Virgen Tracey
Gorham,ME
Summary
Highly recognized for significant and consistent contributions to WEX, Inc., receiving the prestigious President's Club award 5 times and 6 nominations. Key achievements driving this recognition include: impactful process improvements through automation and Salesforce implementations; exceptional project management, demonstrated by the successful 24/7 contact center relocation; strong leadership and mentorship, including new hire training; global impact across multiple international locations; and customer service excellence with multilingual support and specialized knowledge, also presenting at Dreamforce World Tour.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Business Process Analyst
WEX, Inc.
01.2019 - Current
- Improving efficiency and customer experience through system enhancements
- Leading requirements gathering sessions and soliciting feedback from stakeholders
- Providing leadership on business initiatives and interdepartmental process improvements
- Analyzing business needs and translating them into functional business requirements
- Working on Salesforce and Artificial Intelligence software and process improvement projects
- Understanding the value-added approach to customer experience and design thinking for innovation
- Requirements elicitation, analysis, and stakeholder management
- Working with design and development teams to ensure data capture supports business needs
- Participating in user and acceptance testing, analyzing feedback, and making recommendations
- Working on automating processes within systems like Salesforce and Artificial Intelligence
Various Roles
WEX, Inc.
01.1997 - 01.2019
- Supervised large (15+) teams of multi-functional agents for 7+ years
- Successfully managed remote agents through regular communications and One-on-Ones
- Applied a positive reinforcement model that resulted in a high-functioning team
- Provided training, coaching, and feedback for performance improvement, creating individual development plans and career paths
- Wrote and delivered comprehensive employee performance evaluations
- Participated in hiring and termination processes
- Led business initiatives and interdepartmental process improvements
- Previous Roles at WEX, Inc.: Sr
- Customer Service Team Leader, Customer Service Team Leader, Team Lead Temp Support/Coach, Support Specialist, eServices Online Specialist, Customer Service Representative I, II & III
Education
High school or equivalent -
Portland High School
Portland, ME06-1996
High School Diploma -
Southern Maine Community College
Skills
- Microsoft Application Suite
- Artificial intelligence
- Process improvement
- Requirements gathering
- User acceptance testing
- Effective communication
- Problem solving
- Project management
- Process change improvements
- Business analysis
- Team building and motivation
- Documentation
- Teamwork and collaboration
- Verbal and written communication
- Problem-solving
- Requirements analysis
- Problem-solving abilities
- Adaptability
- Process improvement expertise
- Technical team interactions
- Team collaboration
- Employee training
- PowerPoint
- PeopleSoft
- Siebel
- SharePoint
- Verint
- CMS Supervisor
- NICE/IEX Workforce Management
- Mindshare (InMoment)
- Contact Analyzer
- Avaya One X – Client
- Salesforce Lightning
- RPA/UI Path
- Calabrio WFM
- JIRA Cloud
- Confluence
- Artificial Intelligence
- Einstein Activity Capture
- Salesforce for Gmail Inbox Plug-In
- Agile Project Management
- Proficient in Genesys CTI
- People Management/Leadership
- Cross-Functional Collaboration
- Verbal and Written Communication
- Process Improvement
- Problem-Solving
- Hiring and Termination
- Self-Motivation
- Goal-Oriented
- Decision-Making
- Interpersonal
- Organizational
Certification
- Certified Business Process Analyst (CBPA)
- Six Sigma Green Belt
- Certified Customer Service Professional
Training
- Salesforce World Tour
- New England Contact Center Forum
- Organization in the Workplace
- Excelling as a Manager/Supervisor
- Leadership & Team building
- Managing at WEX
- Overcoming Negativity in the Workplace
- Business Writing
- Managing a Multi-generational Workforce
- Remote Agent/Workforce Management
Awards
5, 6
Timeline
Business Process Analyst
WEX, Inc.
01.2019 - Current
Various Roles
WEX, Inc.
01.1997 - 01.2019
High school or equivalent -
Portland High School
High School Diploma -
Southern Maine Community College