Customer Service Support Specialist

,TRACEY EDWARDS

Gibsonia, PA ***** 724-***-**** ***************@*****.*** www.linkedin.com/in/tracey-horner-90680834

CAREER SUMMARY:

Customer Support Specialist with 15 + years of experience. Strong relationship development, management, contract negotiation, training/coaching, recruiting, payroll and office management skills. Hard-working & self-motivated team player with strong

attention to detail as well as excellent organizational, communication, time-management & multi-tasking skills.

EXPERIENCE:

JOHNSON SERVICE GROUP - Cranberry Township, Pennsylvania/Remote

MSP On-Site Manager/Recruiter 2022 to present

First On-Site (Pittsburgh North) MSP Program Manager for Fortune 500 Client that was previously managed remotelymSuccessfully recruit & fill local & interstate openings provided by Hiring Managers as well as MSP Program Director

Build & maintain strong relationships with all managers involved in workforce needs-always exceeding expectations

Respond to all inquiries & issues in a timely fashion with strong communication at all levels

IMPACT WORKFORCE SOLUTIONS - Canonsburg, Pennsylvania

MSP Operations Manager 2021 to 2022

Managed 6 staffing agencies supplying over 200 contract workers to the client-standardizing procedures & improving communication

Created the position from the ground up as the first On-Site Operations Manager of the only program of its kind in PA

Managed the temporary workforce that become Impact full time employees while waiting to convert to the client full time

Improved client’s existing orientation/training, screenings, attendance tracking, retention & engagement processes

RANDSTAD - Indianola, Pennsylvania

MSP Site Manager 2019 to 2021

Managed 60-75 Contractors working on-site at a large Corporate Client Account using Fieldglass VMS

Built & maintained strong relationships with on-site Supervisor & Managers

Facilitated the on-boarding process for all potential Contractors & participated in each New Hire Orientation

Recruited, hired, coached & engaged Contractors to improve retention; ended assignments when necessary

PRIDESTAFF - Wexford, Pennsylvania

Recruiting Assistant/Office Manager 2017 to 2019

Managed the office function & recruited field associates for franchise location

Recruited & screened potential candidates - verified qualifications & job requirements matched - scheduled in-office interviews

Assisted new-hires during all phases of on-boarding/registration using Bullhorn VMS & created a positive experience

Developed & maintained excellent relationships with internal & external customers while always respecting confidentiality

CLEANCARE - Pittsburgh, Pennsylvania

District Manager 2011 to 2016

Supervised 8 Route Service Representatives generating over $3.2 million in annual sales. Ensured consistent positive customer service at all levels of the business, as well as timely & cost-effective problem resolution

Conducted over 80 Customer Service Visitations monthly–reviewed overall service, addressed concerns & ensured satisfaction

Renewed Service Agreements & enforced current ones

Modified services to meet changing needs & resolved customer issues quickly-strengthening the customer/vendor relationship

Service Manager 1997 to 2011

Serviced 20 healthcare facilities representing $6.5 million in annual sales. Responsible for ensuring customer satisfaction by anticipating & identifying problems, providing timely resolution & modifying account services as needed

Served as lead Service Coordinator in $1 million acquisition of a 3 facility healthcare group

Staffed & Managed Western Pennsylvania Hospital’s Linen Department

Generated/evaluated usage reports-recommended service improvements as well as cost-control & waste reduction measures

AMES DEPARTMENT STORES - West Virginia & Pennsylvania

Acting Store Manager/Assistant Manager/In-store Corporate Trainer 1987-1997

Managed customer service, staffing, merchandise presentation & advertising. Worked closely with corporate buyers & allocators as well as local vendors to maximize sales. Analyzed financial statements & store layouts. Trained Management Trainees.

EDUCATION & CERTIFICATION:

BS degree in Business Administration, 1987 Pennsylvania State University Major: Management – GPA 3.2/4.0

Lean Six Sigma – White Belt Certification – 2016 Minor: Psychology

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