Summary
Overview
Work History
Skills
Timeline
Generic

Tracey Harris

Operations Supervisor
Katy,TX

Summary


Experienced Operations Supervisor bringing 7 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.

Overview

18
18
years of professional experience

Work History

Operations Supervisor

Conduent Business Services
10.2016 - 02.2024
  • Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
  • Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
  • Developed strong relationships with key customers to better understand their requirements and tailor services accordingly.
  • Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
  • Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
  • Achieved timely resolution of non-conformance issues by implementing corrective action plans working closely with relevant departments.
  • Developed training programs to enhance agent skill sets, leading to improved performance metrics across the board.
  • Conducted regular evaluations of agent interactions, ensuring consistency in delivering exceptional service.
  • Played a critical role in reducing average handle time by recommending process improvements based on data analysis.
  • Boosted first contact resolution rates with thorough analysis of calls and continuous agent training.

Genius Administrator

Apple
Houston, TX
05.2008 - 02.2012
  • Facilitated seamless communication across departments by maintaining open lines of communication and implementing collaborative platforms.
  • Provided exceptional customer service as the first point of contact for clients, resolving inquiries efficiently while maintaining a professional demeanor.
  • Implemented a warehouse organization system that increased storage capacity and accessibility.
  • Ensured compliance with industry regulations, reducing the risk of fines or penalties.
  • Enhanced inventory accuracy by conducting regular cycle counts and reconciling discrepancies.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Streamlined IT support processes, resulting in increased productivity within the department.

Associate Manager

Coach
King Of Prussia, Pennsylvania
01.2006 - 03.2008
  • Initiated process improvements based on thorough analysis of internal operations data resulting in enhanced productivity levels.
  • Managed cross-functional projects, ensuring timely completion and alignment with company objectives.
  • Led team meetings regularly to discuss progress updates, identify challenges or roadblocks, and provide guidance towards successful project completion.
  • Mentored junior team members, contributing to their professional growth and skill development.

Skills

Microsoft Excel

Customer relationship management (CRM)

Microsoft Office Suite

Administrative support

Spreadsheets

Staff education and training

Coaching and mentoring

Training management

Technical support

Training coordination

Employee motivation

Quality assurance

Timeline

Operations Supervisor

Conduent Business Services
10.2016 - 02.2024

Genius Administrator

Apple
05.2008 - 02.2012

Associate Manager

Coach
01.2006 - 03.2008

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Tracey HarrisOperations Supervisor