Ryan Tracy
Wichita,KS
Summary
Dynamic leader with a proven track record in operational excellence and business growth, focusing on customer satisfaction. Committed to fostering a culture of continuous improvement, loyalty, and accountability within organizations. Expertise includes strategic planning, team development, and process optimization.
Overview
19
19
years of professional experience
Work History
Unit Manager Retention
ADT/Protection 1
09.2022 - Current
- Defined performance expectations for team managers and front-line agents to drive performance.
- Reduced total credit spend by $300,000 in the first year, while also saving 41,519 more units.
- Employee attrition was 20% lower than that of neighboring departments.
- Achieved a 9% ABA rate with 200K calls for 2024.
- Managed multiple team managers and over 75 agents across the department.
- Set up the Engagement and Training curriculum.
- Transitioned customer base changed from Lifeshield to Blue by ADT, and then to ADT+.
- Used Variance Performance Management to drive expected and consistent performance from agents, including Save Rate, THT, spend, and attendance.
Operation Performance and Scheduling Manager
ADT/Protection 1
04.2021 - 09.2022
- Workforce scheduling for 300 front-line agents for four lines of business.
- Managed core service level metrics such as longest call waiting, average speed of answer, occupancy, abandon rate, and answered calls within 120 seconds.
- Forecast planning for department requirements based on inbound call volume.
- Managing shrink, including unscheduled hours, training, and unavailable time.
- Led, trained, and scheduled a team of real-time agents for optimal operational results.
- Introduced a product to the department called Intradiem that built rules and processes to reduce THT by an average of 13.5 seconds overall, which saved $323k annually.
- Made strategic call routing changes with Telcom to measure incoming volume and streamline customer experience.
- Budget-managed headcount to department requirements, and aligned hiring and training planning.
- I was able to work to get all staff working from home in the first three months of the COVID year by helping develop tools and training for remote access.
Team Manager Care and Retention
ADT/Protection 1
01.2015 - 04.2021
- Managed multiple teams with 15 to 20 front-line agents that impacted the front-line customer experience in a contact center.
- Monitored key performance indicators to track team performance and identify areas of improvement.
- Upskilled agents on new equipment, services, or offers to impact the bottom line.
- Multi-month and quarter top team manager based on core metrics such as customer saves, quality, handle time, transfer rate, first call resolution, and employee attendance.
- Drove performance with S.M.A.R.T goals
- Mentored high performers to take on promotional opportunities.
- Implement monthly incentives that increase performance by over 10%.
Control Center Coordinator
ADT/Protection 1
03.2013 - 01.2015
- Ensured front-line agents answered every customer call within one minute, averaging just two rings, while handling a total of 5,000 inbound calls daily.
- Managed call center operations metrics and staffing
- Scheduled all off-phone activity for front-line agents.
Houston Branch Operations Manager
ADT/Protection 1
04.2012 - 04.2013
- Managed technicians who serviced and installed alarm systems that protected lives and property.
- Focus on customers' experience by delivering a 24- to 48-hour turnaround time.
- Managed P&L and was able to create a tracking process for technicians for service parts that puts back $12k annually.
- Reduced go-backs on service calls by 15%, performance, and equipment management.
- The Insured Sales team was supported by the ops team for quick service, installation of residential, commercial, and national accounts.
Management Trainee
ADT/Protection 1
02.2011 - 03.2012
- I was interviewed alongside 200 candidates and was personally selected by CEO Tim Whall for the leadership development program.
- Trained in every department and three different branches within the Protection 1 organization.
- I gave quarterly readouts to senior leadership, with development and project work that supported the business.
Tech Support Agent
ADT/Protection 1
05.2006 - 01.2011
- Answered calls from technicians and customers to resolve any technical issues.
- Proficient in hundreds of different alarm systems, and the downloading software.
- Started as a rep 1 and was promoted to a rep 3 based on performance and alarm system knowledge.
- Trained and mentored new tech support agents.
Education
High school Diploma -
Andover Central High School
Andover, KSCenter for Management Development - Motivating & Coaching Others, How Leaders Deal with Employee Attitude
Provided by Protection 1
ADI Behavior Training - Behavior Based Interview Training, Behavior Couching and Developing
Provided by ADT
Skills
- Talent Management
- Strategic Planning
- Service Level and Ops scheduling
- Customer Relations and Satisfaction
- Department budget and Training Planning
- Multi Thousand Dollar T&M Management
- Project Planning and Development
- CRM & Call Center Tools
- Workforce Management
Technical Skills
19 years experience with CRM and Call Center Tools: Salesforce, Avaya, CXone, CMS, MasterMind Business.
11 years experience with Workforce Management: Aspect, WFO, RTA, Intradium.
11 years Data Analysis and Reporting: Microsoft Office Suite, Tableau
References
References available upon request.
Timeline
Unit Manager Retention
ADT/Protection 1
09.2022 - Current
Operation Performance and Scheduling Manager
ADT/Protection 1
04.2021 - 09.2022
Team Manager Care and Retention
ADT/Protection 1
01.2015 - 04.2021
Control Center Coordinator
ADT/Protection 1
03.2013 - 01.2015
Houston Branch Operations Manager
ADT/Protection 1
04.2012 - 04.2013
Management Trainee
ADT/Protection 1
02.2011 - 03.2012
Tech Support Agent
ADT/Protection 1
05.2006 - 01.2011
High school Diploma -
Andover Central High School
Center for Management Development - Motivating & Coaching Others, How Leaders Deal with Employee Attitude
Provided by Protection 1
ADI Behavior Training - Behavior Based Interview Training, Behavior Couching and Developing
Provided by ADT
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