Tracy Deke
Daphne
Summary
Dynamic leader with a proven track record at Vestis Uniforms, excelling in customer experience strategy and policy formulation. Expert in developing impactful training programs and fostering cross-functional collaboration, driving significant improvements in customer satisfaction and retention. Adept at stakeholder engagement, leveraging strong interpersonal skills to enhance service delivery and operational efficiency.
Overview
7
7
years of professional experience
Work History
Director of Customer Experience
Vestis Uniforms and Workplace Supplies
09.2024 - Current
- Collaborated with cross-functional teams to align customer experience strategies.
- Implemented training programs for staff on customer service best practices.
- Worked closely with stakeholders from various departments in order to ensure smooth delivery of projects related to enhancing the customer experience.
- Formulated policies and procedures for creating an exceptional customer experience across all channels.
- Conducted regular training sessions to enhance employees' knowledge on product offerings and services.
- Developed and implemented customer-centric strategies to improve customer experience.
Director of Service
Aramark Uniform & Career Apparel
07.2018 - 08.2024
- Trained staff on service procedures and customer interaction techniques.
- Collaborated with other departments to improve overall service delivery.
- Developed training materials to support new employee onboarding processes.
- Motivated and supported employees to maintain low turnover.
- Adhered to customer service standards to foster satisfaction and retention.
- Created standard operating procedures for all service functions.
- Created detailed reports on service activities for senior management review.
- Developed strategies for improving customer experience through enhanced product features or improved processes.
- Represented the service department in executive meetings, providing reports and insights on performance and initiatives.
- Developed and implemented service protocols to enhance operational efficiency.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
Education
Bachelor of Arts - Human Resource Management
University of Northern Iowa
Cedar Falls, IA05-1993
Skills
- Customer experience strategy
- Policy formulation
- Training program development
- Stakeholder engagement
- Cross-functional collaboration
- Customer relationship management
Affiliations
- Gulf Coast clean up volunteer
- Love to travel and experience new things
Timeline
Director of Customer Experience
Vestis Uniforms and Workplace Supplies
09.2024 - Current
Director of Service
Aramark Uniform & Career Apparel
07.2018 - 08.2024
Bachelor of Arts - Human Resource Management
University of Northern Iowa
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