Tracy Silvis

• Led a successful sales team by providing motivational coaching and performance-based incentives.
• Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
• Collaborated with marketing teams to create targeted promotional campaigns, driving customer engagement and sales growth.
• Took part in tastings when needed, both at retailers and in the tasting room
• Worked in the distillery when required to prepare and bottle the liqueurs

Company Overview: POOLCORP is a wholesale distributor of swimming pool, spa, irrigation, and outdoor leisure products

• Due to its seasonal business model, IT work must be completed within a six-month window outside of the normal business season of April 1 to September 30
• Enterprise Project Manager responsible for managing projects that crossed multiple departments and vendors from conception to implementation
• Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
• Researched and wrote Requests for Proposals, Business Case Analyses, and Returns on Investment, when required for a project
• Managed and scheduled local resources and third-party vendors as needed for the completion of tasks and projects
• Conducted project meetings and created process improvements

• Managed the onboarding of vendors and customers to POOLCORP’s EDI system
• Managed the upgrade of the EDI system to IBM’s Gentran Integration Suite (GIS)
• Monitored project progress closely, adjusting strategies as needed to ensure all objectives were met within deadlines.
• Collaborated with upper management on strategic initiatives, aligning software operations projects with overall business goals.

• Studied management methods to improve the effectiveness and efficiency of workflow and reporting procedures
• Conducted research and analytical studies, preparing reports that include cost analyses comparative financial data, and informational data to support findings
• Reduced overall incoming calls in the customer contact center by 46.53%, abandoned calls by 88.8%, and staffing costs by 15%
• Studied methods of improving work measurements or performance standards
• Profiled, researched, and offered information on possible solutions for technology
• Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.

• Designed and Programmed call Flows for the call center
• Wrote call scripts, based on stakeholder requirements, and submitted scripts for professional recording
• Developed call flows based on designs and presented solutions to stakeholders for selection and then Quality Assurance for approval to begin work
• Implemented and tested call flows and created process and testing documentation
• Worked with Customer Service Agents on a bi-monthly basis to determine labor inefficiencies with customer interactions and created projects to address inefficiencies, when needed
• Established effective communication among team members for enhanced collaboration and successful project completion.