Tracy Grace

Led daily operational activities across support teams to ensure service delivery targets and SLA compliance. Served as the primary escalation point for high-priority issues, coached frontline advisors, and prepared operational reports on risks and improvement opportunities.

Managed relationships with Microsoft customers and stakeholders to ensure high customer satisfaction and effective handling of escalated cases. Reviewed customer deliverables for accuracy before final delivery, tracked service performance via CRM/reporting tools, and supported continuous process improvement with operations and engineering teams.

Supported Customer Success Account Managers (CSAMs) for enterprise customer engagements by producing customer service diagnostic and hygiene reports. Monitored customer cases and SLA performance, completed quality assurance reviews, and coordinated with technical support and engineering teams to resolve issues while maintaining accurate CRM records.

Managed communications and document flow across departments, updating customer records, maintaining office documentation, and scheduling appointments. Trained and supported new staff on office procedures and administrative workflows to improve operational consistency.

Handled mail, calls, and scheduling/meeting coordination for office operations, supporting production and customer service teams with administrative tasks and reporting. Assisted with stock taking and product quality checks to maintain operational accuracy.

Grade: Second Class Honors – Upper Division

Earned a Bachelor of Business Management in Banking & Finance and achieved Second Class Honors (Upper Division).