Summary
Overview
Work History
Education
Skills
Websites
Certification
Additional Information
Assessments
Timeline
Generic

Tracy Millar

Livonia,MI

Summary

Adept at multitasking in fast-paced environments to solve customer problems by developing and implementing successful solutions based on business requirements and customer needs. Looking to grow professionally alongside an expanding team.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Customer Service Coordinator

Riemer Floors
01.2022 - Current
  • Ensure service requests are handled appropriately and timely
  • Identified customer concerns and identified appropriate technician or installer to resolve issue.
  • Enhanced customer satisfaction by addressing and resolving complaints in a timely manner.
  • Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Developed and maintained courteous and effective working relationships.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Demonstrated leadership skills in managing projects from concept to completion.
  • Worked effectively in fast-paced environments.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Skilled at working independently and collaboratively in a team environment.
  • Passionate about learning and committed to continual improvement.

Customer Service Manager

WellnessMats/Smartstep Flooring (American Pro Marketing)
05.2020 - 12.2021
  • Established team priorities, maintained schedules and monitored performance.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Improved response times for customer inquiries
  • Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
  • Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
  • Identified issues, analyzed information and provided solutions to problems.

Service Department Manager

Superb Flooring and Design
04.2018 - 02.2020
  • Lead all day to day operations within Service Department
  • Ensure service related complaints/requests are handled appropriately and within designated timeline
  • Identify area(s) of concern and appropriately schedule and dispatch installer
  • Make recommendations or provide improvement strategies to reduce recurring service complaints
  • Coordinate service scheduling in conjunction with installation schedule to ensure maximum productivity
  • Interact one on one with subcontractors to ensure understanding of performance expectations
  • Field communications from all external customers
  • Collaborate with internal staff to maintain builder accounts standards and expectations
  • Identify and maximize opportunities to maintain and increase service profitability
  • Determine and purchase appropriate materials necessary to complete service requests
  • Create estimates/invoices for billable service related requests and distribute appropriately for approval/payment
  • Monitor and approve subcontractor payroll on performed service calls
  • Recruited, interviewed and hired employees


  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.


Assistant General Manager

GS Property Management, Inc.
10.2017 - 04.2018
  • Oversaw all administrative functions of company operations including but not limited to: Job scheduling, assignment and routing
  • Job follow up and customer satisfaction and relationship management
  • Payroll, AR, AP
  • Project management
  • Hiring, interviewing, onboarding, performance appraisals, vendor relations, social media management
  • Provided oversight on business practice, growth opportunities, and improvement areas.

District Manager

Sally Beauty
06.2009 - 03.2017
  • Promoted to position with oversight of 13 store locations and accountability for recruiting, hiring, terminations, evaluations, inventory management, and facilitating meetings and classes to increase employee knowledge and generate revenue
  • Successfully supervised 60-75 employees with annual sales volume of $8-9 million, and $2 million in inventory
  • Recognized for achieving above average staff retention resulting from best practices in hiring and training employees during tenure
  • Conducted region-wide product and sales trainings to staff and managers resulting in 3 consecutive years of sales growth in all district stores
  • District consistently exceeded company KPI goals resulting from monthly trainings which educated and coached staff on selling strategies and processes during all years in role
  • Adhered to company audit standards which earned highest audit score in region, 2014 and 2015
  • Regional District Manager of the Year, 2011 and 2012.

Education

State Licensed Cosmetologist -

Virginia Farrell Beauty School
Saint Clair Shores, MI
01.1996

Skills

  • Customer Satisfaction
  • Problem Resolution
  • Time Management
  • Communications
  • Meeting Facilitation
  • Customer Relationship Management
  • Workflow Management

Certification

Cosmetologist Liscense, 06/01/96, 04/01/18

Additional Information

  • Areas of Expertise
  • Recruiting, Hiring, Termination
  • Training & Mentoring
  • Budget Management
  • Project Management
  • Event Planning & Management
  • Policy & Procedure Adherence
  • Multisite Operations
  • Multilevel Communications
  • Employee Retention
  • Strategic Planning
  • Process/Productivity Improvement
  • Inventory Management
  • Customer Service
  • Upselling Techniques
  • Problem-Solver/Resolution Technical proficiencies include Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), Lawson, POS systems, Quickbooks

Assessments

  • Project timeline management, Proficient, 03/01/20
  • Office manager, Proficient, 03/01/20

Timeline

Customer Service Coordinator

Riemer Floors
01.2022 - Current

Customer Service Manager

WellnessMats/Smartstep Flooring (American Pro Marketing)
05.2020 - 12.2021

Service Department Manager

Superb Flooring and Design
04.2018 - 02.2020

Assistant General Manager

GS Property Management, Inc.
10.2017 - 04.2018

District Manager

Sally Beauty
06.2009 - 03.2017

State Licensed Cosmetologist -

Virginia Farrell Beauty School

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Tracy Millar