Manager

Tracie Hicks-Resume-****-* copyTRACIE HICKS

*** ********* ******, *****, **** 44320

330-***-**** **********@*****.***

QUALIFICATION SUMMARY

COMMITMENT LEADERSHIP INTEGRITY

Highly motivated management professional with several years of experience in supervision, process improvement and problem solving. Extensive experience in customer service, problem solving, and process improvement. Exceptional analytical and creative abilities. Direct influence on corporate strategic direction through leadership, development, analysis and performance management. Bachelor’s Degree in Business/ Organizational Communication, pursuing a Master’s Degree in Management.

Proficient in:

• Strategic Planning

• Project Management and Coordination

• Supervision/Management

• Statistical Analysis

• Performance Management

• Process Improvement

• Quality Assurance

• Problem Solving

• Employee Training/Development

• Conflict Resolution

PROFESSIONAL EXPERIENCE

GAP COMMUNICATIONS GROUP – CLEVELAND, OHIO 2016 – Present

GAP Communications Group is a full-service communications, public relations, community engagement, special events and marketing firm, based in Cleveland, Ohio.

SENIOR PROJECT MANAGER

• Plan, coordinate and execute special events. Oversee the planning and execution of logistics and operations for private meetings, conferences, road/trade shows and special events.

• Manage the event operations including facility selection, contracting, pricing, transportation, accommodations, food and beverage selections and audio/visual service arrangements.

• Supervise the production of events. Work with event sponsors and internal/external teams on all aspects of event planning . Plan the event floor-plan and its budget and produce the event materials and accessories. Negotiate and manage contracts with sub-contractors and vendors.

• Assisted in achieving business objectives through leads generated from seminars, special events and trade shows.

• Coordinate activities of multiple cross-functional teams to complete projects. Re-assess communication plans, special packages, processes, and look-and-feel appeal in collaboration with cross-company teams.

HEALTHSPAN INTEGRATED – CLEVELAND, OHIO 2005 – 2016

Kaiser Foundation Health Plan of Ohio is a subsidiary of the Kaiser Foundation Health Plan and provides health care services to nearly 150,000 people at 10 medical facilities in the Akron and Cleveland metropolitan areas.

CALL CENTER MANAGER

• Managed and directed staff of 20-25 employees. Monitored department metrics service levels and call volume. Analyzed service level/call handle time statistics and consistently met the monthly and yearly organization standards for performance improvement.

HEALTHSPAN INTEGRATED – CLEVELAND, OHIO (CONT.)

• Performed mid-year and year-end performance reviews. Implemented reward and recognition program incentives for employees. Recorded, scored and monitored employees' Quality Assurance.

• Developed workflow processes which integrated multiple departments, reducing calls to office and improved customer service with a one call resolution.

• Developed daily call center floor strategies with other managerial staff to manage staff to 98% availability to member on a daily and monthly basis.

• Collaborated with senior leadership on organization/department issues or concerns such as compliance, OSHA rules and regulations.

DIAL AMERICA MARKETING – CLEVELAND, OHIO 2001 – 2005

DialAmerica is a telemarketing company with services extending to multiple areas including banking, internet services and services for over 300 magazine publications.

SUPERVISORY COACH / ASSISTANT MANAGER

• Established standards and goals for the department which helped to consistently meet the goals created by the organization. Developed new telemarketing scripts that effectively increased the success rate by 20%.

• Created promotional ideas which led to increased sales for the company. Guided and motivated employees to meet performance targets.

• Developed, retained representatives/supervisors to reduce turn-over and increase retention of employees in a call center environment.

• Trained new representatives on call procedures and how to build rapport with customers to close sales. Resolved/escalated customer complaints and issues to resolution.

• Conducted monthly training orientations for new hires. Coached and mentored employees to all departmental quality standards.

• Completed ad-hoc analysis and special projects as requested.

EDUCATION

University of Phoenix – Cleveland, Ohio

MASTER OF SCIENCE (M.S.) MANAGEMENT

(EXPECTED COMPLETION DATE, 2017)

The University of Akron – Akron, Ohio

BACHELOR OF SCIENCE, (B.S)

BUSINESS/ORGANIZATIONAL COMMUNICATION

PROFESSIONAL ORGANIZATIONS AND AFFILIATIONS

Member – International Alliance of Women

Member - National Association of Professional Women

Member – National Black MBA Association

Administrative Assistant – University of Akron

PROFESSIONAL DEVELOPMENT

Sales and Performance Management for telemarketers - 1 day seminar

Leadership Essentials, University of Akron – 6 session training course

Project Management Essentials, University of Akron – 1 day seminar

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