TRACEY CODY

• Lead a team of 10-15 employees in day-to-day operations, ensuring high performance, productivity, and morale.
• Developed and implemented process improvements that increased team productivity.
• Collaborated with HR to handle recruitment, onboarding, and employee performance matters.
• Identified skill gaps and facilitated employee training sessions to enhance team capabilities.
• Handled conflict resolution and team dynamics, ensuring a positive and collaborative work environment.
• Managed employee performance reviews, providing constructive feedback and development plans.
• Ensured compliance with company policies, procedures, and industry regulations.

Key Achievements

• Successfully guided two teams through the CBA India transition by implementing strategic change planning and stakeholder engagement .
• Increased team engagement score in the Your Voice survey from 41% to 83% within three quarters

• Engaged clients via phone to answer questions and address complaints.
• Processed and executed customer disputes.
• Coaching provided to team members on complex assessment cases.
• Investigated and resolved customer inquiries and complaints quickly.
• Escalated issues to proper supervisors when standard processes were not effective.
• Increased efficiency and team productivity by promoting operational best practices.
• Executed reconciliation of internal accounts.
• Appointed Your Voice and Continuous Improvement Champion in the team.
• Cross-trained and provided backup support for team leader.

• Resolving Debit Card Inquiry Disputes, Resolving Bpay Disputes, Investigation of Interest Refunds, Resolving Customer Complaints
• Responded to customer inquiries to provide information on bank accounts, disputes and scheme timeframes.
• Communicated effectively with customers, managers and co-workers through email, phone and traditional postal mail.
• Reviewed and actioned Debit Card Inquiry, Bpay and Interest Refunds disputed transactions.
• Reconciled internal accounts daily.

• Management of staff rosters, Management of staff day to day operations, Open / Close of club, End of Day reconciliation of Bar / Keno / TAB / Gaming Machines, Manual Cash Handling
• Led orientation and training for new employees to prepare thoroughly for full spectrum of service duties.
• Responded with care to customer concerns to leave each customer satisfied and build reputation of service.
• Addressed customer behaviour or complaints head-on to maintain smooth and professional operations.
• Checked on staff regularly and adjusted workflows, assignments and schedules to stay ahead of expected demand for Bar, Keno, TAB and gaming machines.
• Coordinated staff schedules, rotations and breaks.