Tracy Donohue

Core Capabilities

• End-to-end contact centre operations leadership across high-volume environments
• Complex customer escalation management and issue resolution
• Workforce planning, forecasting, rostering, and capacity management
• Service level, KPI, and SLA ownership with strong performance accountability
• Performance reporting, data analysis, and operational insight delivery
• Quality assurance, coaching frameworks, and capability uplift
• Continuous improvement, process optimisation, and workflow redesign
• Training strategy, onboarding, and leadership development programs
• Multi-site and cross-regional team collaboration
• Stakeholder, vendor, and offshore partner management
• Customer experience improvement initiatives
• Compliance with company policy, privacy, and employment legislationOversaw resolution of intricate customer inquiries to elevate overall client satisfaction.
• Conducted needs assessments and developed targeted training programs to elevate staff capabilities and streamline operations.
• Analyzed existing communication methods and implemented enhancements to streamline departmental interactions.
• Assessed customer insights to identify emerging trends and support informed decision-making.
• Implemented mentorship programs for junior staff, driving professional development and reinforcing a commitment to continuous improvement.
• Crafted comprehensive best practices for customer engagement, promoting uniformity in service delivery across various channels.
• Analyzed and refined workflow procedures to facilitate improved collaboration and elevate overall productivity.
• Oversaw daily operations of the customer service department, effectively managing resources to meet targets consistently.
• Created comprehensive training materials for new hires, resulting in reduced onboarding time and faster integration into the team
• Streamlined processes across all facets of contact centre operations to improve efficiency and responsiveness.
• Managed collaboration among diverse teams in various regions to ensure seamless workflow.
• Led workforce planning initiatives to align staffing with organizational goals. Oversaw forecasting processes to anticipate labor demands effectively. Managed rostering strategies to enhance operational efficiency.
• Oversaw service level agreements and key performance indicators to drive team accountability. Championed initiatives to enhance service quality and operational efficiency. Fostered a culture of continuous improvement within the team.
• Oversaw performance reporting initiatives to drive strategic insights across departments. Led data analysis efforts to inform business strategies and improve operational efficiency. Coordinated with stakeholders to align reporting objectives with organizational goals.
• Quality Assurance & Coaching Frameworks
• Escalation & Issue Resolution
• Achieved significant improvements in customer experience through targeted initiatives. Drove continuous improvement efforts that enhanced operational efficiency. Delivered impactful solutions that elevated service quality and customer satisfaction.
• Oversaw stakeholder and vendor interactions to align project objectives with organizational goals. Cultivated partnerships to enhance collaboration and drive project success. Led initiatives to streamline vendor selection and management processes.
• Compliance, Privacy & Employment Legislation.
• Developed training programs to improve staff performance and operational efficiency.
• Led customer service team in resolving complex inquiries and enhancing client satisfaction.

• As the Operations Manager for our Property Investment division, I play a pivotal role in overseeing and optimizing the day-to-day operations. I have a strategic mindset, leadership skills and experience in property sales and management of our call centre and logistical organising appointments for our in-home team. My role essentially is driving efficiency, maximizing performance, and ensuring the overall success of our property investment business growth. I am currently running a Field Team throughout Australia and a call centre on the Gold Coast and the Philippines total direct reports of 150.
• Facilitated collaboration among departments to enhance operational efficiency through process improvements.
• Designed and implemented performance optimization strategies to achieve financial objectives.
• Interpreted financial data and performance metrics to support strategic initiatives and achieve organizational goals.
• Achieved streamlined operations and improved customer satisfaction through the implementation of best practices and innovative solutions. Oversaw field teams in Australia, the Philippines, and Gold Coast to drive operational success.
• Achieved high team performance by mentoring cross-functional groups and promoting a collaborative culture. Drove initiatives that led to ongoing enhancements in team processes and morale.
• Oversaw resource management to align with operational requirements. Directed staffing strategies to optimize team performance. Championed training initiatives to enhance team capabilities.
• Oversaw quality control initiatives to align products and services with established standards. Monitored and assessed performance metrics to drive continuous improvement in output quality.
• Directed identification of operational risks and development of effective mitigation strategies. Oversaw implementation and enforcement of policies and procedures to maintain compliance with industry regulations. Managed staff training initiatives and performance management documentation to enhance customer service delivery.
• Monitored key performance metrics, including first-call resolution, service level agreements, and customer feedback, and implemented action plans to achieve targets.
• Conducted regular team meetings to communicate updates, discuss challenges, and foster a culture of collaboration and continuous improvement.
• Implemented a training program to onboard new hires and develop existing team members' skills, resulting in a 33% decrease in training time and improved agent performance.

