Traci Dumond
San Tan Valley,USA
Summary
A highly approachable, customer-focused professional with a diverse background in delivering exceptional customer service and leadership across various industries including call centers, banks, and healthcare environments. Experience in team leadership, team building, project management, and developing business strategy. Facilitates and conducts effective training programs to build top-performing teams of customer-focused professionals. Manages deadlines effectively and prioritizes competing tasks. Cultivates long-term, positive relationships with individuals at all levels of an organization. Demonstrates strong people management and motivational ability, well-informed decision making, analytical skills, and articulate written/verbal communication. Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
26
26
years of professional experience
Work History
Practice Manager
Tri-City Cardiology
Mesa, AZ
03.2025 - 01.2026
- Results-driven Practice Manager overseeing daily operations in medical practices.
- Skilled in staff leadership, budget management, patient satisfaction, and compliance with healthcare regulations.
- Proven track record of improving operational efficiency, reducing costs, and enhancing patient care delivery.
- Lead the team of 30 to include supervisor and assistant supervisor to increase productivity by 95% to obtain their goals and patient satisfaction.
- Ensuring the medical team is compliant with all applicable laws and regulations.
- Create reports including operational, financial and patient care.
- Managed team of Health Integration Medical System to improve processes for increasing productivity.
- Recruited, trained and managed personnel, and provided guidance and leadership to staff.
- Generated and analyzed weekly, monthly, and annual reports. Ensured quality control standards were met.
- Manage two teams to ensure compliance and state requirements.
- Laid off due to company-wide budget cuts.
- Focused on increasing productivity for the scheduling department team. The team had been having turnover for quite a long time. This was creating the team members to leave within 2 to 3 months. This amount was costly and continuous turnover of staff created a lack of service and growth for our patients, department, and the company. I was able within five months to have the team meet all their goals and achieve their productivity within the department.
Operations Manager
Resilient Health
Gilbert, AZ
06.2023 - 03.2025
- Coordinate with medical and administrative staff to ensure optimal staffing levels.
- Oversees all day-to-day center operations, including staffing, patient flow and adherence to operational and clinical standards, and identifies opportunities for improvement within the center.
- Facilitate communication and collaboration among different departments to ensure cohesive healthcare services.
- Oversee the maintenance and security of healthcare facilities to provide a safe environment for patients and staff.
- Ensures compliance with necessary regulatory standards, ensuring all credentialing, regulatory agency, and other compliance requirements are complete, current, and followed.
- Lead initiatives for continuous improvement in healthcare services, including patient satisfaction and quality of care, work schedule and assign team members to specific duties.
- Develops staff through coaching, mentoring, rewarding, training, and guiding; plan and prepare work schedule and assign team members to specific duties.
- Manage three clinics to ensure compliance and state requirements.
- Oversee the cars and van for case managers to provide services to our patients.
- Focused on building current team and hire open positions. Built communication with other teams to help and assist towards the company goals. Cross training for Mental Health and Personal Care medical assistants. Create process improvements for front office and medical assistants to ensure smooth process for our patients.
Center Manager Mill and McDowell Location
FastMed Urgent Care
Tempe, AZ
01.2021 - 06.2023
- Oversees all day-to-day center operations, including staffing, patient flow and adherence to operational and clinical standards, and identifies opportunities for improvement within the center.
- Owns center turnover and collaborates with team members to make sure impactful improvements.
- Implements best practices to improve team member engagement.
- Ensures compliance with necessary regulatory standards, ensuring all credentialing, regulatory agency, and other compliance requirements are complete, current and being followed.
- Manages, motivates, and inspires team to create positive team members to foster commitment to the FastMed mission and vision to increase team members to foster operation and best practice to enhance service to patients, team members engagement and foster an environment of continuous improvement.
- Review center’s financial statements and operating scorecards to ensure success of center, identify areas for improvement, and ensure the center is on track to meet annual goals.
- Develops staff through coaching, mentoring, rewarding, training, and guiding; plan and prepare work schedule and assign team members to specific duties.
- Focused on center turnover and shared with team members to make impactful improvements, implement best practices to improve team members engagement. Upon implementation, the Net Promoter Score and visits increased and had a positive impact on the business.
AVP, Branch Manager
Landings Credit Union
Chandler, AZ
01.2019 - 12.2020
- Produced consumer and business loans, as well as prospecting small business clients.
- Collaborates with executive-level management including CEO and VP-CLO.
- Double branch account and loan growth by networking and increasing visibility in the community.
- Train and develop employees in sales, customer service, and gaining market growth.
- Demonstrates ability to quickly learn, understand and internalize sound business practices.
- Provides consultative support to employees, managers, members, and executive leadership.
- Coaches staff to effectively meet and increase monthly sales goals.
- Applied process improvement to increase proficiency and member experience on front line tellers and consumer lending.
Assistant Branch Manager
Mountain America Credit Union
Queen Creek, AZ
01.2017 - 12.2019
- Delivered high touch client experience, while providing strategic, operational leadership Assistant Branch Manager.
- Collaborated with executive-level management including Assistant Vice President and Branch Manager.
- Provided exemplary service to employees and members of Mountain America Credit Union.
- Accountable for day-to-day operations, and risk management of banking center.
