Tracy Romano

Background

About Tracy Romano

With a strong history of success in leadership, staff development, process improvement and quality control, I am a Contact Center Management Professional with a proven ability to create a culture of improved employee engagement and customer satisfaction. I have managed large teams and multi-country organizations to achieve specific sales, lead generation and service resolution results. Currently, I am Vice President, Customer Care for Essendant, managing 4 high-volume Customer Care Centers across the U.S. and oversee inbound services as well as outbound business programs. To achieve service level expectations and reduce abandonment rates, I have established Key Performance Indicators, developed new programs to incorporate new products into the work flows and trained associates on products and desired behaviors. Throughout my career with Essendant, I have used my strategy development skills and my Contact Center knowledge to improve processes and outcomes for our company and our customers while also improving employee satisfaction and retention. Previously, I was Director, Customer Satisfaction & Continuous Improvement, for DHL Express. In this role, I created quality assurance strategies and achieved 90+ percentile scores in world-class quality assurance. In each of my positions with DHL and now with Essendant, I have been recognized for my ability to build teams, integrate processes and develop strong internal and external relationships. I am always open to networking with others in the Contact Center Management field to share developments and best practices. Please feel free to contact me via LinkedIn.