About Tracy

Over 30 years of experience in progressively responsible, customer service-oriented positions

Over 15 years of experience in a virtual office environment

Ability to create and implement project plans individually as well as within a team environment

Receive repeated commendation from customers, vendors, and management regarding proficiency in customer account and project management

Microsoft Office (Access, Excel, Front Page, Outlook, Power Point, Project, Publisher, Visio, Word)

Graphics and Websites – Adobe Photoshop, Dreamweaver, WordPress, OptimizePress, LeadPages, WooCommerce

Multimedia Event Management – Invitation Funnel, Registration and Welcome, Live Webinar or Teleseminar Tech Support, Membership Upsell

Audio and Video Editing – Sony Vegas Movie Studio, Sound Forge Audio Studio, Camtasia Studio

Autoresponders and Ecommerce – 1ShoppingCart, AWeber, PayPal, MailChimp, Infusionsoft

Scheduling – Acuity, Timetrade, Google Calendar, Basecamp, Asana

Membership Sites – Kajabi, WishList, CustomerHub, aMember, AccessAlly

Quicken, QuickBooks, Microsoft Money, MYOB AccountEdge

Yardi Professional Property Management

Drake Systems Federal and State Tax Preparation

Research – Information Compilation and Result Documentation

System Development and Upgrades – Facilitation of Interviews to Gather Requirements for Proprietary and Industry Specific Software

Training – Development of Training Manuals and Presentation Materials for Onsite or Remote Implementation

Training – Development of Training Manuals and Presentation Materials for Onsite or Remote Implementation

Provide virtual assistance to online entrepreneurs by performing customer service, scheduling, and management of electronic systems

Provide virtual assistance to a web-based publishing company by performing as-needed tasks in order to full ongoing data acquisition requirements

Developed and launched company web site and local advertising material while providing ongoing recommendations for enhanced product marketing of a farmer’s cooperative, including affiliation with marketing associations such as Go Texan, Texas Restaurant Association, and Southwest Food Expo

Accounting and Administration – including Service Delivery, Product Sales, and Commercial Property Management

Accurate creation and maintenance of account information and report management with Excel spreadsheets and proprietary systems

Recruitment and Coaching of quality personnel through interviewing process and ongoing training activity

Provide timely service delivery and equipment installation scheduling and coordination by managing relationships and deliverables

Ensure that priorities and issues are communicated by conducting regularly scheduled meetings and proactively ensuring process consistency

Customer and Tenant Management – including Accounts Receivable, Database Maintenance, Order Initiation, Service Installation, Maintenance and Reconfiguration, Lease/Contract Abstract and Management, Common Area Maintenance, Property Improvement, and Dispute Resolution

Vendor Management – including Accounts Payable, Database Maintenance, Bid Selection, and Project Management

Provide focused process development and optimization activities by managing interdepartmental communication and interaction

Research and enhance existing procedures to ensure that the most effective methods are implemented in order to provide quality service

Organize and facilitate teams to identify and document enterprise-level processes encompassing all areas of service implementation

Compile and analyze team needs to identify process gaps and present solutions to senior and executive-level management for enhanced personnel performance as well as increased customer satisfaction

Produce and deliver job aids and complete documentation for management of products, services, processes and internal systems

Coach Service Delivery team members and management regarding changes and requirements for products and processes

Developed Tyler Pacific Properties Operations Manual to define processes and procedures for Commercial Real Estate Account Management

Liaison between ILEC and CLEC Provisioning regarding timely processing of requests for number portability and transport orders

Experience establishing departmental process and determining equipment requirements regarding switch-related translations (TG, RTI, MLHG) and number portability (RCF, RTI, INP, LNP)

Acted as TelWest single point of contact for project management of voice and data services installation and reconfiguration for San Antonio, Houston, and Corpus Christi

Acted as the Engineering single point of contact for facilitation of Qwestlink Metropolitan Area Network Fiber-Optic Build-out in Houston and Austin (End Offices and Customer Premises)

Nominated by Qwestlink team members to be the single point of contact for Beta Testing Progress Management for Departmental System Enhancements

Designated as Qwestlink coordinator for nationwide project to bring existing End Office Procedures to a higher level of company standardization compliance, while facilitating Vendor and Regional cooperation and management

Responsible for the ICG Communications account management of 75+ Colorado Region and National Internet Service Providers (Service Installation and Reconfiguration)

Designated as ICG Communications Regional Service Delivery Representative to provide input and requirements for system development and implementation

Participated in multiple ICG Communications executive committees to identify potential areas of improvement in Process, New Products, and Personnel