• High pressure and fast paced environment, with strong leadership, training and excellent listening and problem-solving skills.
• EIO - developing teams and individuals through teaching and inspiring.
• Consistently exceeded expectations of customer service levels with passion and commitment to customer service coaching, training.
• Responsible for all staff training and performance management, documentation, performance review documentation, identifying customer service needs.
• Responsible for budgets, forecasting areas of growth, Data Washing and full management of dialer system.
• Analyzed call volume and monitored CSR’s Performance and Productivity.
• Fostered a renewed spirit of negotiation and cooperation with staff and customers. Dramatically improved productivity and morale of all staff.
• Hiring and training all new staff and direct marketing strategies including E-Marketing, cold calling, and scripts.
• Strong problem solving and decision-making skills, strong customer service orientation, analytical and prioritizing abilities.
• Ensuring key planning concepts are understood by all, development to implementation of concepts. Build and maintain relationships with suppliers to optimize procurement processes.
• Ability to work in any environment as I adapt to my surroundings, bringing the best out in my staff by my calm direct approach, I strive to get the best out of all of my staff.
• Excellent understanding of managing staff in a property investment and strategies of training staff to build client confidence.

• Full time carer – For my late Husband

• Supervised a team of 25 employees, providing coaching, training, and mentoring to optimize performance and ensure adherence to company policies.
• Implemented methodologies to eliminate waste time, reduce errors, and improve overall efficiency by 25%.
• Developed and maintained strong relationships with suppliers and vendors to ensure timely delivery of goods and services with insurance and banking products.
• Assisted in the development of the annual budget, analyzed financial reports, and recommended cost-saving measures. Design and program a new Avaya phone system for contact centre and branch network.
• Design a contact centre for SCCU – as they did not have one established.
• Development phone communication systems to meet customer expectations and meet APRA compliance levels by customer service coaching, training, and development of CSR.
• Responsible for CRM, budgets, forecasting areas of growth, Management of Avaya system for digital customer contact.
• Analyzed call volume and average call time to monitor CSR’s Performance and Productivity and staff volume levels.
• Understanding Banking Operations: Gain a comprehensive understanding of banking products, services, and operations. This includes knowledge of various accounts, loans, credit cards, and financial regulations.
• Train all staff of SCCU to use the phone system and phone etiquette program Customer Service Skills: Develop exceptional customer service skills, including active listening, empathy, problem-solving, and conflict resolution. Focus on ensuring a positive customer experience even during challenging situations.
• Strong problem solving and decision-making skills, analytical and prioritizing abilities. Technical Proficiency: Familiarize yourself with the call center's technology stack, including customer relationship management (CRM) software, telephony systems, and data analytics tools. This will help you optimize operations and improve efficiency.
• Continuous Improvement: Foster a culture of continuous improvement by encouraging feedback from customers and team members. Implement process enhancements and innovation initiatives to enhance the call center's effectiveness and efficiency.
• Compliance and Regulatory Knowledge: Stay updated on banking regulations and compliance requirements to ensure adherence to industry standards and mitigate risks associated with customer interactions and data handling.
• Networking and Professional Development: Engage in networking opportunities within the banking industry to stay informed about emerging trends, best practices, and opportunities for collaboration. Pursue relevant certifications or advanced education to further your expertise in banking and call center management.