- Identified training opportunities and mentor credit union associates, as well as onboards new hires.
- Leaded training programs and workshops to improve workforce and branch productivity.
- Applied insightful judgement to analyze loan applications to align with associated loan officer designation.
Call Center Director
Affinitas Corporation
Gilbert, AZ
01.2014 - 12.2015
- Directed a team in a call center environment, developing and managing strategy for various call center functions including sales goals and Key Performance Indicators (KPIs) FOR Cox Communications, Consecta, and Time Warner.
- Supervised 160 agents.
- Developed shift-specific initiatives and built content to improve call center effectiveness.
- Coached and mentored a diverse team of employees, and provided training focused on world-class interactions on each phone call.
- Managed an aggressive growth strategy to ensure sales targets consistently achieved or surpassed goals.
- Enforced company policies and procedures, built relationships with vendors, and communicated operations and program status with the President and Owner of the company.
- Collaborated with a team of supervisors to develop solutions for boosting employee morale, improving the Net Promoter Score (NPS) from a negative nine (-9) to a three (+3) in a short four-month time.
- Coached team members on using value statements to “Wow!” the clients on the phone to increase the passive to a promoter, resulting in increased NPS scores.
Associate Director of Call Center Operations
Total Systems Payment Solutions (TSYS)
Tempe, AZ
01.2012 - 12.2014
- Orchestrated daily operations of the call center, managing a team of sixty-five indirect reports and four direct reports, while developing strategies to align with business goals.
- Identified opportunities for improvement and implemented solutions to improve processes.
- Facilitated and managed workforce planning, staff coordination, training and development, scheduling, and communications strategies.
- Empowered leadership in handling daily operations and developed methods for improving performance and productivity.
- Actively listened to customers and created solutions to align with client objects, delivered exemplary customer support, and promptly resolved escalated customer issues to ensure an exceptional experience.
Director
Pioneer Health Resources
Boise, ID
01.2007 - 12.2012
- Directly supervised a team of seventy-five administration staff and field employees in a mental health counseling and drug rehab clinic.
- Maintained comprehensive knowledge of Medicaid benefits.
- Developed and executed business strategies to grow the business from $150K to $4.5M in less than five years.
- Cultivated long-term, positive relationships with team members, motivating and coaching to elevated levels of performance and productivity.
Administrator/Regional Manager
A Full Life Agency
Boise, ID
01.2002 - 12.2007
- Accountable for five agency locations for in home care for the Medicaid elderly and disabled programs.
- Responsible for complete operation and sales growth for Medicaid Elderly, Children and Residential Rehabilitation programs for an in-home care operation.
- Excel in resolving employer challenges with innovative solutions, systems and process improvements proven to increase efficiency, customer satisfaction and the bottom line.
Branch Manager
Washington Trust Bank
Boise, ID
01.2001 - 12.2002
Call Center / Workforce Manager
Manpower / On Site at Hewlett Packard
Boise, ID
01.2000 - 12.2001
Education
Bachelor of Science - Psychology
Washington State University
Pullman, WACertified Business Development Trainer - undefined
Credit Union National Association
Madison, WICertificate of Communication Styles - undefined
The Effectiveness Institute of Seattle
Seattle, WASkills
- Call Center Leadership
- Operations Management
- Exemplary Customer Service
- Performance Management
- Conflict Management
- Coaching & Mentoring
- Employee Relations
- Strategic Planning
- Outstanding Interpersonal Skills
- Relationship Building
- Complex Problem-Solving
- Banking and Healthcare
- Medical Billing and Terminology
- Staff Training & Development
- Healthcare Management
- Written/Verbal Communication
- Systems Implementation
- Business Process Improvement
Timeline
Practice Manager
Tri-City Cardiology
03.2025 - 01.2026
Operations Manager
Resilient Health
06.2023 - 03.2025
Center Manager Mill and McDowell Location
FastMed Urgent Care
01.2021 - 06.2023
AVP, Branch Manager
Landings Credit Union
01.2019 - 12.2020
Assistant Branch Manager
Mountain America Credit Union
01.2017 - 12.2019
Call Center Director
Affinitas Corporation
01.2014 - 12.2015
Associate Director of Call Center Operations
Total Systems Payment Solutions (TSYS)
01.2012 - 12.2014
Director
Pioneer Health Resources
01.2007 - 12.2012
Administrator/Regional Manager
A Full Life Agency
01.2002 - 12.2007
Branch Manager
Washington Trust Bank
01.2001 - 12.2002
Call Center / Workforce Manager
Manpower / On Site at Hewlett Packard
01.2000 - 12.2001
Certified Business Development Trainer - undefined
Credit Union National Association
Certificate of Communication Styles - undefined
The Effectiveness Institute of Seattle
Bachelor of Science - Psychology
Washington State University
Core Profiencies
- Call Center Leadership
- Operations Management
- Exemplary Customer Service
- Performance Management
- Conflict Management
- Coaching & Mentoring
- Employee Relations
- Strategic Planning
- Outstanding Interpersonal Skills
- Relationship Building
- Complex Problem-Solving
- Banking and Healthcare
- Medical Billing and Terminology
- Staff Training & Development
- Healthcare Management
- Written/Verbal Communication
- Systems Implementation
- Business Process Improvement
Personal Information
Title: Management Professional