1. Tracy Reynolds
1230 N. Elmwood Dr. • Davenport, IA 52804 • (563) 676-0065 • tracyr1717@hotmail.com
WORK EXPERIENCE
Focus Services
Director, Dubuque & Clinton, IA
July 2011-June 2014 & June 2014-Dec 2014
 Developed call center strategies through needs based assessments,performance reviews, and cost/benefit analyses
 Contributed information and analysis for conclusion on organizational strategic plans and reviews
 Prepared performance reports by collecting, analyzing, and summarizing data and trends
 Aided human resource objectives by recruiting, orienting, assigning coaching,and disciplining employees
Agent, Trainer, Process Administrator, Dubuque, IA
Sept 2009-July 2011
 Completed systemaudits and analyses
 Managed systemand process improvement; including quality assurance programs
 Administered scheduling systems to communicate job expectations, planning, and monitoring
 Coordinated trainings and scripting
Universal AdCom
Process Administrator, Moline, IL
June 2008-June 2009
 Collaborated and consulted with sales team
 Conducted audits and monitoring
 Managed call allocation to available associates dispersed
 Coached soft skills with emphasis on closing sales
HNI (Hon Industries)
Administration Support, Muscatine,IA
June 1999-Feb 2005
 Conducted follow up calls on shipments and deliveries
 Completed inventory audits
 Aided customer service in survey collection
 Filed invoices from sales team
OTHER SKILLS & COMPUTER PROFICIENCY
Computer Programs & Software: Microsoft Office, C+, SOMS, OMS, OSCAR, onePOS
Process Management
Research & Evaluation
Marketing & Community Relations
Public Speaking
Teaching,Training, & Coaching
Consulting & Quality Improvement
Team Work
Emphasizing Business Excellence
Client Collaboration with Marketing
Focus Groups
Rebranding
Problem Solving
Consulting & Strategic Planning
Team Leadership and Management
P&L & Budgeting
Employee & Client Recruitment
VOLUNTEER EXPERIENCE
Youth Sports Coach, Durant, IA
Summers 2006-2008
 Taught grade schoolchildren fundamentals of softball, flag football, and hockey
 Instilled sportsmanship and teamwork into children
Special Olympics Ice Hockey Volunteer, Davenport, IA
Winters 2003-2007
 Increased player knowledge of game
 Designed and taught offensive/defensive plays
EDUCATION
Kaplan University, Davenport, IA BA-Business Management, 2015-2017
Management Completion Certification, CenturyLink, Phoenix, AZ, April 2014
Scott Community College, Bettendorf, IA, 3 semesters, Fall 1997-Spring 1999