• Developed and implemented strategic plans to drive business growth and increase market share by 30%
• Led a team of 30 employees across multiple departments, fostering a collaborative and high-performance work environment.
• Streamlined operations by introducing process improvements and automation, resulting in a 15% increase in productivity.
• Responsible for all staff training and performance management, documentation, performance review documentation, identifying customer service needs.
• Established and monitored key performance indicators (KPIs) to track progress and make data-driven decisions.
• Sales and Service Management developing teams and individuals through teaching and inspiring.
• Consistently exceeded expectations of customer service levels with passion and commitment to customer service coaching, training, and development.
• Responsible for CRM, budgets, forecasting areas of growth, Management of Dialer system for digital customer contact.
• Analyzed call volume and average call time to monitor CSR’s Performance and Productivity.
• Fostered a renewed spirit of negotiation and cooperation with staff and customers. Dramatically improved productivity and morale of all staff.
• Oversaw budgeting and financial analysis, ensuring the effective allocation of resources and cost optimization.
• Collaborated with cross-functional teams to identify and implement solutions to operational challenges, resulting in improved customer satisfaction.
• Strong problem solving and decision-making skills.
• Strong customer service orientation, analytical and prioritizing abilities.

• Inbound/Outbound Call Centre, Sales & Customer Service Management of the call centres for a National Company.
• Managing numerous departments: Outbound Sales Department (60-80 staff) 3 shifts, Retention Department (20 staff) 2 shifts, Customer Service Department (80 staff) 2 shifts.
• Implement and manage performance management standards and expectations, improving overall department performance by more than 30%.
• Identifying operational efficiencies and implementing improved business processes to fulfil customer requirements.
• Responsible for supervisor training on performance management, documentation, performance review documentation, identifying customer service needs - overall staff and department performance.
• High pressure and fast paced environment, with strong leadership, training and excellent listening and problem-solving skills.
• Well-developed project management skills, with ability to think outside the square.
• Drive, focus and mentor Team Leaders, I have a high energy level which also shows my dedication to exceed the business expectation.
• Implemented recognition incentives, enhancing employee morale and productivity.
• Achieved project control procedures such as project forecasts and cash flow projections.
• Established operational objectives and work plans and delegated assignments to subordinate managers.
• Completed 50-60 performance reviews each quarter, offering praise and recommendations for improvement.
• Accurately documented, researched, and resolved customer service issues.
• Created and implemented customer service management systems and databases.
• Analyzed call volume and average call time to monitor CSR’s Performance and Productivity.
• Developed all process controls and metrics for daily management of the Call Centre.
• Customized program operating budgets, budget reports and other financial performance reports.
• Developed metrics and measured success to further penetrate the marketplace.
• Drove the short-term and advanced promotional planning processes.
• Analyzed key aspects of the business to evaluate the factors driving results and summarized results into presentations.
• Drafted the budget for 3 different departments and monitored expenditures.
• Maternity Contract

• Outbound Call Centre, day to day operations of 70 CSR’s outbound fundraising team, and a direct marketing team of 10 CSR's and publicity event fundraiser's (B105's Christmas Appeals).
• Maximize pledges through effective training techniques, enforcing a very high level of customer service and maximum contact with customers, exceeding customer expectations.
• Ability to build relationships with key stakeholders across all levels of business to achieve outcomes and meet business needs (Government Boards, Hospital Directors).
• Strong numeracy skills and the ability to work with data to analyze and highlight trends.
• Building the long-term contact forecasting whilst anticipating contact volumes.
• Scheduling internal staff to meet quality targets. Strong problem solving and decision-making skills.
• Strong service orientation, analytical and prioritizing abilities. Ensuring key planning concepts are understood by all, development to implementation of concepts.
• Ensuring outbound schedule is accurate and up to date according to lead counts to achieve maximum contact and sales percentages.
• Conduct annual performance evaluations. Ensuring all staff and departments are adhering to all state and federal outbound telemarketing laws and guidelines.
• Applied sales forecasting techniques and strategic planning to verify sales and profitability of products, lines and services.
• Directed and coordinated marketing activities and policies to promote products and services.
• Reviewed the financial aspects of product development, such as budgets, expenditures and research and development appropriations.
• Developed pricing strategies while balancing firm objectives with customer satisfaction maximization. Initiated market research studies and analysis findings.
• Analyzed business developments and monitored market trends. Completed quarterly forecasting and monthly financial reviews.
• Worked with the communications team to drive internal promotion of company programs, initiatives, guiding principles, and mission.
• Collaborated with marketing team, advertisers and production managers to market products and services.
• Coordinated art and graphics creation for effective merchandising. Created high-quality marketing strategy documentation, including product marketing briefs, FAQs, and objection handling documents.
• Developed and implemented campaigns for email, online advertising, search engines and direct mail.
• Developed and rolled out new policies.
• Reviewed sales, customer concerns and new opportunities to drive business strategy at weekly planning sessions.

