Customer Service Management

T raci L. Esch

Corporate Strategy and Operations Management Professional

**** ************ *** ********** ** 75007

(H) 972-***-**** (M) 214-***-****

(E) *****@*******.***

High-energy, efficiency-focused Senior Executive offering 15+ years of experience in

PROFESSIONAL

organizational change and g rowth. Leverage business vision, knowledge and

SUMMARY experience across multiple lines of business within the organization in order to

p romote communication of company objectives and capitalize on synergies of resources.

Develop performance-based metrics and seek out technical and process solutions to

upgrade quality and lower costs, both internally with departments and externally with

vendors. Champion customer service programs and feedback mechanisms to

consistently surpass standards of service. Develop and deliver leadership training

w ithin the organization to promote empowerment and accountability among staff.

Strong track record of purposeful leadership based on personal integrity, relational

communication skills and a strategic approach to organizational business processes.

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T raci L. Esch

Corporate Strategy and Operations Management Professional

2312 Heatherwoods Way Carrollton TX 75007

(H) 972-***-**** (M) 214-***-****

(E) *****@*******.***

SKILLS

• Successfully secured and implemented new accounts resulting in over $8

m illion in car rental revenue.

• Architected the design and created the business value case for use of sales force

Business Development

automation /customer relationship management software to optimize

recruiting efforts (estimated revenue increase of approximately $3 million in

customer retention and reduction of producer turnover).

• Managed a team of 50+ call center employees performing functions to assist

customers with reservations sales, service feedback, roadside assistance and

t raffic citations.

• Purchased and implemented customer service t racking software (Parature)

used by customers and business partners for logging incidents, t racking

Operations Management

t rends; provided significant cost savings in FTE’s.

• Retirement of over 39 different back-end applications and systems with the

i mplementation of CRM implementation B-to-C for managing agent to

policyholder relationship from lead through to policy cancellation. Includes

campaign and lead management, incident management and reporting.

• Managed the testing, support and training for the MS Dynamics

i mplementation with a user base of 3,500+.

• Conducted sessions with all business unit leads to create high level business

Leadership Development,

requirements and a work breakdown structure for all initiatives to meet multi-

T raining and Process

state regulatory compliance criteria (14 projects over 6 months).

Change • Attended Convergence 2010 (MS Dynamics conference in Atlanta).

• Named one of Travel Agent Magazine’s 100 Most Powerful Women in Travel,

2003.

EXPERIENCE

Directed efforts of business unit managers to develop

2008 – Present: Solutions Architect /

long-term organizational goals, strategic and tactical

Healthmarkets / Insphere Technology Delivery

short-term objectives and technology-based solutions to

I nsurance Solutions M anager

support revenue growth and efficient business processes.

I ntegral role in an Agency sales organization, working

w ith all business units to develop long-term

organizational goals, strategic and tactical short-term

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T raci L. Esch

Corporate Strategy and Operations Management Professional

2312 Heatherwoods Way Carrollton TX 75007

(H) 972-***-**** (M) 214-***-****

(E) *****@*******.***

objectives and technology-based solutions that will

support revenue growth and efficient business processes.

• Communicate to agents and field management

regarding technology updates

• Facilitate feedback from field agents and field

management regarding applications

• Develop key measurements for adoption and on-

going productivity

• Work with Platform Leaders to prioritize field

requests, create t raining materials and implement

p rocess changes

• Approve requirements and design for new releases

f rom usability / agent experience perspective

• Develop and introduce business value case for

application enhancements

• Management of business applications support

team

• Assess business value of future requests;

represent business value case for new application

i nvestments

• Document requirements including screens, data

f low, security and process

• Vendor management, including review of vendor

design and deliverables

Selected Achievements

• Retirement of over 39 different back-end

applications and systems with the

i mplementation of Microsoft Dynamics CRM

i mplementation B-to-C for managing agent to

policyholder relationship from lead through to

policy cancellation. Includes campaign and lead

management, incident management and

reporting.

