Tracy Marks

WORK HISTORY

SKILLS

ABOUT TRACY MARKS

An award-winning contact centre operational leader who is passionate about people, customers and driving results. Expert use of coaching and mentoring to develop all levels of the organisation, ensures there is one vision and inspiring people to achieve results in the right way.Having a strong reputation for turning poor performing departments into high performing teams. Leading Team Leaders across multi-channel inbound, outbound, outsourcing, B2C and regulated environments in Sales, Renewals and Customer Service. Having the confidence to challenge what can be improved and driving change as part of the day to day culture. Embedding rhythms and routines to stretch performance and consistently deliver world class SLA’s and KPI results. Experience across a range of industries including Financial Services, Insurance and Utilities, which has provided me with the opportunity to drive change and improvements in the Customer Journey. Shares best practice and innovative ideas into different industries. Ability to manage multi-site functions and ‘start up’ campaigns from recruitment through to scaling up and down quickly in the outsourcing world.Motivated about transforming Managers into Leaders and seeing this benefit their people, customers and ultimately achieving the strategic results. Creates a diverse and empowering culture where people want to stretch themselves.What I can offer:• Strong commercial acumen, Budget Management and reducing cost to serve• Effective Performance Management and delivery of KPI’s • Creating a great culture where people want to come into work and be the best version of themselves • Staff development and succession planning, ensuring we promote within and improve attrition levels• Innovative and creative ideas to improve the customer journey and add value to the future • Strong communication and stakeholder management• Using a Corrective and Preventative approach ensuring the business is safe and compliant• Providing appropriate reporting and analysis of results at department and strategic level• Expertise in leading contact centres remotely / from home and delivering enhanced productivity• Build strong relationships with internal and external parties and client managementI have maintained and improved performance through a new contact centre & WFM platform implementation. In addition, through the company sale process, a divestment and wind-down involving company-wide voluntary redundancy, rapid customer migration, and shifting to working from home in less than 2 weeks during a global pandemic.