TRACY ANN SPENCER
Summary
Results-driven travel industry professional with great sales, service and planning abilities. Focused on increasing sales and retaining key business with proactive strategies and above-and-beyond support. Excels under pressure and in fast-paced environments with great multitasking abilities.
Overview
15
15
years of professional experience
Work History
Centurion Membership Manager
American Express
07.2018 - 04.2026
- Cultivated relationships with Centurion (Black Card) cardmembers, providing ultra-premium, white-glove service that elevated client satisfaction.
- Provided proactive account oversight, rapid issue resolution, and confidential support for high-net-worth clients.
- Coordinated luxury travel and exclusive experiences, ensuring seamless delivery of concierge-level services for high-net-worth clients.
- Created and implemented membership engagement strategies, driving increased customer loyalty and satisfaction.
- Managed membership databases to ensure accurate and up-to-date member information.
- Collaborated with cross-functional teams to align membership offerings with business goals.
- Analyzed member feedback to identify trends and improve service delivery processes.
Platinum Travel Consultant
American Express
07.2018 - Current
- Delivered premium travel support for Platinum and Centurion cardmembers.
- Coordinated complex itineraries, ensuring seamless travel experiences and timely resolution of high-priority issues.
- Maintained high satisfaction levels by delivering expert service and meticulous attention to detail.
Collections Specialist
American Express
07.2018 - Current
- Managed financial discussions and account management for high-value cardmembers, enhancing customer satisfaction.
- Applied analytical, negotiation, and decision-making skills to resolve complex financial issues.
- Resolved sensitive financial matters promptly, minimizing potential risks to cardmembers.
Center of Excellence Consultant
DCR Workforce
01.2018 - 04.2018
- Acted as primary operations support liaison, resolved complex client issues.
- Coordinated with program management teams, clients, and suppliers to enhance operational continuity.
- Led client engagement initiatives to improve workforce management strategies.
- Analyzed data to identify trends and recommend process enhancements.
- Coordinated training sessions for client teams on workforce optimization tools.
Program Manager
Conduent (formerly TMS Health, a Xerox Company)
11.2012 - 01.2018
- Designed and managed programs aligned with client specifications, ensuring effective implementation.
- Oversaw support staff and analyzed performance data to identify actionable improvements.
- Led cross-functional teams to implement strategic initiatives and enhance program delivery.
- Managed project timelines and resources to ensure alignment with organizational goals.
- Facilitated meetings to gather stakeholder feedback and drive project requirements.
Senior Customer Care Manager
Conduent (formerly TMS Health, a Xerox Company)
11.2012 - 01.2018
- Coordinated staffing and scheduling for 60+ employees to ensure optimal coverage and service delivery.
- Led operational changes and implemented efficiency improvements to enhance customer service processes.
- Managed customer care teams to ensure high-quality service delivery.
- Developed training programs for new customer care representatives.
- Implemented process improvements to enhance customer experience.
Customer Care Manager
Conduent (formerly TMS Health, a Xerox Company)
11.2012 - 01.2018
- Met program goals through performance analysis and escalation management.
- Managed customer care team to enhance service quality and responsiveness.
- Developed training programs to improve staff skills and knowledge.
- Implemented feedback systems to address customer concerns effectively.
Team Lead
Conduent (formerly TMS Health, a Xerox Company)
11.2012 - 01.2018
- Led daily coaching sessions to enhance team skills and monitored call quality to ensure standards.
- Facilitated certification processes and training programs for new team members, promoting seamless onboarding.
- Led team meetings to coordinate project updates and resource allocation.
- Mentored junior staff on best practices and company procedures.
- Streamlined workflow processes to enhance operational efficiency and productivity.
Customer Assistant Specialist
Conduent (formerly TMS Health, a Xerox Company)
11.2012 - 01.2018
- Delivered customer service to healthcare providers while efficiently processing sample requests.
- Assisted customers with inquiries and provided product information.
- Processed orders and managed account updates efficiently.
- Collaborated with team members to enhance customer service strategies.
Call Center Agent
Interactive Response Technologies
04.2011 - 11.2012
- Resolved billing and information inquiries while promoting new products and services to enhance customer satisfaction.
- Delivered exceptional customer service through clear communication and active listening.
- Resolved customer inquiries promptly using internal knowledge base and resources.
- Assisted team members with complex issues to ensure consistent support standards.
Education
Bachelor of Science - Leadership and Management
Capella University
Skills
- Client management
- Exclusive Client Services
- Wealth management
- Travel technology
- Itinerary planning
- Travel Planning Strategies
- Process improvement
- Performance Management
- Problem Resolution
- Strategic Decision-Making
- Leadership & Team Guidance
- Strong communication skills
- Customer experience
Technical Skills
• Sabre GDS — PNR creation, ticketing, exchanges, reissues, queue management
• Concur Travel — corporate booking, policy compliance, traveler profiles
• Salesforce CRM — case management, client history, service tracking
• Travel Supplier Portals — airline, hotel, and car vendor systems
• Virtual Call Center Platforms — softphone systems, remote servicing tools
• Service Recovery Tools — waivers, rebooking, irregular operations handling
• Global Distribution Systems — multi‑GDS proficiency
• Microsoft Office Suite — Outlook, Excel, Teams
• Fraud & Verification Tools — payment validation, identity checks
Timeline
Centurion Membership Manager
American Express
07.2018 - 04.2026
Platinum Travel Consultant
American Express
07.2018 - Current
Collections Specialist
American Express
07.2018 - Current
Center of Excellence Consultant
DCR Workforce
01.2018 - 04.2018
Program Manager
Conduent (formerly TMS Health, a Xerox Company)
11.2012 - 01.2018
Senior Customer Care Manager
Conduent (formerly TMS Health, a Xerox Company)
11.2012 - 01.2018
Customer Care Manager
Conduent (formerly TMS Health, a Xerox Company)
11.2012 - 01.2018
Team Lead
Conduent (formerly TMS Health, a Xerox Company)
11.2012 - 01.2018
Customer Assistant Specialist
Conduent (formerly TMS Health, a Xerox Company)
11.2012 - 01.2018
Call Center Agent
Interactive Response Technologies
04.2011 - 11.2012
Bachelor of Science - Leadership and Management
Capella University