Tracy Bonaldo

Strategic Leadership & Process Optimization Collaborate with department heads to align operational workflows with corporate strategic goals and evolving business requirements. Document and standardize business processes, training procedures, and SOPs to ensure organizational consistency.

Design complex tools and models in Excel

and PowerPoint to track performance metrics, organizational growth, and developmental processes.

Identify trends and opportunities by analyzing high-level data

escalations, providing actionable recommendations to executive leadership.

Team Management & Development

Oversee full-cycle talent management, including

hiring, onboarding, annual performance evaluations, and separations.

Drive department productivity by monitoring daily/weekly workflows and providing support to low performers.

Cultivate positive office culture by resolving grievances, managing morale, and implementing coaching or corrective actions for

underperforming staff.

Coordinate administrative logistics, including employee timecard

approvals and overtime scheduling based on fluctuating workloads.

Compliance & Quality Control Enforce strict adherence to Discovery Laws, state Evidence Codes, HIPAA and internal controls to maintain legal and regulatory compliance.

Conduct audits of staff and department performance to ensure applied changes are maintained and problem areas are corrected.

Maintain reporting dashboards to provide VP with accurate monthly productivity data.

Serve as a subject matter expert on internal

processes and med-legal terminology to support client-specific needs.

Communication & Execution Lead cross-departmental meetings to communicate procedural changes and ensure synergy.

Execute high-priority tasks in a high-pressure environment, demonstrating the ability to pivot quickly as business needs

change.

Manage client-specific requirements by learning and evaluating unique needs and adapting internal processes to meet them.

Operations Management: Directed intake and scheduling teams for dental and medical business units, ensuring strict adherence to SLAs and custom client protocols.

Process Improvement: Leveraged Lean Six Sigma Certification to lead a cross-functional project aligning onshore and BPO workflows, resulting in a 40% reduction in escalated assignments and stabilized turnaround times.

Performance Optimization: Managed team productivity through data-driven reporting, QA audits, and targeted coaching to consistently meet inventory needs and aging targets.

Product Development: Served as SME and SOC Champion for software releases and compliance audits; authored user stories and conducted UAT to ensure seamless production launches.

Evaluated policies in inbound call center to uncover opportunities for improved customer support.

Managed customer inquiries and ensured compliance with state licensing guidelines to maintain service quality.

Assisted in following Geico's call handling procedures. Applied requested changes to policies. Supported team in maintaining compliance with operational standards.

Maintained performance metrics, including call times, volume, and quality, as evaluated by internal auditors.

Trained, prepared and opened an experience-based retail store.

Led a team of 30 direct report employees to exceed store revenue and customer satisfaction goals by utilizing survey results to develop high quality employees. Awarded Best New Store our opening year.

Managed daily operation of specialty retail store - staffing and scheduling personnel, reconciling credit, check and cash receipts and monitoring inventory.

Managed weekly deliveries of inventory and maintained stock by keeping an organized store room and stock manifest.

Encouraged creativity and fun amongst the staff and our guests to promote brand loyalty.