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Who I Am:
A customer service and training professional who combines passion and creative insight with exceptional customer & company acumen.  Builder and developer of world class customer service teams that bring about greater market and industry recognition. Creator of award-winning customer service for progressive, forward thinking companies.

What I Do:
Develop and inspire teams that understand the importance of the customer, resulting in increased revenue growth and brand awareness.
•	Train – Staff, Representatives and Customers to fully understand the “Why”
•	Find Solutions – Solve problems by throwing away the box and developing solutions   that benefit all involved.
•	Care & Inspire – The team & the customer are my two primary focuses in everything I do.

I Create Value By:
Building high performance teams, setting them up for success, promoting identity of service focused companies, finding alternative solutions, being a brand ambassador, creating raving fans, and improving quality.

Core Competencies:
Customer Service Strategy 		Team Building		Conflict Resolution
Process Management		Associate Mentoring	Premium to Luxury + Segment
Training Development/Exec.	SaaS - Eclipse/Solar		Creative Problem Solving
Large Team Management		Omni-Channel Mgmt.	Brand Ambassador

Summary of Key Qualifications:
?	20 years of customer service experience and expertise
?	Built and executed multiple nation-wide external and internal training programs
?	Trained 200+ in a variety of organizations
?	Mentored and coached scores of individuals to advance in their careers
?	Positively impacted company reputation by drastically improving returns process
?	Increased sales, reduced turn-over and developed training efficiencies at multiple companies
?	Implemented new phone and data collection systems, developed metrics and solved 


? Created new marketing & communication efforts with customers and sales agencies through weekly reports, new marketing materials, social media and building a marketing team.
? Increased and maintained high potential and key customers sales by over 7%.
? Improved and implemented Standard Operating Procedures for all areas of production resulting in a 11% increase in production and 27% reduction in late orders.
? Increased collection offerings by 19% through new product development.

Vice President of Business Development

? Centralized all available product information from over two dozen sources into one searchable and organized location to be used by all service agents and product team
? Team growth and development- increased team size over 60%
? Reduced after handle time by 20%, after call work by 55%, speed of answer time by 72%, queue wait time by 53% and abandoned calls by 25%
? Implemented systems to increase accurate call data to provide better visibility call reasons.

Customer Service Manager

? Built reputation as "the person that gets things done" by working closely with 14 rep agencies nationwide to help improve sales, service, deliverables and relationships.
? Key member of ROHL showroom sales training team.  Developed and executed multiple onsite and offsite trainings yearly including, but not limited to price book training, new/existing product training and sales training.
? Worked closely with Purchasing team to ensure inventory levels would meet internal and external customer needs through analytics and sales forecasts.
? Developed and implemented policies resulting in a 13% reduction in returns, 7% reduction in CSR call time and a 9% increase in stock orders. Resulting in an improved Net Promoter Score of over 15%.
? Augmented company KPI measurements to drive efficiency and responsiveness through survey analysis and analytics of over 1000 retailers in the United States and Canada for 30,000+ SKUs
? Created online training tools for ROHL team, sales representatives & consumers.

Director of Customer Care

? Implemented new phone and chat technology.  Results included improvements to products, order tracking, training and customer relations.
? Broadened training curriculum for new hires and team development.
? Decreased order entry time by a full day and decreased errors by over 90% through EDI implementation.

Customer Service and Sales Entry Manager

? Managed multiple staffs of 100+ employees
? New scheduling procedures developed to decrease labor costs by 20% and help increase staff income by over 15%.
? Recommended, developed and executed resort wide tip procedure & structure.
? Analyzed and modified beverage price points to increase profitability by 7%.
? Create weekly Spirit features & Monthly Wine Seminars to increase staff product knowledge and sales.

Restaurant Operations Manager

? Exemplified cross functional training leadership with the development of techniques to provide net revenue growth and profitability.
? Reduced turnover by 45%.
? Increased revenue at restaurants by 15% in Newport Beach & 13% in Indianapolis through training and tracking upselling by servers.
? Corporate opening team member - Laughlin, Nevada

Training Manager

Find out detailed information about Justin Tracy,  in Orange County, CA

Justin Tracy: in Orange County, CA

Justin Tracy

SANTEC

Living Direct Inc

ROHL LLC

ROHL LLC

The Resort at Pelican Hill

Landry Restaurants

Wittenberg University