Tracy Gardner has over 20 years of experience in customer service, training, and operations management roles. She is currently the National QA Operations and Training Manager for Hotel Express International, where she manages a team of 18 QA agents and is responsible for training, quality assurance, and meeting targets. Her career history also includes roles as Training Manager for two call centers and she has experience in retail, property management, and customer service.

1. CURRICULUM VITAE
Tracy Lorraine Gardner

2. Tracy Gardner
52 Chelsea Drive, Durban North, Kwa-Zulu Natal
Telephone: 081 018 2765
Email: tlkg2003@yahoo.co.uk
PERSONAL PROFILE
I am a 43 year old female currently living in Durban North, KZN recently relocated from
Cape Town. I am highly experienced within the call centre environment, managing
customer services and QA teams as well as managing the training requirements of these
companies. I have also played a key role in the operations of my current company.
My greatest strengths are my abilities to communicate with and uplift people and to
combine that support with training to create effective employees within the company who
grow and improve at whatever they do.
My hobbies include gym and working with animal rescue organisations. I am also planning
on continuing with my degree as soon as possible. I want to grow in my career and be a
strong contributor to my employer’s performance and to the individuals in that
organisation.
CAREER HISTORY
National QA Operations and Training Manager
Hotel Express International (Pty) Ltd
May 2013 – to date
 Establishing and managing of decentralised QA team consisting of 18 agents nationwide
(currently managing the transition of this team from decentralised model to a centralised
model)
 Ensuring all calls are QA’d within company SOP time period to meet the quality
requirements on all Telesales /non sales /customer care
Support the Sales initiatives of the Company without compromising quality or exposing
the company to risk
Responsible for ensuring that sales processes and outputs conform to internal business
process legislation and SLA’s, as well as company and consumer requirements
 Ensuring sample checks on all branches are distributed and completed, addressing and
communicating all quality issues in each branch with QA agent and manager to resolve
 Development of all training material and training thereof
 Relationship manager between outsourced branch managers and Head Office
 Power user for all admin and CQA on CRM
 Identify and initiate best Quality practice and process on the sales floor and within the
QA infrastructure
 Ensure that planning on QA staff procurement and productivity is managed.
 Managing, reporting on, and meeting QA campaign productivity targets, QA
department audit and coaching targets and meeting company group QA score mandate
as set by management

3.  PCI compliance committee – ensuring company adheres to strict PCI regulations
 Managing, reporting on, and meeting :
o QA Campaign Productivity Targets
o QA Department audit and coaching targets
o Company Group QA score mandate as set by Management
o Company’s QA Department audit and coaching targets
o QA department attendance requirements, to ensure that this is at optimal levels
and all disciplinary issues arising there from are addressed and managed in line
with Company policy and procedures.
o QA operational requirements
 Compliance feedback, and regular calibration efficiencies and outcomes
 Managing, and communicating
o problems, solutions, plans and/or other feedback to stakeholders in line with the
department’s requirements
o script and form updates as they are received, with urgency, and ensuring that
changes/updates are fully and concisely communicated to QA TL
 Managing implementation of new campaigns, including training, as well as staff
planning.
 Managing and reporting on QA IT support, logger functionality, recording archiving
(internal and external), and recording supply on demand
 Responsible for overseeing the coordination of the activities within the Quality
Assurance department, and monitor and advise on the performance of the quality team,
as well as produce data and reports on performance tracking company quality objectives
 Managing the QA CMs, TL’s an agents on his/her coordination of QA team
performance outputs, productivity, coaching and development management through the
QA TL’s as well as ensure that team leader motivation and areas of development are
focused on in the individual TL’s weekly
 Implement and develop KPI’s in line with this management
 Oversee performance management of staff not meeting QA requirements (ongoing
feedback and stats) through developed CDP/PIP reporting and management specific to
QA department requirements.
 Responsible for implementation and maintenance of a Quality Assurance System and
Process guide
 Facilitate compliance document drafts and compliance management, as well as regular
audits on sales team discipline around the established compliance requirements
Training Manager
Windscreen Direct (Pty) Ltd
May 2012 – April 2013
Reason left – retrenched
 Developed and trained all required modules
 Training covered: soft skills, systems training, product knowledge, training on the
company background and the other departments in the company
 Was involved in recruitment and seat profiles
 Gave all reports and feedback on the Training department to director/management,
Team Leaders and agents directly
 Was stand-in team leader on regular basis and also trained all the team leaders,

