Tracy L. Sharpe
Broomfield
Summary
Dynamic individual with hands-on experience in customer support / client success. Talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Overview
36
36
years of professional experience
Work History
Local Marketing Support Specialist
Ansira
01.2021 - Current
- Remote / Broomfield, CO
- Local Marketing Support Specialist on multiple leading insurance and automaker accounts. Duties include client training, guidance and troubleshooting on company marketing software platform, order tracking / logistics, co-op funds management
- Utilize Zendesk and Salesforce Lightning for all client contact tracking and resolution documentation
- Utilize Jira for trouble ticket tracking
- Attend weekly Team Leadership meetings to discuss upcoming platform changes / enhancements, make recommendations for process improvements and share front line user experience and feedback / requests.
Operations Supervisor
HRG North America
12.2006 - 03.2019
- Company Overview: (now American Express Global Business Travel)
- Support team of 16 to 20 call center, client on-site and virtual agents in 10 states across the U.S.
- Work closely with client travel managers on program enhancements and efficiencies, group travel booking and tracking, billing reconciliation, risk management, client education, online booking tool support and customer service research and resolution
- Responsible for training, coaching and mentoring / counsellor development
- Recruiting and hiring of counselors and support staff
- Mailbox, call flow and queue management
- Monitor and report all client call service levels on a daily, weekly and monthly basis. Adjust staffing, agent skill set priorities and shifts to maximize performance
- Conduct testing for key applications such as reservation and quality control scripting and contract pricing
Global Operations Manager
Carlson Wagonlit Travel
08.2005 - 11.2006
- Company Overview: (formerly TQ3Navigant)
- Worked onsite at a large Silicon Valley tech firm in their travel department. Duties included:
- Support team of 14 agents in three locations in all aspects of day-to-day operations. Ensure agents are supporting client travel policy and booking all client preferred vendors
- Assist travel manager with various reports and data collection, negotiate airline contracts for specific meetings, act as back-up to U.S. travel manager in her absence
- Act as liaison between U.S. / European travel managers / travel team and vendors
- Resolve all customer service issues in a timely manner
Operations Supervisor
Operations Supervisor
05.2001 - 08.2005
- Duties similar to above at another high tech company’s on-site travel office in Silicon Valley
Team Leader, V.I.P. / International travel desk
Rosenbluth International
08.1998 - 05.2001
- Worked on-site at Silicon Valley tech firm
Supervisor
Apex Travel
09.1994 - 08.1998
- Supervised three teams (V.I.P., Director and International) totaling nine agents for a tech firm on-site
- Three years as International Specialist
V.I.P. agent
Thomas Cook Travel
10.1989 - 09.1994
- V.I.P. agent – Santa Clara branch office
- V.I.P. agent – San Francisco branch office
- International Specialist – Palo Alto client on-site
Education
Associate of Arts Degree - Business Administration
Phillips College
Campbell, CA01.1989
General Education - Prerequisites
Hartnell College
Salinas, CA01.1987
Skills
- Extensive customer service experience in the corporate travel and local channel marketing industries servicing high volume accounts in both dedicated client on-site and call center environments Clients include big tech, banking, insurance, energy sector, auto makers and many others Worked virtually from a dedicated home office beginning in 2013 Opened a new Houston branch office to service energy sector clients during corporate travel tenure
- Extensive experience supporting clients via chat, phone and email
- Excellent leadership and communication skills Outstanding rapport with clients Detail oriented, organized, a good motivator, professional, dedicated and dependable Consistently positive attitude
- Able to work effectively and efficiently in a high stress, fast paced environment
- Excellent problem solver / analytical skills
- Zendesk / Jira / Salesforce Lightning proficient
Timeline
Local Marketing Support Specialist
Ansira
01.2021 - Current
Operations Supervisor
HRG North America
12.2006 - 03.2019
Global Operations Manager
Carlson Wagonlit Travel
08.2005 - 11.2006
Operations Supervisor
Operations Supervisor
05.2001 - 08.2005
Team Leader, V.I.P. / International travel desk
Rosenbluth International
08.1998 - 05.2001
Supervisor
Apex Travel
09.1994 - 08.1998
V.I.P. agent
Thomas Cook Travel
10.1989 - 09.1994
General Education - Prerequisites
Hartnell College
Associate of Arts Degree - Business Administration
Phillips College
Hobbies and Interests
Scuba diving, camping, hiking, travel.
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