Tracy Nagel, MCPM
Lee's Summit,MO
Summary
Successful business professional accomplished in administering, validating and improving business processes. Skilled in auditing existing systems to identify weaknesses and implement corrective actions. Data-driven project manager and problem solver. Results-oriented individual with a passion for continuous learning and innovation. Known for leveraging analytical thinking and creativity to solve problems and deliver high-impact solutions in fast-paced environments.
Overview
25
25
years of professional experience
Work History
Process Manager
GuidePoint Security
07.2021 - 07.2024
- Worked directly with the VP of Process Optimization to identify and create resolution for gaps in existing processes within GuidePoint Security
- Created and updated internal documentation for all sales and sales support in 8 separate regions
- Collaborated with internal and outside agencies to complete ISO9001 certification
- Developed standards for sales support to identify where process improvement was needed
- Worked to improve the rejection rate of orders from 12% to 3%
- Created documentation for test cases and training procedures for newly implemented upgrades to existing systems (Salesforce and NetSuite)
- Worked with internal and external consultants to create business requirements, test plans and training to implement new systems
- Assisted the Financial Planning and Analysis (FP&A) Department with monthly/quarterly reporting review
- This includes monthly budget presentations for the Partners meeting
- Researched, as requested by the partners and VP to review trends and identify opportunities to improve customer satisfaction
- Worked in conjunction with the FP&A group and VP on forecasting and budgeting for all regions and areas of the business
- Established a system to ensure revenue is being recognized in the correct month
- This eliminated 16 hours of manual work each month.
Technical Project Manager, PMO
ReacHire/T-Mobile (Returnship Program)
11.2020 - 05.2021
- Worked with the cross functional teams assigned to the decommission & divestiture of cell sites to ensure deadlines and milestones were met and systems were in sync and correct
- Worked to identify ways to streamline the process of decommissioning cell sites within the Sprint/T-Mobile network to capture synergies
- Created documentation for internal and external groups to use as reference guides
- Worked to create mapping documentation for IT to assist with automation of monthly processes.
Program Manager & Team Lead, Wholesale Operations Support
Sprint Corporation
03.2008 - 03.2018
- Managed day to day operations on behalf of the Dispute Management Team for Cable, MVNO, Access and Reciprocal Compensation customers
- Worked in conjunction with Product Management, Billing Services, Finance, and Contact Administration groups to recoup unrealized revenue
- Developed, maintained, and managed detailed project plans, action item registers, and major milestone timelines for all assigned projects
- Created and maintained process workflow documents to support business needs
- Partnered with finance teams to ensure reserve amounts are adequately maintained and sufficient for our department
- Initial reserve amounts were set at 75%, which have been successfully reduced to 2%
- Collaborate with Billing Services and 3rd party vendors to implement and test system enhancements
- Also, interfaced with vendors to resolve invoice disputes/discrepancies
- Ensured all Transition/Transformation Project Plans are consistent, congruent, and integrate with the overall Clearwire wholesale billing during merger
- Lead and managed the execution of the Project Plans
- Managed the decommissioning of Access/ Carrier Access Billing System- including manual clean-up of the billing platform and working with Vendor and internal groups to determine what would be recoverable
- Performed internal account audits on 250 MVNO accounts
- Researched any discrepancy and validate billing.
Program Manager Cable Billing & Media Operations
Sprint Corporation
09.2002 - 03.2008
- Collaborated with operational and technical internal departments to coordinate timing and resource requirements to ensure successful project completion
- Established methods and procedures for working with a new vendor during conversion and implementation of new Carrier Access Billing System (CABS)
- Created new accounts for Access Billing, manage dispute resolution and rate implementations for CABS
- Requested responsibility for communicating to internal Vice Presidents and lead team on Access Billing issues and revenues
- Managed client expectations, drove client deliverables, and exercised scope control to ensure projects completes on schedule
- Organized, documented and deployed methods and procedures for internal team including, media, billing, C.A.R.E
- And disputes
- Executed sound project management practices to ensure all client deliverables were delivered in a timely manner and within the scope of the project
- Researched, designed, and developed product, system and transition requirements to ensure cost-effective services and business objectives were met.
SME/Lead
Sprint e|Solutions
Overland Park , KS
06.1999 - 09.2002
- Coordinated with other departments to ensure efficient operations within the call centers.
- Managed customer relations by responding promptly to inquiries, complaints, and feedback.
- Identified areas of improvement in operational processes and procedures within the call centers.
- Provided training sessions for new employees.
- Oversaw daily operations including staff management and customer service in the call centers.
- Developed effective communication channels between internal departments at the call center.
- Analyzed data from surveys conducted with customers of e|Solutions.
- Resolved conflicts between stakeholders involved and Vendors.
- Ensured compliance with regulatory requirements.
- Supervised teams working on projects related to development or expansion initiatives of e|Solutions.
- Reviewed existing policies and procedures related to operations within e|Solutions at Sprint.
- Offered one-on-one support for team members and managers to drive continuous improvement.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Maintained positive working relationship with fellow staff and management.
- Set specific goals for projects to measure progress and evaluate end results.
- Analyzed key performance indicators to identify effective strategies.
- Identified needs of customers promptly and efficiently.
- Oversaw quality control to identify inconsistencies and malfunctions.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
- Organized client meetings to provide project updates.
Education
Bachelor of Science - Management
Park University
05-2008
Associates of Arts degree - Business
Longview Community College
12-2005
Master’s Certificate - Project Management
George Washington University/ESI International
05-2004
Skills
- Process & Program Management
- Documentation
- ISO9001 Certification
- Sales Support
- Process Improvement
- Test Cases
- Training Procedures
- Business Requirements
- Financial Planning and Analysis
- Forecasting and Budgeting
- Revenue Recognition
- Technical Project Management
- Cross-functional Collaboration
- Decommissioning Sites
- Streamlining Processes
- Mapping Documentation
- Team Leadership
- Project Planning
- Workflow Management
- Reserve Management
- System Enhancements
- Invoice Disputes/Discrepancies
- Account Audits
- Media Operations
- Vendor Management
- Scope Control
- Cost-effective Services
- Project Management
Volunteer Affiliations
- Children's Mercy Hospital (parent mentor, parent room host and manager)-Volunteer of the month, July 2024
- Alex's Lemonade Stand Foundation- Lemonade Days captain for 2 stores for past 4 years
- Make A Wish- Wish Granter since 2022
- Leukemia & Lymphoma Society-team captain for annual walk and worked directly with staff at kick off
References
References available upon request.
Timeline
Process Manager
GuidePoint Security
07.2021 - 07.2024
Technical Project Manager, PMO
ReacHire/T-Mobile (Returnship Program)
11.2020 - 05.2021
Program Manager & Team Lead, Wholesale Operations Support
Sprint Corporation
03.2008 - 03.2018
Program Manager Cable Billing & Media Operations
Sprint Corporation
09.2002 - 03.2008
SME/Lead
Sprint e|Solutions
06.1999 - 09.2002
Bachelor of Science - Management
Park University
Associates of Arts degree - Business
Longview Community College
Master’s Certificate - Project Management
George Washington University/ESI International
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