Tracey Mathies
Clinton Township,Michigan
Summary
Experienced professional training specialist with a strong background in developing and delivering impactful training solutions. Recognized for enhancing team performance through innovative instructional techniques and fostering a collaborative learning environment. Demonstrates reliability, adaptability, and a focus on achieving measurable results. Goal-oriented, conscientious, and customer-centric professional with several years of experience in the customer service and hospitality industries. Possesses strong interpersonal skills enhanced by a natural ability to build rapport with customers and staff. Thrives in high-energy, customer-obsessed environments.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Trainer
Morley Companies
01.2024 - Current
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Collaborated with subject matter experts to create accurate training content.
- Enhanced trainee engagement through interactive workshops and hands-on activities.
- Delivered dynamic presentations to facilitate learning and retention among diverse audiences.
- Facilitated team-building exercises to foster collaboration between department members.
- Developed customized training materials for various industries, ensuring relevance to the target audience.
- Contributed to the retention of top talent by providing employees with the resources and support necessary to excel in their roles.
- Engaged with subject matter experts to ensure training content accuracy and relevance.
- Advanced organizational goals through strategic development of training initiatives aligned with company objectives.
- Conducted comprehensive needs assessments for tailored training programs, enhancing employee performance, to identify gaps in knowledge and skills.
- Promoted a culture of continuous learning by advocating for professional development opportunities.
Lead Agent
Morley Companies
08.2023 - Current
- Championed initiatives aimed at enhancing employee engagement, resulting in higher overall job satisfaction levels for the team.
- Oversaw daily operations within the team, ensuring smooth workflows and efficient task completion.
- Increased client retention through excellent communication and effective problem-solving techniques.
- Promoted a positive work environment by fostering collaboration among team members and encouraging professional development opportunities.
Universal Phone Advisor/Assistant Agent Advisor
Morley Companies
10.2021 - Current
- Serve as first point of contact and manage administrative operations in a fast-paced, deadline environment
- Deliver on-going daily support for assigned agents addressing adjudication of claims for timely resolution
- Troubleshoot, resolve, and close cases according to deadlines
- Accurately log contacts with every customer
- Communicate and support insights to leaders, developers, and stakeholders to modernize support processes
- Improved customer service and response time by adjusting workflow trends and organizing training for first call resolution
Supervisor-Esthetics
Extreme Aviance
08.2015 - 06.2020
- Achieved fast track promotion tasked with managing estheticians and ensuring high performance and quality care for customers in a time-stringent environment
- Service up to 15 guests per day with lash extensions, body waxing, facials, and makeup application
- Exceed goals related to service revenue, guest count, guest retention, skin treatments and operational excellence
- Continuously pioneered cross functional expertise ensuring alignment with brand strategies and process improvements
Accounting Associate
Walmart
11.2003 - 06.2017
- Promoted to Accounting Associate within one month due to exceptional work ethic and continual achievement of KPI metrics
- Developed internal control policies, guidelines, and procedures for activities relating to large volume sales transactions
- Oversaw the general accounting function including internal methods, reconciliation, and balance sheet management
Education
GED -
Workforce Development Agency
Detroit, MISkills
- New hire training
- Teamwork
- Prioritizing
- Time Management
- Organization Skills
- Fast learner
- Attentive to details
- Able to work under pressure
- Team-decision making skills
- Self-directed and focused
Certification
Esthetician License
Hobbies and Interests
- Customer Service
- Leadership/Development
- Clerical/Office
- Scheduling/Cash Handling
- Business Development
Timeline
Trainer
Morley Companies
01.2024 - Current
Lead Agent
Morley Companies
08.2023 - Current
Universal Phone Advisor/Assistant Agent Advisor
Morley Companies
10.2021 - Current
Supervisor-Esthetics
Extreme Aviance
08.2015 - 06.2020
Accounting Associate
Walmart
11.2003 - 06.2017
GED -
Workforce Development Agency
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