Tracy B.

Experience

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  Huntington National Bank

  Jan 2014 - Nov 2015

  Personal Banker

  Assist customers with account openings, maintenance, and loan applications. Refer customers to mortgage and investment banker. Provide backup to teller team.

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  JPMorgan Chase & Co.

  Feb 2016 - Mar 2018

  Personal Banker

  Assist clients in account opening and maintenance. Help with fraud disputes and customer complaints. Refer clients to mortgage advisor and financial advisor. Assist on teller line.

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  Accenture

  Jul 2018 - Sept 2024

  Business Transformation Senior Analyst

  I played a pivotal role in crafting winning sales teams. By overseeing agent performance and quality through call monitoring and scorecard development. I ensured agents delivered top-notch results. Leading a team of six quality analysts across multiple programs. I spearheaded the development and implementation of rigorous QA standards for sales processes. Fostering strong collaboration with sales and client stakeholders. I refined performance metrics to guarantee continuous improvement. I actively supported agent training and development, equipping them with the skills and knowledge to excel. Key Contributions: • Fortune 500 Quality Architect: Developed robust QA programs for industry giants like Palo Alto Networks, Pinterest, Iron Mountain, Google, Aryaka, and Sprinklr, driving consistent quality.• Sales Performance Catalyst: My focus on skills development and process improvement empowered sales teams to achieve peak performance. • Revenue & Sales Accelerator: Through targeted QA initiatives, I played a key role in boosting revenue and sales growth for our clients. Show less

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  IBM

  Jul 2018 - Jul 2019

  As an IBM Storage Sales Executive, I assist organizations of all sizes in achieving greater agility and flexibility through IBM Storage solutions. From cutting-edge software-define storage (SDS) and all-flash storage arrays to hybrid IT extending to the cloud—IBM has a storage solution that is right for you and will help your business derive true value out of your data.

  • Senior Inside Opportunity Manager

    Feb 2019 - Jul 2019

  • IBM Storage Sales Executive

    Jul 2018 - Feb 2019
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  Microsoft

  Jul 2019 - Aug 2020

  Microsoft Co-Sell Specialist
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  Iron Mountain

  Aug 2020 - Sept 2021

  Quality Analyst

  “Organizations across the globe trust us to store and protect information and assets. Thousands of local enterprises work with us, as does almost all of the FORTUNE 1000. From critical business information to geological samples, works of fine art to original recordings of treasured artists, our customers can rely on us to protect what they value and help unlock its potential.”

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  Pinterest

  Jul 2022 - Oct 2023

  Senior Quality Assurance Lead

  Another one of my projects within Accenture is with Pinterest, involving working hand-in-hand with sales, program management, and key client stakeholders; I built a rock-solid foundation for quality assurance. From call listening and coaching to crafting performance metrics, I helped agents excel. I spearheaded the development of QA standards for lead generation, ensuring accuracy and efficiency. Key accomplishments:• Messaging Maestro: Through regular call calibrations, I ensured agents delivered a consistent and impactful message, achieving an impressive 90% goal alignment. • Global Program Pro: I lead program execution across diverse regions- AMER, LATAM, EMEA, and APAC – for Data Lifecycle Management, Cloud, and Network Initiatives. • Empowerment Engineer: I built valuable global bench resources to equip agents with the knowledge they needed to level up their skills. Show less

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  Palo Alto Networks

  Oct 2023 - Sept 2024

  Quality Enablement Manager

  I fueled a culture of continuous improvement by crafting engaging training material and leading workshops on quality processes for an Accenture project: Palo Alto Networks. This empowered teams to identify areas for enhancement and implement impactful changes. I strategically managed resources, ensured consistent quality standards across departments, and tracked key metrics to measure the success of our team initiatives. Here are my accomplishments:• Quality Assurance Champion: I fostered a team of top-performing agents by utilizing call monitoring, interactive role-play sessions, and team call calibrations. This ensured our quality standards remained consistently high.• Manila’s Data Powerhouse: I lead a high-performing team of 17 data specialist based in Manila. Together, we enriched leads by extracting valuable information and transforming them into powerful assets. • Client-Centric Data Champion: I bridged the gap between diverse client requests and data outputs. By understanding their specific needs, I ensured they received the customized data they required. • Data-Driven Insights Leader: My contribution to weekly business reviews were highly valued. Leveraging data analysis and Salesforce (SFDC) generated reports, I presented a clear picture of success and informed strategic decision making. Show less

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  Vandalia Health Network

  Sept 2024 - now

  Regulatory Quality Specialist