Traci Hill
Mesa
Summary
Operations and customer care leader with over 25 years in retail and service industries. Expertise in building high-performing teams, implementing quality assurance programs, and driving operational efficiency. Successfully enhanced customer satisfaction through targeted coaching and strategic initiatives.
Overview
27
27
years of professional experience
Work History
Senior Manager, Customer Care Operations
CARVANA
11.2017 - Current
- Progressed rapidly through six roles over seven years, demonstrating consistent performance and leadership at each level of the organization.
- As Senior Manager of Operations in Customer Experience and Sell To Carvana, led large-scale teams responsible for delivering best-in-class customer experiences, overseeing quality standards, and driving operational efficiency across the care organization.
- Designed and scaled quality assurance programs to evaluate customer interactions, identify trends, and implement targeted coaching to raise performance benchmarks company-wide.
- Built and mentored high-performing teams, transforming individual contributors into team leads and managers through structured coaching and development planning.
- Implemented strategies to enhance operational efficiency and productivity while aligning team goals with organizational objectives.
- Partnered cross-functionally with training, workforce management, and operations leadership to align quality initiatives with broader organizational goals.
- Championed continuous improvement initiatives that elevated customer satisfaction scores and enhanced first-contact resolution rates.
- Led change management efforts during periods of rapid company change, ensuring team readiness and process consistency through significant organizational scaling.
Restaurateur / Area Manager
CHIPOTLE MEXICAN GRILL
06.2011 - 11.2017
- Placed in an underperforming store in 09/2011; within three months developed 4 managers and built a new crew, achieving a 48% sales comp over the prior year and 42% flow-through by early 2012.
- Developed over 5 General Managers, 6 Assistant Managers, 10 Service Managers, and 15 Kitchen Managers across tenure.
- Promoted to Restaurateur in 2013 and took on multi-unit development; mentored 3 neighboring stores to Restaurateur status within two years.
- Contributed to opening 6 new Chipotle locations as part of NRO teams, ensuring crew training standards and conducting 90-day performance follow-ups.
- Led a special project team to develop and implement company-wide Assistant Manager Training materials.
Training Manager
PEET'S COFFEE AND TEA
01.2006 - 06.2011
- Grew store sales year over year by 10% consistently since 2006, with flow-through exceeding budget by 10%.
- Led development of new core training curriculum for all stores and ran implementation studies from 09/2009–01/2011.
- Served as team lead for developing the Kronos scheduling system for labor model optimization and store productivity.
- Elevated guest secret shop scores from 75% to 98% overall satisfaction, placing in the top 5% company-wide.
- Turned around underperforming stores by coaching store managers and creating tailored personal and store development plans.
- Developed 6 baristas to shift leads, 3 shift leads to assistant managers, and 2 assistant managers to store managers.
- Awarded Manager of the Region for 2010 for excellence in operations, customer service, and company inspiration.
District Manager
STARBUCKS COFFEE COMPANY
07.1999 - 01.2006
- Opened a new drive-thru location in 2005—hired and trained all staff, led setup and organization, and created an opening sales strategy that drove record-breaking results, beating budget by 115% for the year.
- Served as training manager supporting the district in turning around 3 underperforming stores, increasing customer service scores by 20% and bringing all stores to meet sales and controllable cost budgets.
- Trained and guided new Store Managers, enhancing leadership capabilities within the district.
- Conducted training sessions for crews during 10+ new store openings to ensure operational readiness.
- Recognized as Manager of the Year in 2004 for exemplary customer service and operational execution.
Education
Bachelor of Science - Psychology
CSU Fresno
Fresno, CA01-2003
Skills
- Customer service management
- Complaint resolution
- Performance management
- Satisfaction enhancement
- Sales and margin improvement
- Quality assurance
- Efficiency strategies
- Cost reduction strategies
- Training development
- Coaching and people development
- Team building
- Multi-unit management
- Retail and contact center operations
- Project rollouts
- Leadership development
Timeline
Senior Manager, Customer Care Operations
CARVANA
11.2017 - Current
Restaurateur / Area Manager
CHIPOTLE MEXICAN GRILL
06.2011 - 11.2017
Training Manager
PEET'S COFFEE AND TEA
01.2006 - 06.2011
District Manager
STARBUCKS COFFEE COMPANY
07.1999 - 01.2006
Bachelor of Science - Psychology
CSU Fresno