Tracy Gillett
Garden Grove,IA
Summary
Results-driven operations leader with progressive experience spanning Dialer Operations, Quality Assurance, Team Leadership, Supervision, and Operational Account Management. Proven track record of driving KPI performance, optimizing workforce strategy, and ensuring full compliance with the SOW and SLA across multi-account environments. Experienced in P&L oversight, client relationship management, performance strategy execution, and cross-functional leadership, and recognized for strengthening operational discipline, elevating frontline leadership capability, and delivering measurable improvements in quality, conversion, and efficiency within high-volume contact center operations.
Overview
15
15
years of professional experience
Work History
SBU Manager; Operational Account Manager
The Office Gurus
Belize
03.2021 - Current
- Led end-to-end operational delivery, ensuring full compliance with SOW, KPIs, SLAs, and financial targets
- Served as primary client point of contact (when no SAM), managing escalations, performance reviews, and strategic alignment
- Oversaw account financials including invoicing, headcount forecasting, budget tracking, and KPI penalty management
- Monitored revenue, costs, and performance metrics to drive operational efficiency and profitability
- Coached and developed Supervisors through structured 1:1s, performance management, and succession planning
- Partnered with WFM, QA, BI, HR, and Training to optimize staffing, reporting accuracy, and execution standards
- Designed and executed performance strategies, bonus structures, and incentive programs to improve results
- Conducted operational and compliance audits to ensure documentation, QA processes, and performance discipline
- Directed new account implementations and cross-site rollouts, ensuring operational readiness and successful launch execution
Operations Supervisor
The Office Gurus
Belize
07.2020 - 03.2021
- Managed multiple Team Leads and accounts, driving performance against client KPIs and production targets
- Owned KPI performance; analyzed trends and delivered daily/weekly performance reporting to leadership
- Directed floor operations including staffing plans, coverage validation (IB), outbound lead strategy (OB), and dialer/queue management
- Led structured performance management through weekly 1:1s, coaching oversight, and development planning for Team Leads
- Facilitated internal and client calibration sessions to ensure QA alignment and execution consistency
- Delivered weekly performance reviews and client-facing performance management meetings
- Managed scorecards, bonus calculations, promotional calendars, and end-of-week executive recaps
- Conducted operational audits (checklists, QA follow-ups, planners, documentation) to ensure process discipline and compliance
- Partnered with recruiting and cross-functional teams to support hiring, system optimization, and account updates
Operations Team Leader
The Office Gurus
Belize
11.2018 - 07.2020
- Directed performance across 4 concurrent client accounts spanning multiple industries
- Led, coached, and developed frontline teams to consistently achieve KPI, QA, productivity, and revenue targets
- Owned performance management lifecycle: real-time monitoring, structured 1:1 coaching, action plans, and PIPs
- Translated program KPIs into targeted coaching strategies to drive measurable conversion and efficiency gains
- Strengthened quality and compliance through QA audits, calibrations, and call performance analysis
- Managed escalations, workforce coordination, and cross-functional alignment with WFM, QA, Training, and HR
- Cultivated a high-performance culture through engagement initiatives, recognition programs, and clear performance communication
- Delivered operational insights and performance reporting to senior leadership and client stakeholders
Quality Analyst
The Office Gurus
Belize
04.2018 - 11.2018
- Conducted thorough quality assessments, achieving 100% compliance with company standards.
- Collaborated with cross-functional teams to identify and implement process improvements, reducing defects by 60%.
- Analyzed data trends to inform decision-making and enhance product quality, contributing to improved operational efficiency
Diarist & Office Assistant
PEC construction LTD.
Belmopan, Belize
04.2015 - 11.2015
- Administered inventory control systems, maintaining 100% accuracy and streamlining stock management for operational efficiency.
- Executed payroll for 50+ employees with full compliance to financial regulations, supporting workforce satisfaction and timely payments.
- Managed logistical and administrative functions for a mobile office, improving operational efficiency and reducing delays
Customer Service Representative
Ready Call Center
Burrell Boom, Belize
06.2011 - 03.2015
- Provided technical assistance to 50+ users daily, resolving hardware and software issues efficiently.
- Guided customers through setup and installation processes, achieving a 95% first-contact resolution rate.
- Supported troubleshooting efforts that reduced repeat issues by 15%, improving overall customer satisfaction
Education
High School Diploma -
Belmopan Comprehensive School
Belize01-2011
Skills
- - Excellent written and communication skills
- - Ability to work under pressure
- - Time Management & multitasking
- - Adaptability
Timeline
SBU Manager; Operational Account Manager
The Office Gurus
03.2021 - Current
Operations Supervisor
The Office Gurus
07.2020 - 03.2021
Operations Team Leader
The Office Gurus
11.2018 - 07.2020
Quality Analyst
The Office Gurus
04.2018 - 11.2018
Diarist & Office Assistant
PEC construction LTD.
04.2015 - 11.2015
Customer Service Representative
Ready Call Center
06.2011 - 03.2015
High School Diploma -
Belmopan Comprehensive School