Tracey Traylor

Experience

• 

  AT&T

  Jan 1996 - Nov 2013

  Manage/Develop/Implement new process for the SE Specials Services Region. Manage/Support 22 Center Managers, 144 Field Managers, 62 Center Craft employees, 1200 Field Technicians. Represented company initiatives regarding labor guidelines on our labor board dealing with union grievances. Assisted and overseen manager/craft interactions dealing with training, development plans, and discipline situations in regards to performance initiatives. Audit and implement quality observations, developmental plans , and disciplinary actions regarding call center process and procedures. Lead streamlined process management and long with tools to increase functionality and efficiency on both performance management and FORCE dispatch strategies relating to Special Services. Coordinated reorganization efforts and long with 22 State Audit control process to assist in responsibility restructure. Currently implementing new dispatch strategies involving field and IT coordination for dynamic environment to meet national requirements. Participate in multiple regional department efforts to increase customer experience and streamline results relating to Specials Services products. Successfully re-structure the dynamic dispatch platform to achieve metrics in our new combined dispatch functioning structures to stream line system efficiencies across the entire 22 state platform. Responsible for all Special Service FORCE administrative changes for dispatch strategy and technician profiles. Lead trainer for all new programs, MSOC, and dispatch initiatives. Received and resolved all presidential escalations dealing with special services within the Southeast region. Represented the southeast region on emergency response situations dealing with major events. Show less Manage/Develop/Implement new process for the SE Specials Services Region. Manage/Support 22 Center Managers, 144 Field Managers, 62 Center Craft employees, 1200 Field Technicians. Represented company initiatives regarding labor guidelines on our labor board dealing with union grievances. Assisted and overseen manager/craft interactions dealing with training, development plans, and discipline situations in regards to performance initiatives. Audit and implement quality observations, developmental plans , and disciplinary actions regarding call center process and procedures. Lead streamlined process management and long with tools to increase functionality and efficiency on both performance management and FORCE dispatch strategies relating to Special Services. Coordinated reorganization efforts and long with 22 State Audit control process to assist in responsibility restructure. Currently implementing new dispatch strategies involving field and IT coordination for dynamic environment to meet national requirements. Participate in multiple regional department efforts to increase customer experience and streamline results relating to Specials Services products. Successfully re-structure the dynamic dispatch platform to achieve metrics in our new combined dispatch functioning structures to stream line system efficiencies across the entire 22 state platform. Responsible for all Special Service FORCE administrative changes for dispatch strategy and technician profiles. Lead trainer for all new programs, MSOC, and dispatch initiatives. Received and resolved all presidential escalations dealing with special services within the Southeast region. Represented the southeast region all regional emergency response situations dealing with major event such as hurricane Katrina and Alabama tornado damage in 2012. Show less Manage the West NDC Load Balance Manager Group for the North Bay LFO Area (7 Managers). Hired and developed the new group located in Birmingham Alabama to support the West LFO team. Initially training using the WFA/DISC applications then transitioned within 3 months to the new FORCE platform. Developed procedures and process to support and provide adequate services for late and weekend coverage. Continue to train and develop Managers on dispatch strategies and applications to continue positive trending results to competitive levels across the other regions. Show less Manage the Georgia Load Balance Group (Pots, U-verse, DSL, Cable, Specials). Green Belt Six Sigma Certified. I’m also working to incorporate Specials and Pots load control skill sets in Out State to increase technician utilization. Responsibilities include reporting forecasting and analysis associated with force to load overtime budgets on the National Core I&R Web Reporting. Develop and train subordinates on new products, systems, and procedures, and the overall profitability of the NDC. Served as Founding Member of the new “MORE” Project modeling Best Practices and Procedures Region wide. Project Managing with Field Forces and Internal Customers on new procedures and dispatch strategies to obtain metrics by removing road blocks. Specializing is Dispatch Systems such as IDS (Integrated Dispatch System) and LMOS. I’m actively involved with day to day analysis and best practices with Uverse for the Southeast Region. I’ve also provide input and direction to several National Support Staff Teams dealing with Enterprise Ticketing and Dispatch Systems for AT&T Operations to develop a new Integrated Appointment Control System for all twenty two States. Served as Relieving Area Manager during the Hurricane Katrina Restoration Show less

  • SE SSIM Regional Quality & Productivity Manager

    Jun 2011 - Nov 2013

  • SE SSIM Regional Quality & Productivity Manager

    Jun 2011 - Nov 2013

  • Area Manager

    Jun 2010 - Jun 2011

  • Specialist Network Dispatch Center

    Mar 2005 - Jun 2010

  • Load Control Network Manager

    Jan 1996 - Mar 2005
• 

  AT&T

  Sept 2014 - now

  Mgr Osp Plng & Engrg Design