Tracy Brock
Saint John,NB
Summary
Over 10 years’ experience in Domestic and International Business including all aspects of Operations, Quality Assurance, Payments Acceptance, Portfolio Management, Training, Project, and Product Management. Results-oriented leader and team player with a good sense of urgency, a high level of work ethic, the ability to multi-task, and work within a fast-paced environment. A fact-based decision-maker with excellent problem-solving skills and interpersonal skills. Committed to quality, remaining flexible and reliable for face-to-face, telecommunication, or written communications. Additionally, I have 5+ years’ experience in customer service, technical support, service roles, and support roles, and 2+ in Accounting and Finance. Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
20
20
years of professional experience
Work History
Office Manager
Carstar Collision Center
08.2022 - 01.2023
- Responsible for customer service, scheduling repair projects, parts procurements, and deliveries
- Implemented Health and Safety programs.
- Supported department heads in accomplishing their goals through diligent administrative assistance such as report generation and data entry.
- Contributed to workplace safety by ensuring compliance with established emergency protocols and conducting regular equipment inspections.
Office Co-Ordinator
HCL Logistics, Inc
09.2021 - 06.2022
- Performed audit-related tasks and data entry for inventory management
- Also worked on production-related tasks.
- Facilitated a positive work environment by addressing employee concerns and providing support when needed.
- Served as Secretary for the JHSC Health and Safety Committee
Office Manager
Car Fixers Auto Body and Collision Center
01.2020 - 04.2022
- Performed reception duties, procured parts, maintained inventory, handled payments, and performed accounting tasks.
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained computer and physical filing systems.
- Created, maintained and updated filing systems for paper and electronic documents.
- Updated reports, managed accounts, and generated reports for company database.
- Developed and maintained successful relationships with vendors, suppliers and contractors.
Project Manager
NorthStar Utilities / Harris Computer Systems
12.2018 - 04.2019
- Managed customer projects for implementing CRM, billing, and meter reading systems
- Handled project scope, schedule, and resource management.
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
- Managed risk assessments and implemented mitigation strategies to minimize potential issues during project execution.
- Prepared detailed reports on project status for stakeholders, ensuring transparency and alignment with objectives.
- Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in the team''s ability to deliver results.
Senior Technical Project Manager
Verifone Canada, Inc
09.2016 - 01.2018
- Performed business analysis, managed customer requirements, and oversaw project timelines
- Also involved in quality assurance and customer training.
- Enhanced project efficiency by streamlining communication channels and implementing agile methodologies.
- Reduced project delivery time by optimizing resource allocation and prioritizing critical tasks.
- Oversaw quality assurance activities, ensuring that final deliverables met or exceeded client expectations consistently.
- Supported and executed simultaneous delivery of multiple projects
Product Manager
First Data Canada, Inc
09.2008 - 05.2016
- Managed product releases and updates for CHIP acceptance
- Handled project management and issue resolution.
- Streamlined the product development process for faster time-to-market and improved efficiency.
- Launched successful products by conducting thorough market research and identifying customer needs.
- Enhanced user experience, resulting in increased customer satisfaction and retention rates.
- Managed full product lifecycle, from ideation through post-launch support, ensuring consistent quality control measures were in place.
- Collaborated with sales teams to develop effective training materials that drove increased product knowledge among staff members, resulting in higher close rates.
- Spearheaded the creation of detailed user guides for enhanced usability of newly launched products.
- Continuously monitored customer feedback channels after launch to gather insightful data for future iterations or updates.
- Developed product documentation to communicate upcoming features and products to internal teams.
- Prioritized roadmap in order to achieve product goals and metrics.
- Coordinated with design and media teams to develop high-quality creative assets.
- Mentored local personnel on best practices and protocols to maximize productivity.
Product Manager
Pivotal Payments, Inc (Name has changed - Nuveii)
12.2002 - 04.2008
- Responsible for partner acquirer offerings, customer support, and deployment management.
- Enhanced team performance by conducting regular training sessions and providing opportunities for professional development.
- Developed comprehensive documentation such as user guides and training materials to facilitate smooth handovers at the conclusion of each project phase.
- Demonstrated strong leadership skills by effectively managing diverse teams and maintaining high levels of motivation, even during challenging periods of significant change or tight deadlines.
- Served as technical liaison, supporting engineering, management, procurement, sales and marketing, quality assurance and supply base.
- Collaborated with business users, technical teams, database administrators and testing teams during kickoff meetings, joint application designing, and planning sessions to validate requirements.
- Wrote, updated and maintained product documentation.
- Managed a team of 5 that was able to manually board 250+ accounts per month, with 7 platforms and no automation.
- Assisted IT resources with requirements to automate boarding interfaces
Education
Project Management Professional certification -
Project Management Institute
01.2018
New Product Development Profession certification -
PDMA
01.2008
Bachelor of Arts - Accounting And Enrrepreneurship
Concordia’s John Molson School of Business
Montreal, QCAssociate of Science - Nursing
Isothermal Community College
Spindale, NC01.1997
Skills
- Employee Supervision
- Supply Management
- Contract Administration
- Compliance Monitoring
- Data Entry
- Staff Hiring
- Operations Management
- Administrative Support
- Customer Service
- Staff Training
- Excellent Multi-Tasking Ability
- Documentation Expertise
Special Training Skills
Software proficiency in Windows, Microsoft Office Pro, Microsoft Project, Clarity, Planview, Jira, and more. Certified in CPR/First Aid March 2023 in New Brunswick. Worked in retail, restaurant, food delivery, automotive, financial, auto leasing, customer service and technical support as well as factory work.
Timeline
Office Manager
Carstar Collision Center
08.2022 - 01.2023
Office Co-Ordinator
HCL Logistics, Inc
09.2021 - 06.2022
Office Manager
Car Fixers Auto Body and Collision Center
01.2020 - 04.2022
Project Manager
NorthStar Utilities / Harris Computer Systems
12.2018 - 04.2019
Senior Technical Project Manager
Verifone Canada, Inc
09.2016 - 01.2018
Product Manager
First Data Canada, Inc
09.2008 - 05.2016
Product Manager
Pivotal Payments, Inc (Name has changed - Nuveii)
12.2002 - 04.2008
Project Management Professional certification -
Project Management Institute
New Product Development Profession certification -
PDMA
Bachelor of Arts - Accounting And Enrrepreneurship
Concordia’s John Molson School of Business
Associate of Science - Nursing
Isothermal Community College
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