• Architected the design and created the business

value case for use of sales force automation

/customer relationship management software to

optimize recruiting efforts (implementation

scheduled Q3 2010; estimated revenue increase of

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T raci L. Esch

Corporate Strategy and Operations Management Professional

2312 Heatherwoods Way Carrollton TX 75007

(H) 972-***-**** (M) 214-***-****

(E) *****@*******.***

approximately $3 million due to reduction of

p roducer turnover).

• Successfully implemented multiple cost saving /

revenue enhancing projects resulting in an

additional $2 million to the company in the area of

leads management. Wrote business requirements

and implementation plan for sales leads to

support “best in practice” leads acquisition,

d istribution, management and nurtu ring.

• Wrote business case, requirements and the

Request for Proposal (RFP) for a Digital Asset

M anagement (DAM) product to enhance the

agent’s local marketing ability.

• Presented the case for a role-based hierarchy

system and simplification of lead distribution

p rocess in order to reduce costs, increase the

accuracy of reporting and enhance the customer

experience.

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T raci L. Esch

Corporate Strategy and Operations Management Professional

2312 Heatherwoods Way Carrollton TX 75007

(H) 972-***-**** (M) 214-***-****

(E) *****@*******.***

• Led Project Team in writing, coordinating and

1993 – 2008: Advantage Director of

i mplementing a new rental operations system

Rent A Car Administration and

($2.5 million project)

F ranchise Operations

• Directed all activities for move of the company’s

headquarters (150 employees), including hiring

and managing a telecom consultant to purchase

and implement a new telecom system for

headquarters staff as well as a 25-seat call center

• Coordinated and edited the business’ successful

P rivate Placement Memorandum for sale of the

company (150+ pages)

• Named one of five company Change Managers

(1,500 employees) to join new management team

upon company sale; led interview and hiring

p rocess for Executive VP, Marketing VP, VP –

Revenue Management and Chief People Officer.

• Researched, tested and purchased the following

software for company use:

• Online t raining modules for employees that

i ncludes flash t raining and quizzes with

automatic scoring (resulting in a savings of over

$100,000 in travel costs for t raining);

• Online survey used by all customers and

employees;

• Hosted PBX (communications system) for all 96

f ield rental offices with browser-based controls for

centralized monitoring and updating; provides

automated call attendants and call forwarding to

national reservation center for capture of more

sales opportunities, adding an additional

$980,000 in annual revenue

• Customer service t racking software used by

customers and business partners for logging

i ncidents, t racking t rends; provided significant

cost savings in FTE’s

• Implemented a template-based ordering system

for most-used marketing collateral and business

stationery.

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T raci L. Esch

Corporate Strategy and Operations Management Professional

2312 Heatherwoods Way Carrollton TX 75007

(H) 972-***-**** (M) 214-***-****

(E) *****@*******.***

• Provided effective management and direction for a

staff of 32 reservation agents, supervisors and

managers for a 24-hour call center, resulting in

consistent improvement in abandonment rate,

service level and staffing efficiency.

• Established automated rental rate collection and

correction, resulting in an increase of $3.38 yield

per rental day over same period previous year.

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T raci L. Esch

Corporate Strategy and Operations Management Professional

2312 Heatherwoods Way Carrollton TX 75007

(H) 972-***-**** (M) 214-***-****

(E) *****@*******.***

MEMBERSHIPS, ENGAGEMENTS

A ND AWARDS

2003 Named one of Travel Agent Magazine’s 100 Most Powerful Women

I n Travel

1999 – 2003 Speaker’s Forum, American Car & T ruck Rental Independent and

F ranchisees

1999 – 2000 Board of Directors, Sales & Marketing Executives of San Antonio

1999 – 2003 Presenter at The Car Rental Show (ACTIF National Convention)

EDUCATION

A.S., Business (Summa Cum Laude)

South Plains College 1989 – 1991

B.B.A., Marketing (Cum Laude)

Texas Tech University 1991 – 1993

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