Summary
Overview
Work History
Education
Skills
Affiliations
Languages
References
Timeline
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Tracy Kroeger

West Chester

Summary

Dynamic CX Director at ContainerPort Group with expertise in strategic planning and data analysis, driving enhanced client satisfaction through innovative solutions. Proven ability to lead cross-functional teams, optimizing operational efficiency and significantly improving customer experience and engagement. Strong commitment to relationship building and staff mentorship, fostering a culture of success.

Overview

31
31
years of professional experience

Work History

CX Director

ContainerPort Group
West Chester
08.1994 - Current
  • Provided strategic advice on how best practices can be adopted in order to make improvements in the overall user experience design process.
  • Identified opportunities for innovation within the organization which could result in improved experiences for customers.
  • Created reports summarizing key insights into the performance of existing initiatives related to customer experience management.
  • Organized events designed to showcase products and services while engaging with customers directly.
  • Recruited, trained, supervised, evaluated and mentored staff members.
  • Cultivated strong relationships with customers by responding promptly to inquiries or complaints.
  • Prepared presentations for board meetings summarizing key developments within the company.
  • Analyzed customer feedback data to identify trends in product performance or customer service issues.
  • Facilitated collaboration between teams by encouraging open communication channels.

Regional Director

ContainerPort Group
West Chester
12.2022 - 12.2023
  • Reviewed internal reports and identified areas of risk or potential cost savings.
  • Monitored market conditions and competitor activities to inform business decisions.
  • Developed and implemented comprehensive strategies to improve operational processes and organizational efficiency.
  • Identified opportunities for process optimization through data analysis.
  • Developed and implemented strategic plans to ensure organizational goals were met.
  • Implemented systems for tracking progress on key initiatives or projects.
  • Identified opportunities for improvement in operational performance metrics.
  • Ensured compliance with all relevant regulations, policies and procedures.
  • Conducted regular meetings with department heads to review progress on strategic initiatives.
  • Recruited, trained, supervised, evaluated and mentored staff members.
  • Collaborated with senior leadership to set long-term objectives for the company.
  • Analyzed data to inform decision-making and strategic direction.
  • Directed operations to improve efficiency and increase profit margins.

Terminal Manager

ContainerPort Group
West Chester
08.2017 - 12.2023
  • Conducted regular inspections of the facility's premises and equipment for any signs of damage or wear.
  • Collaborated with other departments within organization to coordinate efforts related to cargo handling processes.
  • Resolved customer service issues regarding shipment delays or discrepancies in a timely manner.
  • Monitored production schedules to ensure timely delivery of shipments to customers.
  • Developed and maintained positive relationships with internal and external customers.
  • Coordinated container transfers between terminals or locations as required.
  • Ensured proper handling of hazardous materials according to government regulations.
  • Drafted reports detailing key performance metrics such as on-time delivery percentages, cost savings initiatives.
  • Resolved customer service issues quickly and efficiently.
  • Conducted regular meetings with staff members to discuss goals and objectives.
  • Ensured compliance with safety regulations, local laws, and company policies.
  • Analyzed workflow processes to identify areas for improvement and implement changes accordingly.
  • Communicated with dispatched personnel and drivers to ensure efficiency.
  • Supervised worker efficiency and rectified issues with performance.
  • Supervised, hired, trained, evaluated, and motivated team of professionals and managed day-to-day activities of department.
  • Dispatched drivers and tracked on-time deliveries.

Commercial Department

ContainerPort Group
West Chester
06.2014 - 07.2017
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
  • Maintained updated knowledge through continuing education and advanced training.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Worked with cross-functional teams to achieve goals.

Customer Service

ContainerPort Group
West Chester
08.1994 - 06.2014
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Resolved customer complaints promptly and efficiently.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Answered customer inquiries via phone, email, and chat.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Identified opportunities for upselling additional products or services based on customer needs.
  • Conducted regular follow-up calls with customers after resolving their issues.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Education

High School Diploma -

Princeton High School
Cincinnati, OH
06-1987

Skills

  • Client satisfaction focus
  • Data analysis
  • Strategic planning
  • Collaborative team management
  • Efficiency enhancement
  • Customer relationship management
  • Event coordination
  • Staff training
  • Effective communication
  • Customer relations
  • Employee relations

Affiliations

  • Red Belt in Taekwondo
  • Enjoys Craft Making

Languages

Russian
Elementary

References

References available upon request.

Timeline

Regional Director

ContainerPort Group
12.2022 - 12.2023

Terminal Manager

ContainerPort Group
08.2017 - 12.2023

Commercial Department

ContainerPort Group
06.2014 - 07.2017

CX Director

ContainerPort Group
08.1994 - Current

Customer Service

ContainerPort Group
08.1994 - 06.2014

High School Diploma -

Princeton High School

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