Tracy D. Dover
Lansdale,PA
Summary
Results-driven leader with a proven track record in team oversight and operations management. Adept at monitoring performance metrics, maintaining compliance with standards, and identifying process improvements to enhance team effectiveness and operational excellence.
Overview
31
31
years of professional experience
Work History
Site Supervisor
ThermoFisher Scientific
12.2021 - Current
- Led a team of over 16 people, including two supervisors.
- Oversaw daily operations of Merck teams, ensuring alignment with organizational goals
- Monitored key performance metrics to support operational excellence
- Maintain SOPs and ensure all GMP practices are being followed
- Identified improvement opportunities to enhance team effectiveness
- Coached and mentored team members to enhance performance.
- Executed various assigned tasks to support team operations
- Participate in key projects to support local/corporate initiatives
- Build strong and lasting relationships with customers
Customer Service Process Specialist
EMD Performance Materials - Merck
Philadelphia, Pennsylvania
08.2012 - 11.2021
- Developed and implemented streamlined processes for customer service department, increasing departmental efficiency.
- Resolved customer issues through diligent follow-up, ensuring satisfaction.
- Coached and trained customer service representatives, enhancing service quality and team performance.
- Reviewed and updated processes to align with current standards.
- Qualified and created new marketing accounts, expanding customer base.
- Generated sales cases and sample orders to support revenue growth.
Training Process Specialist
ExxonMobil Corp.
Houston, TX
09.1995 - 08.2009
- Led training initiatives for customer service center and support teams, including sales engineers, field personnel, supervisors, and new hires, while managing all training curriculum to enhance team performance.
- Developed innovative strategies to challenge trainees consistently with updated course material, fostering a dynamic learning environment.
- Supervised four training assistants, guiding and supporting them to ensure effective training delivery.
- Traveled 20% of the time throughout North America to conduct training sessions.
- Contributed actively to the leadership team and collaborated effectively with team members.
- Demonstrated high energy, enthusiasm, and a strong desire to positively impact the organization.
- Demonstrating and encouraging "out of the box" thinking
- Excellent strategic and tactical decision-making skills
- To coach, train and develop while maintaining a cohesive team environment
Education
Bachelor of Arts - English-Literature
Northwestern University
Evanston, IL05-1995
Skills
- Operations management
- SOP compliance
- Safety compliance
- Performance monitoring
- Process improvement
- Customer relationship management
- Team leadership
- Problem solving
- Relationship building
References
References available upon request
Timeline
Site Supervisor
ThermoFisher Scientific
12.2021 - Current
Customer Service Process Specialist
EMD Performance Materials - Merck
08.2012 - 11.2021
Training Process Specialist
ExxonMobil Corp.
09.1995 - 08.2009
Bachelor of Arts - English-Literature
Northwestern University