Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
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Traci Briscoe

Traci Briscoe

Summary

Experienced professional with over 10 years of experience in customer service and workforce management with a dedication to enhancing employee satisfaction and business success. Innovative and skilled in problem resolution with a strong dedication to employee engagement. Hardworking team player bringing the necessary experience and knowledge to tackle any operations demand.

Overview

13
13
years of professional experience

Work History

Work Planner

ComEd
01.2023 - Current
  • Interface and collaborate with work management, supply Management, OCC, construction, and engineering to create work pouches for residential and commercial work order requests.
  • Write all switching requests for New Business – West Region.
  • Partner with work management during screening and scrub calls to confirm the scheduled dates for pending work order requests.
  • Create all contractor reqs for new business contractor work.
  • Facilitate 0700 regional call quarterly and provide SWO report updates.
  • Attend weekly SPOC calls with work management, construction, and job owners to review planned job requests to avoid milestone hits.

Customer Care Center Supervisor

ComEd
06.2022 - 01.2023


  • Enhanced team performance with consistent coaching, feedback, and development opportunities on call center metrics.
  • Maintained open lines of communication between management and represented employees by fostering a transparent workplace culture that encouraged collaboration and innovation.
  • Developed and implemented customer service policies and procedures.
  • Led weekly huddles to provide direct employees with process updates and company trends.
  • Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.

Attendance Supervisor

ComEd
10.2017 - 06.2022
  • Tracked availability and intermittent FMLA usage. for 300 + represented employees.
  • Worked alongside OHS to manage short and long-term disability cases and leave of absence.
  • Collaborated with HR, Labor Relations, and Care Center Leadership to facilitate weekly consensus calls.
  • Conducted fact-findings with represented employees for all employee standards of conduct infractions.
  • Directed timekeeping of pay adjustments before payroll closed.
  • Guided HR, Labor, and Care Center Leadership on all attendance-related grievances to seek a resolution with Local 15.

Business Analyst

ComEd
04.2014 - 10.2017
  • Developed and presented detailed performance reports for both internal and external use to executive management.
  • Updated call center employees' schedule with daily offline exceptions in Aspect Workforce Management
  • Recorded area-specific messages to notify customers of a storm outage in their service territory
  • Utilized Arcos tool to create and initiate call-outs to contact employees for staffing coverage due to an increase in call volume
  • Created new agent profiles in Aspect Unified Center and updated agents' call services for proper call routing
  • Consulted regularly with internal departments for system maintenance updates, produce reports, and storm coverage.

Workforce Management Coordinator

Alere Health
04.2013 - 01.2014
  • Created campaign schedule work assignments for call center representatives’ in several call center locations
  • Completed 50+ Monthly Call Monitoring- (QA's) per month
  • Monitored agents real time adherence and manage attendance line
  • Assisted agents with computer troubleshooting through Skype IM
  • Uploaded weekly call data to create forecast and call campaign schedule with Verint tool
  • Pulled calls through Verint recording tool to de -identify personal health information for client reviews per HIPAA privacy law
  • Adjusted dialer skills for agents’ profiles using Avaya CMS
  • Started and linked dialer campaigns using Avaya Monitor
  • Installed Avaya One-X phone system into agents’ computers
  • Processed PTO requests and shift swaps.

Enrollment Specialist

Alere Health
03.2011 - 04.2013
  • Handled 3000+ outbound calls per month to process referrals for enrollment into health care management programs
  • Developed extensive fact-checking and research skills as result of continuously reviewing different applications and program options
  • Communicated effectively via telephone, email and in person with insurance members
  • Answered questions and providing detailed information on requirements, processes, policies and HIPAA privacy
  • Scheduled appointments with applicants to gather information and explain benefits processes
  • Increased customer satisfaction by assisting to members to set up at home devices over the phone.

Education

Associate of Arts - Business Administration

Joliet Junior College
Joliet, IL
05.2024

High School Diploma -

Plainfield North High School
Plainfield, IL
05.2008

Skills

  • Coaching and employee development
  • Data collection and analysis
  • Teamwork and collaboration
  • Report development
  • Problem assessment and analysis
  • Project Management and scheduling

Affiliations

  • ComEd GrADS - West Region Vice President: 04/2023 - Current
  • Network of Exelon Women (ComEd Chapter) - Social/Networking Committee Chair 05/2023 - Current
  • ComEd Impact Leader - 08/2023 - 04/2024

Timeline

Work Planner

ComEd
01.2023 - Current

Customer Care Center Supervisor

ComEd
06.2022 - 01.2023

Attendance Supervisor

ComEd
10.2017 - 06.2022

Business Analyst

ComEd
04.2014 - 10.2017

Workforce Management Coordinator

Alere Health
04.2013 - 01.2014

Enrollment Specialist

Alere Health
03.2011 - 04.2013

Associate of Arts - Business Administration

Joliet Junior College

High School Diploma -

Plainfield North High School

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Traci Briscoe