Tracy Pitt
Tallahassee,FL
Summary
Customer Manager with a 20+ year track record of cultivating customer loyalty and retention. Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. Superb analytical skills leveraged to proactively improve customer service processes and garner stellar customer feedback.
Overview
18
18
years of professional experience
Work History
Client Engagement Director
Natural Bridge Learning
Florida
05.2019 - Current
- Lead client support initiatives, managing inquiries, resolving technical issues, and ensuring client satisfaction across multiple touchpoints.
- Collaborate with internal teams to streamline support processes, reducing response times and enhancing service delivery.
- Lead internal teams to streamline processes and enhance support across all client touchpoints.
- Provide strategic oversight in client relationship management, focusing on client renewals, retention, and proactive problem resolution.
- Developed and implemented engagement strategies to improve client retention rates.
- Analyzed client feedback to identify opportunities for service improvement and innovation.
- Managed complex projects from inception to completion, ensuring timely delivery and client satisfaction.
- Streamlined communication channels, resulting in improved collaboration between teams and clients.
Operations Manager
Conduent
04.2016 - 01.2019
- Managed daily support operations, staffing, and performance across production, development, and client service teams.
- Implemented process improvements and compliance standards to boost efficiency and service quality.
- Oversaw department budgets, vendor contracts, and cost-control efforts to support business goals.
- Handled escalated client issues and led cross-functional teams to enhance service delivery.
VP of Client Engagement
LearnSomething/Xerox
12.2007 - 01.2016
- Directed client support operations for high-profile accounts in the pharmaceutical and life sciences sectors, maintaining a 99% client retention rate.
- Led a cross-functional support team to handle complex client issues, including technical troubleshooting and service escalations.
- Oversaw financial operations, contract negotiations, and compliance, ensuring adherence to client SLAs and industry standards.
- Developed training programs for customer support representatives, focusing on communication skills and technical problem-solving.
Education
Associate of Arts -
Tallahassee State Collete
Tallahassee, FLSkills
- Exceptional written and verbal communication
- Strategic problem-solving and decision-making
- Calm and focused under pressure Strong client and customer relationship management
- Skilled in daily operations coordination and prioritization
- Proven leadership and team supervision abilities
- Self-motivated, proactive, and results-driven
- Customer satisfaction
- Relationship management
Accomplishments
- Market Expansion. Identified untapped markets and implemented across multiple departments and clients.
- Revenue Growth. Spearheaded implementation of the DrugAdvisor program in the Pharmaceutical and Life Sciences sector, generating $1.5M in revenue growth within 6 months.
AREA OF EXPERTISE
- Strategic Planning & Execution
- Customer Support & Issue Resolution
- Cross-Functional Team Leadership
- Escalation Handling & Conflict Resolution
- Project Management & Implementation
- Training, Coaching & Staff Development
Timeline
Client Engagement Director
Natural Bridge Learning
05.2019 - Current
Operations Manager
Conduent
04.2016 - 01.2019
VP of Client Engagement
LearnSomething/Xerox
12.2007 - 01.2016
Associate of Arts -
Tallahassee State Collete