Tracy Wellenbrink
Langley,Canada
Summary
A strong communicator showing attentiveness and genuine interest in my team. I am an empathetic leader who motivates and drives results. Strives to go above and beyond to provide exceptional customer service. I have a high degree of patience, moral character and understanding. I thrive on building teams who exceed their goals and achieve success through growth and development.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Supervisor, Customer Service Center
Grainger Canada Maintenance Repair Operation B2B/B2C
06.2021 - Current
- The Customer Service Centre Supervisor will lead a team of 12-15 team members and manage the day-to-day operations of the Customer Service Centre, including but not limited to driving workforce efficiencies, customer service, reporting, and performance management. The Customer Service Centre Supervisor ensures engagement from the entire team and ensures that the team is able to overcome obstacles. The role manages the processes to ensure compliance with company policies/procedures, continual process improvement. This role will also ensure the timeliness, quality and effectiveness of all processes performed within a given area of responsibility. Works within organization and cross functionally on special projects to drive Grainger’s Growth Map Strategy.
Business Manager
Scene to Seen Productions Inc
03.1998 - Current
- Business Management, light accounting duties including quarterly GST, PST, annual reports, prep for year end.
Supervisor, Inspire Fundraising Solutions
Call Center for fundraising, World Vision, Canadian Cancer Society, Plan International
04.2021 - 06.2021
- Supervisor, Inspire Fundraising Solutions
Supervisor, Member Advice Center
First West Credit Union
12.2017 - 03.2021
- The Member Advice Center Accolades while Supervisor: Department of the Year in 2018 Nominated Department of the Year 2019. Won Highest Customer Service by Industry Award 2020 Won First Call Resolution Improvement Award 2020
- Recognized direct report for achieving Beyond Trip award by surpassing goals and targets, an honor granted to only three team members across three regions.
- The role provides leadership and direction to assigned team including: recruitment, training and development, coaching, mentoring and performance management. Participates in business planning, goal setting and achievement of Member Advice Centre, quality and sales/service delivery targets. Oversees the day-to-day operations of the Member Contact Centre including but not limited to, reporting of call volumes, advanced knowledge of changes rates/policies for First West. Maintaining service commitment levels to members and branch staff, and compliance. Acts as escalation point for inbound call support for all branch locations across First West, including technical support calls for all regions; Envision Financial, Island Savings, Valley First and Enderby Financial.
- Led a diverse team of 9-13 members across three regions.
Financial Advisor, Member Contact Centre
First West Credit Union
12.2016 - 12.2017
- Provided financial guidance and advice to members, building relationships and creating a referral network through phone and email communication.
Senior Service Representative
Prospera Credit Union
06.2015 - 12.2016
- Identified and leveraged service and referral opportunities to maximize member satisfaction.
Business Service Representative
Envision Financial, a division of First West Credit Union
05.2013 - 06.2015
- Helping members meet their financial goals. Receptionist & Front Line Service Representative
Education
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Skills
- Customer service
- Analytical thinking
- Team building
- Conflict resolution
- Coaching and mentoring
- Change management
- Written communication
- Problem Solving
Certification
- Emergency First Aid CPR-C & AED (CSA Basic) issued Jan 2023-2026
- Managing Unconscious Bias DEI 2023
- Unlocking Potential Leadership Training Essentials - Grainger Canada 2022
- Cumis Insurance Foundations of Creditor Program / Point of Sale Technology
Links
http://linkedin.com/in/tracy-w-67830023
Timeline
Supervisor, Customer Service Center
Grainger Canada Maintenance Repair Operation B2B/B2C
06.2021 - Current
Supervisor, Inspire Fundraising Solutions
Call Center for fundraising, World Vision, Canadian Cancer Society, Plan International
04.2021 - 06.2021
Supervisor, Member Advice Center
First West Credit Union
12.2017 - 03.2021
Financial Advisor, Member Contact Centre
First West Credit Union
12.2016 - 12.2017
Senior Service Representative
Prospera Credit Union
06.2015 - 12.2016
Business Service Representative
Envision Financial, a division of First West Credit Union
05.2013 - 06.2015
Business Manager
Scene to Seen Productions Inc
03.1998 - Current
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