TRACY WAGNER

• Manage the asset to increase profitability through effective operational and financial strategies
• Work with Vice President of Stonebridge Communities to prepare annual budgets, forecasts, management/marketing plans, variance, general accounting
• Responsible for profit/loss of property and maintaining budgetary guidelines
• Superior communication skills in written and oral forms
• Hire, train and motivate leasing team
• Supervise maintenance staff
• Develop effective marketing/advertising plans
• Other duties as assigned

• Covered General Manager and Assistant General Manager vacations and other openings
• Provide general leadership support to all locations.
• Supports Front Desk Operations, Housekeeping teams, and Food & Beverage outlets.
• Worked well in a team setting, providing support and guidance.
• Proven ability to learn quickly and adapt to new situations.
• Skilled at working independently and collaboratively in a team environment.
• Self-motivated, with a strong sense of personal responsibility.

• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
• Followed through with client requests to resolve problems.
• Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
• Monitored customer service operations to assess agent performance and provide feedback.
• Consistently managed 175-plus-person staff, effectively resolving issues.

• Contractor for Alaska Airlines at MSP International Airport
• Increasing efficiency and team productivity by promoting adherence to operational best practices and company policies
• Coaching team members to deliver hospitable, professional service while adhering to set service models
• Supervising day-to-day customer service operations to provide staff with guidance and drive productivity

• Developed open and professional relationships with team members, enabling better, more effective customer service
• Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction
• Coaching and mentoring of frontline team members in skill development, customer service evaluation and company culture behaviors

Managed personnel and organized staffing levels to maximize customer service and assure that flights were departing on schedule.

Supported Management with daily operational functions.

• Handled all customer service issues, complaints and compliments in respectful and professional manner
• Performed daily briefings with Customer Service Agents on all shifts
• Encouraged and supported sale of upgrades, lead by motivation, challenging and encouraging new ideas