRail
03.2020 - 09.2022
Technical Support Analyst
Ipswitch
10.2013 - 03.2020
Computer Science -
Devry University