Tracy Prescott

**** ********** *****

Marietta, GA 30064

470-***-****

ac3fc4@r.postjobfree.com

I am looking for a leadership position with a fast-paced organization where I can utilize my experience and skills in the following areas.

Process Improvement Sales Leadership – develop strategies and execution Project Management Business management

Compliance System integration/implementation

Customer Experience leadership Supply Chain

Call Center Leadership/Operations Learning and development Retail Management Franchise support

Recruiting, people development Internal/external communication Marketing campaign management Manufacturing

Knowledge base development/implementation

Experience

10/01/16 - Present

Instructional Designer and Trainer – Freelance

I work with organizations in need of Executive Coaching or training in the following areas: Train the Trainer, Conflict Management, Onboarding, Change Management. 8/01/2011- 6/31/16 Tensar International Alpharetta, GA Director of Customer Solutions

Tensar is an engineering, manufacturing, and Distributor sales org catering to oil/gas, mining, slope/retention wall engineering, and DOT projects. Company operates in US, South America, Canada, Asia, and Europe. I was responsible for US, South American /Canadian support. I was responsible for leading the team who managed Distributor sales and supply channel. In my role, I led the Customer Service organization, Inside Sales, and company strategy. My accomplishments:

• Managed and implemented Tensar’s Private label business – establishing contractual agreements and overall performance in sales, inventory and execution.

• Partnered with Manufacturing on inventory forecast, quality, and speed of delivery.

• Developed Quality standards and implemented Quality Program.

• Owned the customer order process, customer relationships and issue resolution.

• Created Business Intelligence reporting for analysis for Sales and Operations to address performance issues and develop new strategies for improved sales.

• Reduced Distributor chargebacks by 46% in 2 years through process improvements.

• Implemented Inside Sales Team to expand penetration and ancillary sales.

• Developed customer success metrics

• Managed P&L performance.

• Presented Executive presentations and a member of leadership committees to keep the VOC at the top of company’s priorities.

20000-2009 The Home Depot Atlanta, Ga

Director of Customer Strategy and Director of Customer Care I led the team that created Home Depot’s first centralized Customer Care organization. Using Six Sigma data to determine business rationale and scope, my Team was responsible for the recruiting, hiring, training and processes for all Home Depot complaint handling and issue resolution. I was accountable for the customer service performance for over 2500 stores and store managers as well as ultimately 400+ call center agents, management and senior management. After 5 years of constant improvement I was promoted to leading the overall Customer Service Experience and Strategy for the company where I led IT, Learning and Development, BI reporting, VOC, and other support groups. Highlights:

• Instrumental in building VOC reports detailing issues and root causes then integrating into business reviews with cross-functional leadership – legal, merchandising, store operations, system operations, and from the Board of Directors.

• Met weekly with CEO and Executive Team to present trends affecting entire company.

• Developed customer-focused metrics and process improvements.

• Ran multiple-location call center operations - implemented redundancies.

• Outsourced both domestically and internationally -managed outsourcer’s performance.

• Developed and managed external communication loop for high-urgency PR situations.

• Developed and implemented post-resolution surveys and sales tracking to determine loyalty.

• Personal contact for all CEO and BOD direct complaints

• Responsible for SLAS’s, SOW’s and RFP’s in vendor selection.

• Partnered with SAP in the development of Home Depot’s first CRM initiative. Implemented to all 2500 stores and support offices.

• Responsible for $40m annual P % L.

• Earned a certified Six Sigma Greenbelt Certification. 1995 – 2000 The Home Depot Atlanta, GA

Director of Learning and Development

As Director of Learning and Development I was responsible for the development and implementation of associate training, store management training, System Guides and SOP’s. My team performed needs assessments to determine objectives of learning and applicable adult learning methodologies. The Curriculum was result-oriented with accountability built into all. I led a team of 40+ Field trainers, Content Developers, and Instructional Designers.

Accomplishments:

• Ran leadership Training Center where Store managers received hard skills and cultural context.

• Implemented pre/post testing for accountability.

• Team created and implemented training strategies for store hand-offs and execution of new processes and systems.

• Created /executed first CBT offerings to store associates teaching advanced product knowledge.

• Was a personal executive coach for Divisional and Corporate Executive Leadership.

• Certified as a Master Facilitator and traveled across the country teaching store management. 1981 – 1995 The Home Depot Atlanta, Ga

Assistant Store Manager, Training Specialist, Operational and Merchandising Department Supervisor I held various positions where I was responsible for customer service, operational processes, training, merchandising, people management and development, sales, and inventory replenishment. Education and Certifications

• Six Sigma Greenbelt

• Instructional Designer – Langevin Instructional Design

• Instructional Designer – Darryl Sink Instructional Institute

• Master Facilitator – Vanderbilt continuing education

• Executive Leadership – Babson Leadership School at Emory

• DeKalb College – 1 year and Towers High School – degree Memberships

• GA300 Mentors

• ASTD

• Board of Directors Better Business Bureau

Software proficiencies

• Outlook

• PowerPoint

• Word

• Excel

• Saleslogix

• Oracle ERP

• SAP CRM

• SLACK

• Visio

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