Hi, I’m
Tracy Barlow
Tucson,AZ
Summary
A seasoned and innovative business professional with 10+ years of customer support and operations experience spanning a variety of sectors. Recognized for empowering teams and optimizing operational processes, with a verifiable history of contributing directly to company growth and expansion. Professional focal points include strategic planning, business analysis, team building, coaching, change management, and client satisfaction and retention.
In my current role as Customer Support Manager with Airtable, I manage a scalable team of technical support specialists, and I play a key role in creating multi-year strategic plans. Colleagues describe me as a driven, down-to-earth, strategic, and managerial expert who can be relied on to offer superior solutions that deliver profitable results on time and under budget.
Overview
23
years of professional experience
Skills
- Lead Teams
- Managing Operations and Efficiency
- Project Management
- MS Office Expertise
- G Suite
- SAP
- Quickbooks
- Salesforce
- Analytical and Critical Thinking
- Flexible and Adaptable
Work History
Airtable IncRemote
Manager, Enterprise Support
03.2022 - Current
Job overview
- Manage scalable team of senior Enterprise technical support specialists
- Increased my team's first reply SLA by 16% in two months and achieved highest SLA in six months at 87% by sharing metrics in weekly team meetings and emphasizing how team's daily work impacts OKRs
- Implemented new QA process to improve agent efficiency and accuracy in customer interactions
Healthycoin LLCRemote
Accountant
01.2021 - 03.2022
Job overview
- Bookkeeping (Quickbooks); specialized in Salon accounts
- Account set-up for the Salon segment
OpenText, Inc
Manager, Technical Support
07.2018 - 02.2022
Job overview
- Led team of Senior Technical Analysts and Senior Customer Advocates supporting RightFax, Alchemy, and RightFax Express enterprise software
- Improved support operations by reducing time to resolution – reduced tickets over 90 days by 76% in 6 months
- Increased team's customer satisfaction (CSAT) score from 94% to 98% in 7 months achieving department goal of 97% - achieved 100% customer satisfaction in October 2019
- Produce monthly performance metrics reports for Sr. Management and individual direct reports
- Manage customer escalations and respond to low satisfaction surveys to help improve customer experience with support
- Created comprehensive corrective and preventive action plan for large customer and implemented five cross-functional corrective actions to prevent issue from occurring again
Ernst and YoungTucson, AZ
Administrative Manager, Supervising Associate
07.2017 - 06.2018
Job overview
- Grow and lead National Executive Assistant Team (NEAT) of 50 EAs providing virtual support to over 300 U.S
- Partners, Principles, Executive Directors, and Directors of the firm
- Negotiated assignments for EAs based on client needs and met with Partners in matrix organization each month to solicit feedback and satisfaction with current support
- Manage operations; facilitate onboarding and training, coordinate workload assignments and changes, facilitate team meetings, and lead planning/project management for site events
- Evaluated and coached executive assistants on their performance
- Two EAs from my team were promoted into supervisor roles.
OpenText, IncTucson, AZ
Product Support Manager
01.2016 - 05.2017
Job overview
- Led Digital First team of Technical Analysts responsible for troubleshooting level 1 technical issues with Right Fax software initiated through "My Support"
- Planned and implemented operational changes to increase performance metrics including SLA, time to resolution, solution provided, KCS link rate, and customer satisfaction
- Slashed missed SLA metric from 23% in February 2016 to less than 3% in April 2017 through implementation of “meet the SLA team”
- Implemented incentive programs to drive both customer and employee satisfaction which resulted in 100% customer satisfaction score (CSAT) in May 2017: prior average for team was 85 – 90%
- Developed ticket audit form as member of QA/Compliance team representing Fax Document and Distribution team; responsible for reviewing current processes and creating new policies and procedures streamlined across CSS teams
Escalante ConcreteTucson, AZ
Accounts Payable Specialist
10.2015 - 12.2015
Job overview
- Applied proper codes to invoices, files, and receipts to keep records organized and easily searchable.
- Processed invoices and journal entries with efficiency and accuracy, resulting in decreased discrepancies.
- Reached out to vendors and customers to verify information and follow up on client issues.
