Tracey Hilburn, PMP, CPOSP

Experience

• 

  TV Guide

  Feb 2000 - Jul 2001

  Call Center Manager

  *Led team of operations and unit managers responsible for daily call center operations and delivery of a high level of customer satisfaction through timely, accurate resolution of customer inquiries.*Handled difficult and complex customer inquiries, as well as executive complaints.*Scheduled focus groups with Marketing and Sales departments to determine which techniques were most effective when converting customers to new products.*Assisted Vice President with budget responsibilities, including operating expenses, resource allocation and salary administration. Show less

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  HSBC

  Sept 2001 - Jul 2010

  *Managed team of Call Center Engineering Analysts and Assistant Manager responsible for over 4000 phone agent schedules across multiple business units and locations.*Oversaw daily monitoring of domestic and offshore customer service operations, including policy, procedure, process audits, and reporting.*Collaborated with management from multiple business areas to identify and implement new methods and technologies to improve department efficiency, reduce expenses and increase the level of client satisfaction.*Manage various projects related to workforce management and business continuity.*Implemented internal automated system for allowing phone agents to self serve schedule requests. Show less

  • Assistant VP Contact Center Engineering

    May 2007 - Jul 2010

  • Operation Support Manager

    May 2003 - May 2007

  • Process Auditor

    May 2002 - May 2003

  • Inbound Sales Supervisor

    Sept 2001 - May 2002
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  Dentsply Sirona

  Jul 2010 - now

  *Responsible for all global New Product Development projects for the Endodontic Business Unit. Currently managing 14 projects at various stages of Discovery, Feasibility, Development/Validation and Commercial Launch. Minimum NPV for each project over a 5-year period is $10 million.*Managed Discover to Commercial Launch for a 3-product endodontic solution. Full solution launched in North America in June 2022. Rest of World launched in May 2023.*Managed Discovery to Commercial Launch for a 4-product endodontic solution. Full solution launched globally in September 2021. Project was delivered on-time and in budget.*Selected to manage multiple workstreams in the creation and implementation of a new North America E-commerce site, including the first-time development of a customer price structure and loyalty program. *Managed a Senior Leadership team in the creation and implementation of a competitive response plan that resulted in over $1 million in sales from lost customers.*Created a process for gathering and analyzing Net Promoter Score and Customer Effort Score for the North America Endodontic Business Unit. Scores improved by an average of 44% from 2017 to 2018. Show less

  • Global Sr. Project Manager / Project Manager, Consumables Product Group

    Feb 2014 - now

  • Inside Sales and Service Supervisor

    Jul 2010 - Feb 2014