4. managed max of 8 people per team
 Assisted with Quality Control and DIP checks. All feedback recorded and fed back to
the Team Leader and the agent
 Training and coaching of new agents during incubation period
Training Manager
Plasma Mobile (Pty) Ltd
September 2011 – Feb 2012
Reason left – retrenched
 Managed, planned and coordinated all training and training materials for 200+ agents
in outbound centre
 Was involved in recruitment
 Assisted with campaign management and team leader duties (max of 15 people per
team)
 Gave all reports and feedback on the Training department to director management
Store manager
Lilex Trading (Pty) Ltd - 7 Eleven franchisee
Dec 2010 – June 2011
Reason left – temporary contract
Sales assistant
With Attitude CC
Aug 2010 – Dec 2010
Reason left – temporary contract
Rental agent
Greeff Properties (Pty) Ltd
April 2010 – August 2010
Reason left – no basic salary
 Fully trained and certified on IQ Accounting and Point of Sale system
 Managed 4 stores, responsible for all data capturing for all stores, managed staff, orders
and payments
 Banking and daily takings
 Control of all stock and stock-take
 Sales of all products in store
 General retail duties
 Client liaison
 Buying
 Orders
 Customer Care
 Orders for Customers
 Assisting wherever necessary

5. Sales and Marketing
Corporate Wise (Pty) Ltd
June 2009 – April 2010
Reason left – retrenched
Sales
Picasso Headlines (Pty) Ltd
June 2008 – June 2009
Reason left – better prospects
Owner
Beaute-on-Cavendish Beauty Salon
2003-2007
Reason left – sold business
Chairlady
SPCA Witbank
1996-2001
Reason left – started a family
 Sourcing of new stock
 Securing tenants for rental properties
 Following up on lease agreements
 Loading and drafting of new leases
 Managing maintenance of rentals
 Property Inspections
 Initially hired as Marketing and Sales Manager
 Facilitated training workshops
 Trained all soft skills for the company, sometimes bespoke training, i.e, Time
Management, Customer Care, Sales, etc for Corporates or public workshops
 All cold-calling sales
 Sales of Media Advertising Space
 Worked on Longevity, Elle, Elle Décor and Medical Publications TLC and more
 Researching and finding of leads
 Liaising with Editorial Department and obtaining information for any articles in
publications
 All running of the business
 Dealt with all staff issues and customer queries/bookings
 Beauty treatments
 All purchases
 Banking
 Accounts and books
 Studied in Barcelona

6.  Running of entire centre
 Inspectorate duties
 Managed all staff
 Head of Committee
 Fundraising
 Promotion, marketing and education and awareness for the SPCA Witbank
 Public Speaking, functions, events and AGM’s
 All liaisons with NSPCA, Town Council and the Community Chest
 All interaction with veterinary surgeons
Customer services – International sales
Avnet Kopp (Pty) Ltd
1995-1996
Reason left – got married and relocated back to Witbank with my husband
Buying Assistant
Anglo-American Limited
1991-1995
Reason for leaving – relocated to Gauteng
 all purchases for the Anglo-Amcoal Collieries
 sourcing of all items and negotiating of prices
 dealing with the Mine Manager
 Used Trade Net to obtain prices and place orders and telephonically
 Data Capturing Experience
 Scored well in AA Purchasing Exam, over 90%
KEY COMPETENCIES & SKILLS
PROFESSIONAL SKILLS
 Organised
 Solution-orientated
 Handle pressure well
 Excellent planning skills
 Strong communication skills
 Can adapt my training approach to suit different learning types
 Can identify trends easily
 Excellent problem-solver
 Excellent management and leadership abilities
 Excellent listening skills
 Excellent time management skills
 All sourcing and buying of electronic components from the Far East
 Sales and Customer Care Inbound Queries in Call Centre Environment

7.  Excellent problem solving skills
 Excellent coaching/ training skills
 P.C Literate- Advanced Word, Outlook and Excel
 Exceptional attention to detail
 Ability to simplify and communicate problems identified, when recognized, with
urgency, as well as following up on outcomes and measuring results in terms of global
best business practice.
PERSONAL SKILLS
 Patient
 Straight-forward
 Excellent mediator
 Supportive
 Hard-working
 Patient
ACADEMIC QUALIFICATIONS
Matric certificate HG
Witbank Convent – Matric completed
BA Psychology
UNISA
Current
Assessor, Moderator, Facilitator
SETA (Omni)
Completed 2010-2011
Personal growth course http://www.lifeline.co.za/training/individual/
Lifeline
Completed
Course includes topics such as:
 Communication styles
 Life pressures & coping mechanisms
 Trust & self disclosure
 The spiritual dimension of our lives
 Anger Management
 Goal Setting
 Personal value systems
 Overcoming prejudice and discrimination
 Bereavement and loss
 Relationships – in all their forms

8. REFERENCES
Name: Robert Goff
Telephone: 083 6281711
Job title: Director Lilex Trading
Name: Christo Botes
Telephone: 082 808 5971
Email: christo@hotelstay.com
Job title: Director Hotel Stay
Name: Kimesh Verma
Telephone: 083 845 3772
Email:
Job title: Financial manager K2
Name: Grant Strong
Telephone: 061 419 3791
Job title: Sales manager Cape Town
Name: Vasco Leite
Telephone: 079 892 9512
Job title: Operations & Partnering
manager Hotel Express