I am a highly motivated, results driven individual looking for a career that I can grown and develop in.

University of Maryland Global Campus

• Creating and maintaining high quality and engaging work environment to ensure associates are motivated to perform at their highest potential.
• Leading the team to complete daily activities according to scheduled deadlines while keeping quality standards, priorities, and overall goals in mind. • Identifying training and development opportunities amongst our team.
• Tracking productivity and performance standings to ensure that desired levels are achieved, especially during critical activity periods.
• Collaborating with peers across different office spaces to establish best practices.
• Planned and coordinated team building activities to promote enhanced teamwork and increase communication.
• Mentored associates by overseeing the use of standard company processes and observed calls to ensure best class service was delivered.
• Shared insightful experiences, motivational support and best practices with team members by providing direct assistance in person and through web communication.
• Collaborated with team members in implementing and developing team

Team Manager

 Developed and managed effective frontline and escalation support teams by coaching, performing monthly evaluations/team meetings to optimize customer service excellence and support agent experience in a positive work environment.
 Interviewed, hired, managed, and developed Call Center Specialist.
 Trained employees and provided solutions to managing escalations and
difficult situations
 Achieved 75% increase in first-call resolutions by establishing internal
training for product certification programs to improve agents’ technical
competencies.
 Surpassed Key Performance Indicators (KPI) such as CSAT, Response
  
 Carestream Dental | Atlanta, GA
Senior Software Support Analyst Team Trainer
04/2010– 10/2014
Time, Resolution Time, and Average Handle Time for both individual and
team goals.
 Implemented and managed Carestream Health's policy guidelines and
SOP's, timecard management along with support department workload
planning.
 Ensure exceptional customer service and support through managing
individual support technician’s performance quality and productivity using
tolls such as CRM, Purecloud, and reporting.
 Collaborated with Senior Leadership to build and distribute key
reports/pivot tables outlining various support performance metrics.
 Assisted healthcare providers through phone, chat, email, and remote support to assist with advanced software issues by researching inaccuracies/errors, performing software testing, and improving overall computer systems.
 Spearheaded server migrations, data extractions, cloud management, QA, installations, upgrades, SQL backups and restore in a timely manner.
 Provided consistent customer service excellence to maintain consumer relations with mindfulness and proven abilities with positive results.
 Led numerous projects in collaboration with a team of seven Junior
Software analysts to evaluate and re-configure critical software packages

Tracey Pelham

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