• Strategic direction involves the development and implementation of a long-term plan to obtain a sustainable competitive advantage.
• Monitor process control in the identification and rectification of potential operating problems.
• Develop and recommend budgets to support the sales and service requirements on a short- and long-term basis.
• Contributing to maintaining sales of company products and identifying new potential sales growth increased production by 42% in the first year.
• Mentoring and coaching all staff members and annual reviews.
• Managing workflows and ensuring all work is carried out in accordance with deadlines.
• Reviewing accuracy of staff output, mentoring, and coaching then identifying training needs and skill gaps.
• Liaising with teams on quality issues and escalated items to directors Production forecasting, and quality control reports
• Upselling and promotion selling implementation to staff. Understanding large business needs (Woolworths, Coles) including seasonal production, holidays and Christmas and Easter.
• Led sales forecasting, market trend evaluation and general strategies.
• Developed comparison tables of products and services by researching product pricing, ratings and performance.
• Managed the highest volume accounts in assigned territory. Negotiated prices, terms of sales and service agreements.
• Presented innovative digital media marketing presentations to executive decision makers.
• Evaluated current service needs and product satisfaction levels with established customers.
• Enhanced marketing exposure through effective website content management and direct correspondence with potential clients.
• Quoted prices, credit terms and other bid specifications.
• Evaluated market trends and recommended marketing budget allocations to top management.
• Strategize with the sales team to prospect and qualify potential customers within assigned geographic territories.
• Collaborated with account executives to penetrate new accounts, identify potential customers, and coordinate product demonstrations.
• Executed calling campaigns targeting direct end-user prospective accounts.
• Networked and interacted with local, national associations to optimize industry connections.
• Created alternative business plans to improve customer relationships.

• Monitored 60+ staff to ensure building strong relationships with customers, maintaining customer loyalty and trust.
• Ensure New Policies for home, property, business, farm, CTP and car insurance guidelines are followed.
• Create new sales strategies and execute those strategies in conjunction with corporate sales plans.
• Ensured claims were settled in accordance with policy limits and corporate guidelines.
• Reviewed claim files ensuring that estimates accurately reflected liabilities.
• Assisted in Disaster after hours for urgent claim matters.
• Oversaw the performance of CSR’s and Claim Agents, 4 direct reports.
• Management of office systems and processes, prompt correspondence and communication with senior managers.
• Analyze the data in the insurance application forms and determine the credit worthiness of the applicant in complex and intriguing cases.
• Consult and work with the state insurance laws and regulations and/or legislation.
• Refer to our head office in the underwriting department for any clarifications or changes in the insurance underwriting coinciding with company policy.
• Facilitating the training of the Team Leaders about the insurance underwriting policies and strategies to improve product knowledge in our team.
• Plan, depict, and format the training programs for the insurance agents while introducing the new plans or modifications made in an existing and presiding policy.
• Maintaining in-depth knowledge of statistics, rules, and regulations of each insurance line.
• Primary administrative & business support to the General Manager.
• Overseeing and supervising all office support staff, including hiring, reviewing, training, and developing new and existing employees on new processes.
• Acting as point of contact to all major clients and key stakeholders.
• Compiling weekly, monthly, and ad hoc reports.
• Conducted routine quality audits to ensure that work was progressing and initiated corrective actions.
• Team Leader monitoring audits.

• Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call centre environment.
• Identified chronic customer issues by creating and maintaining customer complaint log.
• Referred unresolved customer grievances to designated departments for further investigation.
• Effectively managed a high volume of inbound and outbound customer calls.
• Answered a constant flow of customer calls with up 250 calls waiting in queue.
• Defused volatile customer situations calmly and courteously.
• Managed high call volume with tact and professionalism.
• Acted professionally and patiently when addressing negative customer feedback.