Tracy Cunningham, MBA

Experience

• 

  Educational Testing Service (ETS)

  Dec 2005 - Jan 2024

  Managed the ETS General Education undergraduate assessment product portfolio generating nearly $3 million annually, with a customer retention of 85%. Oversaw full lifecycle management, contributing to the budget, growth strategy, pricing, competitive analysis, training, sales support, and roadmap development.• Subject Matter Expert for assessment products, delivering sales and technical support, client management, and webinar presentations. • Defined market strategies and market opportunities through analysis of customer usage and buying behavior data resulting in a 3% revenue increase. • Led enhancements to score reports, incorporating insights from focus groups and customer surveys, in collaboration with research to increase customer-value and usage, resulting in successful retention of 85% of customers. • In collaboration with third-party partner, led the development effort to create and introduce a cost-effective and user-friendly remote testing option, effectively meeting customer needs and increasing accessibility to testing services resulting in $100k in incremental sales and customer retention of over 80%. • Directed the cross-functional product development team to successfully launch the Chinese version of the Critical Thinking assessment that expanded the portfolio into a new market resulting in a 5% volume increase. • Led the development of expanding test delivery options to include on a mobile platform resulting in significantly improved user experience and broader access which resulted in a 15% increase in completion rates. Show less Managed the operations for the ETS TOEIC portfolio of assessment products that produce over $6 million in revenue each year, including operations and expense management, IT Projects, managing test security, printing and shipping, training, and network support.• Independently managed ETS's proprietary scanning and scoring software projects, serving as the primary subject matter expert and ensuring successful implementation within a $700k annual budget. Responsible for all aspects of software releases, including user acceptance testing, bug reporting, documentation, and managing new development projects, resulting in a 20% reduction in processing time and increased accuracy. • Successfully managed the operational processes of TOEIC L&R and Bridge, handling an annual volume of 3.5 million tests across 140 countries. Collaborated with cross-functional teams to optimize operations and drive innovation, achieving a profit margin of over 90% by enhancing efficiency and effectiveness. • Effectively documented and implemented policies and procedures for the TOEIC product line, ensuring clarity and adherence across a network of over 60 global partners. Ensuring operational excellence by delivering comprehensive training and managing partner performance to align with organizational standards in an effort to achieve 100% quality.• Managed the TFI French Proficiency product, overseeing end-to-end activities resulting in $500k revenue to ETS Enterprise from 40k annual tests. Led successful piloting of two new forms to 2,100 test takers across multiple countries, while enhancing score report security through redesign, leading to increased test security and 10% annual volume increase. • Accountable for the successful execution of all IT projects for the TOEIC, TOEIC Bridge, and TFI tests. Responsibilities included project planning, resource allocation, risk assessment, stakeholder communication, and ensuring adherence to timelines and budgets. Show less Responsible for managing all domestic testing for the TOEIC Program, including scheduling test administrations; processing orders for shipment; scanning, scoring, and reporting; e-mail and phone customer service. • Communicate clearly and concisely, both by telephone and in writing, with test takers and school coordinators to answer inquiries pertaining to ETS testing, registration, and score reporting.• Serve as point of contact to resolve escalated customer service issues in a timely manner, including unresolved calls and other typically non-routine and complex inquiries. • Utilize Customer Relationship Management (CRM) and other case management databases effectively. • Update and manage the testing program registration system. • Manage the signing and renewal of annual test center contracts and payments. • Complete testing and provide training for the scanning and scoring software that was used globally. • Accurate processing of completed tests, including scanning, resolution, scoring and reporting, for over 12,000 tests annually. • Provided recommendations for process and service-level improvements. Show less

  • Senior Product Manager - Global Higher Education, College Programs

    Oct 2019 - Jan 2024

  • Lead Product Operations Associate – Global TOEIC Management

    Apr 2010 - Oct 2019

  • Senior Customer Service Representative

    Dec 2005 - Apr 2010
• 

  ACT

  Aug 2024 - now

  Senior Product Manager