Tracy J. Goodwin
Rocklin,CA
Summary
Dedicated to fostering deep, long-lasting relationships with clients and colleagues. Several years of experience in measuring, evaluating, and enhancing the customer experience, with a strong focus on ensuring customer loyalty. Committed to exceeding expectations while maintaining a robust customer base and driving business growth. Motivated by challenges and hard work, thriving on transforming obstacles into opportunities for success.
Overview
20
20
years of professional experience
Work History
Director of Membership Services
Los Altos Golf & Country Club
Los Altos, CA
02.2016 - Current
- With a focus on community, an active Membership base totaling nearly 1200 members was provided with an exceptional environment to relax, compete, network, and share with family and friends by fostering a family-oriented atmosphere that promoted a lifestyle of quality, comfort, and a sense of belonging for the Members.
- Through excellent communication skills combined with careful planning and the fulfillment of a vision for the Club, there was a notable increase in member activities, satisfaction, and overall well-being during the Member's Club experience. This was achieved by maintaining non-negotiable standards of clear expectations with the staff. Attention to detail- clubhouse maintenance to culinary production and service- was only possible by listening to the Membership's needs and providing clear feedback and coaching to the staff.
- Collaborating directly with the Board of Governors and all Committees and introducing a new level of Member programming, activities, and engagement led to increased Member satisfaction and retention, as well as new Member sales, resulting in overall revenue growth the Club had not seen before. This included boosting the members' dining cover counts from 44,000 in 2009 to over 77,000 covers by the end of 2012.
Customer Experience Director
Service by Medallion
Mountain View, CA
01.2013 - 02.2016
- Effectively partner and work cross-functionally with entire company to define customer experience standards and implement process improvements
- Work tirelessly to learn what is important to our customers on a daily basis then exceed those expectations
- Work with customers to plan their monthly, quarterly and annual goals as relates to the services we provide
- Led initiatives to enhance customer satisfaction and loyalty through targeted feedback mechanisms.
- Analyzed customer feedback data to identify trends and drive strategic enhancements in service offerings.
- Collaborated with cross-functional teams to streamline processes and elevate overall customer experience.
- Implemented quality assurance protocols to ensure consistency in service across all touchpoints.
- Mentored junior staff members, fostering a culture of continuous improvement and professional development.
- Designed and executed customer engagement strategies to increase retention rates and brand loyalty.
- Monitored key performance indicators, utilizing insights to inform decision-making and optimize operations.
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Conducted regular performance reviews with team members, fostering professional growth and development.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Analyzed sales trends to identify opportunities for upselling or cross-selling products, increasing revenue without sacrificing customer satisfaction.
Director, Sales and Service
Pipeline Marketing Group
Los Angeles, CA
08.2009 - 12.2012
- Responsible for soliciting business and managing communication channels with customers while working tirelessly to grow this start-up consulting business
- Responsible for recruiting, hiring, training, and managing sales and customer service professionals in the hospitality market, who we placed at locations throughout the United States
- Met with the Board of Directors, COO's, General Managers, and all levels of management to present the benefits of contracting with the company for sales outsourcing, mentoring strategies, and customer service priorities
- Research and create viable marketing strategies to assist customers in achieving brand recognition
- Train employees on a CRM tool based on Salesforce platform to maximize sales time and maintain a high service level for customers.
- Streamlined sales operations and prioritized tasks, allowing owners to increase revenue by 30%
Education
Bachelor of Science Degree - Business Management
- Double Minor: Hotel / Tourism Management and Speech Communications
- Board member for Student Foundation and Philanthropy Chairman for Sorority
Skills
- Over twenty years of customer success and sales experience, demonstrating a consistent ability to drive revenue growth and client retention
- Excellent at relationship building and problem-solving to maintain long-term customer satisfaction
- Proficient at employing methods for gathering customer feedback and analytics to track customer satisfaction, showing commitment to understanding client needs
- Created customer experience communication channels that we now use in all our sales proposals and new customer transitions, reflecting dedication to clear and effective engagement
- Proven talent in achieving customer satisfaction, resulting in renewals and account growth
- Knowledgeable with Customer Relationship Management (CRM) tools, in addition to computer skills
- Proficient in communication skills via phone, email, and, more notably, in person
- Adept at sales team leadership and cross-functional teamwork
- Excel at strategic partnership development and sales operations
- Detail-oriented, with exceptional organizational skills
- Takes pride in time management, attention to detail and multitasking abilities
- Enjoys working in a team environment, but just as effective when working solo
Timeline
Director of Membership Services - Los Altos Golf & Country Club
02.2016 - Current
Customer Experience Director - Service by Medallion
01.2013 - 02.2016
Director, Sales and Service - Pipeline Marketing Group
08.2009 - 12.2012
Oregon State University - Bachelor of Science Degree, Business Management