Customer, Spectrum Brands, IncMadison, WI
Senior Manager
04.2005 - 04.2015
Job overview
- Manage order to cash functions in support of 700+ North America retail accounts for Personal Care and Home Appliances divisions within Global Batteries and Appliances - net sales totaling $2, 230.7 million (Fiscal 2014)
- Hire, train, and direct 15 Customer Care Representatives responsible for purchase order entry and timely shipment of orders
- Coordinate purchase order shipments with 3PL provider, build truckload shipments, coordinate LTL shipments with carrier
- Maintain key relationships at all levels of organization including sales managers, brokers, retail customers, finance, supply chain, and distribution centers to ensure purchase orders are executed accurately and in timely fashion
- Cross-functional team leader/coordinator for Vendor Compliance Council to review and approve new customer compliance requirements prior to implementation
- Reduced deductions on Remington business from $750K + per year in 2008 to under $300K by 2010 through process improvements and coordination efforts with warehouse
- Change management achievements; significant contributor to seamless transition of customer care functions through three integration/segregation projects; 2005 integration of Lawn and Garden division, 2008 segregation of Remington and Rayovac teams, 2011 integration of Russell Hobbs division
- Created and delivered interdepartmental Customer Care 101 training sessions for sales teams
- Authored SOPs and work instructions for Customer Care Team
- Ensure compliance with Sarbanes-Oxley (SOX) requirements for Customer Care Department
- Responsible for month-end processing activities in SAP to ensure all shipped orders are invoiced in fiscal period
- Prepare fiscal month and quarter-end shipping projections report to senior management
US Cellular WirelessMadison, WI
Financial Services Help Desk Coach
10.2004 - 04.2005
Job overview
- Supervise team of six lead Associates; perform QA monitoring and evaluations, conduct one-on-one and side-by-side sessions, coach for improved performance
- Oversee Financial Services Mentoring Program; interview and hire mentors, coordinate new hire partnering and monitor mentors.
US Cellular WirelessMadison, WI
Fraud Supervisor
08.2003 - 10.2004
Job overview
- Assisted Fraud Manager in the centralization of the Fraud team from the field to the Madison Call Center including, hiring and training twenty new Associates.
- Evaluated customer data to identify and prevent fraudulent activities.
- Assisted with launch of new fraud detection software program, Fraud Centurion; Trained team on how to use the tool prior to roll-out.
US Cellular WirelessMadison, WI
Payment Control Supervisor
10.2000 - 08.2003
Job overview
- Oversaw timely posting of customer payments and reconciliation of daily cash activity in Retail/Kiosk locations with a team of 13 associates
- Assisted in consolidation of Payment Control functions from the field to the Central Region office.
Education
Western Governors University, Salt Lake City, UT
Bachelor of Science from Accounting
12.2020
University of Wisconsin - Madison, Madison
Bachelor of Arts from Sociology
12.1993
Accomplishments
Scholarships
- Women in Leadership, Western Governors University (December 2018)
- Completed my B.S. in Accounting in one year
Leadership Courses
- Manager Development Forum, Situational Leadership II, Core Leadership Program, Managing with Insights Discovery
Keywords
Accounts Payable, Accounts Receivable, Accounting, Audit, Avaya, billing, business development, call center, call monitoring, cash management, change management, Cisco, Citrix, coaching, CRM, compliance, customer satisfaction (CSAT), customer service, EDI, ERP, event planning, fax, finance, financial analysis, fraud, GAAP, hiring, invoicing, ITSM, JIRA, leadership, management, mentoring, metrics, Excel, Microsoft Office Suite, operations, order to cash, Outlook, PowerPoint, problem resolution, reconciliation, relationship management, SharePoint, Word, purchase order processing, QA, quality control, reporting, SAP, shipping, SLA, SOP, supply chain operations, team management, training, troubleshooting, Salesforce, Quickbooks
Timeline
Manager, Enterprise Support
Airtable Inc
03.2022 - Current
Accountant
Healthycoin LLC
01.2021 - 03.2022
Manager, Technical Support
OpenText, Inc
07.2018 - 02.2022
Administrative Manager, Supervising Associate
Ernst and Young
07.2017 - 06.2018
Product Support Manager
OpenText, Inc
01.2016 - 05.2017
Accounts Payable Specialist
Escalante Concrete
10.2015 - 12.2015
Senior Manager
Customer, Spectrum Brands, Inc
04.2005 - 04.2015
Financial Services Help Desk Coach
US Cellular Wireless
10.2004 - 04.2005
Fraud Supervisor
US Cellular Wireless
08.2003 - 10.2004
Payment Control Supervisor
US Cellular Wireless
10.2000 - 08.2003
Western Governors University
Bachelor of Science from Accounting
University of Wisconsin - Madison
Bachelor of Arts from Sociology
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