Tracie Wood

Otc Global Technology Subject Matter Expert @DuPont

Midland, MI, US

GenAI Advocate & Process Optimization Specialist - Optimized business processes for Order to Cash (OTC) operations, enhancing efficiency and reducing turnaround time- Served as the day-to-day lead on an increasing portfolio of projects, ensuring the timely and budget-compliant delivery of automation solutions- Managed the full lifecycle of robotic process automation (RPA) and AI solutions, overseeing everything from project initiation to final handover- Designed and developed a comprehensive Contact Center as a Service (CCaaS) strategy for DuPont, aligning customer needs with organizational objectives for the Contact Center and Customer Service Teams- Identified and pursued continuous improvement and automation opportunities, driving operational excellence across processes- Actively participated in cross-functional teams to tackle strategic business challenges, contributing valuable insights and solutions- Led specific initiatives to enhance customer experience, improve agent satisfaction, and boost the sales lead pipeline through careful design, documentation, and implementation- Acted as a critical liaison between business units and IT departments, facilitating streamlined work processes through effective collaboration- Engineered solutions that seamlessly integrate with third-party applications, ensuring flexibility and scalability- Supported the scoping and planning of various projects related to Contact Center and Customer Service, ensuring strategic alignment and resource optimization- Produced comprehensive documentation, including detailed business process guides and training materials, to support project implementation and user adoption.

Central Michigan Unviersity

Master of Arts in Education, Training and Developement

Northwood University

Master of Business Administration (MBA), Business Administration

Northwood University

BBA, Business Management and Automotive Marketing