Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tracy Morales

Lake Forest,CA

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Dedicated Telecommunications professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Innovative and goal-oriented Management professional committed to [Area of expertise]. Dedicated team player skilled at mediation and conflict resolution. Drives company growth through [Action].

Proactive and meticulous [Job Title] with over [Number] years of experience in [Type] industry. Proficiencies in inventory control, sales, staff training and development. Customer-oriented team player with expertise generating optimal satisfaction levels while building profits and client generation.

Overview

40
40
years of professional experience

Work History

Territory Services Manager

Avaya
02.2011 - Current
  • Provides direct supervision of 20 field service engineers to ensure excellent customer relations and a constant high level of customer satisfaction is maintained.
  • Responsible for system installations, additions, moves, upgrades, repair and preventative maintenance, within an assigned geographic area.
  • Accountable for escalation management including knowledge of Avaya escalation management processes and tools.
  • Partners with Sales to drive maintenance renewal rates.
  • Ensures high customer satisfaction as measured by CES transaction and operational results.
  • Presents detailed customer reports such as Custom Support Guide, ARG reports, Stewardship and WWYS.
  • Maintain proactive, face to face high touch customer relationships.
  • Focus on key metrics to improve customer satisfaction while reducing expense and operational costs.
  • Effective at working and managing cross-functional teams to drive results.

National Account Manager – Managed Services

NACR
04.2010 - 02.2011
  • Responsible for driving managed services to new and existing customers.
  • Make telephone calls and presentations to customers and potential customers, consistently adding new prospects and clients to funnel.

Account Manager

Telecom Networking System Inc.
03.2009 - 04.2010
  • Generated $608,136.00 renewal revenue and $408,497 in net new services.
  • Secured multiple new Enterprise maintenance accounts for TNSI.
  • Customer service, account management, business development, backend customer service and lead generation.

Services General Manager

Avaya
12.2006 - 03.2009
  • Provided direct supervision of 25 engineers and software associates to ensure excellent customer relations and a constant high level of customer satisfaction is maintained.
  • Responsible for system installations, additions, moves, upgrades and preventative maintenance, within an assigned geographic area.
  • Accountable for all personnel actions such as hiring, performance reviews, corrective action and similar coaching functions.
  • Assumed a high level of responsibility in contributing to revenue, profit, customer requested dates and managing to Best in Class Quality measures.

Service Sales Specialist

Vision Technologies
05.2004 - 12.2006
  • Completed Lynwood Unified School District’s $250,000.00 48 month renewal opportunity.
  • Generated $1,889,469 in net new and $2,798,105.45 in renewal revenue.
  • Secured 36 month outsourced remote managed network service agreement totaling $140,000.

Sr. Services Client Executive

Avaya
11.1998 - 05.2004
  • Completed a 98% renewal of service contracts.
  • Improved revenue growth by selling service portfolios in large fortune 500 customers.
  • Increased Net new revenue by $6,170,287.
  • Identified and recommended service that best fit the customer’s business needs.
  • Forecasted new service sales, developed, measured and reported total billed revenue.

Telecom Manager

Ralphs Grocery Company
05.1985 - 11.1998
  • Managed 4 voice technicians supporting 3 Lucent G3R’s and 2 EPN’s located in So. California.
  • Planned, directed, and controlled all Telecom Department budgets and resources.

Education

California State University, Long Beach
Long Beach, CA

Skills

  • Territory expansion
  • Coaching and mentoring
  • Service delivery

Timeline

Territory Services Manager

Avaya
02.2011 - Current

National Account Manager – Managed Services

NACR
04.2010 - 02.2011

Account Manager

Telecom Networking System Inc.
03.2009 - 04.2010

Services General Manager

Avaya
12.2006 - 03.2009

Service Sales Specialist

Vision Technologies
05.2004 - 12.2006

Sr. Services Client Executive

Avaya
11.1998 - 05.2004

Telecom Manager

Ralphs Grocery Company
05.1985 - 11.1998

California State University, Long Beach
Tracy Morales