Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
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Traci Briscoe

Traci Briscoe

Naperville,IL

Summary

Experienced professional with over 10 years of experience in customer service and workforce management and dedicated to enhancing employee satisfaction and business success. Innovative and skilled in problem resolution with a strong dedication to employee engagement. Hardworking team player bringing the necessary experience and knowledge to tackle any operations demand.

Overview

10
10
years of professional experience

Work History

Work Planner

ComEd
01.2023 - Current
  • Interface with Work Management, Supply Management, OCC, Construction, and Engineering to create work pouches for residential and commercial work order requests.
  • Write all switching requests for New Business – West Region.
  • Ensured accurate documentation of all project details, maintaining comprehensive records for future reference or audits..
  • Facilitate 0700 regional calls quarterly and provide SWO report updates.
  • Upheld company reputation for quality control, conducting thorough inspections of completed tasks for new service requests.
  • Streamlined communication between teams, ensuring timely updates on project progress.


Customer Care Center Supervisor

ComEd
06.2022 - 01.2023
  • Maintained open lines of communication between management and represented employees by fostering a transparent workplace culture that encouraged collaboration and innovation.
  • Improved overall team performance by conducting regular performance evaluations and providing constructive feedback to facilitate professional growth.
  • Developed and implemented customer service policies and procedures.
  • Led weekly huddles to provide direct employees with process updates and company trends.
  • Ensured timely delivery of critical deliverables by closely monitoring progress against milestones and adjusting plans as necessary.
  • Created comprehensive training materials that facilitated efficient onboarding of new employees while minimizing downtime in operations.

Attendance Supervisor

ComEd
10.2017 - 06.2022
  • Tracked availability and intermittent FMLA usage. for 300 + represented employees.
  • Worked alongside OHS to manage short and long-term disability cases and leave of absence.
  • Collaborated with HR, Labor Relations, and Care Center Leadership to facilitate weekly consensus calls.
  • Conducted fact-findings with represented employees for all employee standards of conduct infractions.
  • Directed timekeeping of pay adjustments before payroll closed.
  • Guided HR, Labor, and Care Center Leadership on all attendance-related grievances to seek a resolution with Local 15.

Business Analyst

ComEd
04.2014 - 10.2017
  • Developed and presented detailed performance reports for both internal and external use to executive management.
  • Updated call center employees' schedule with daily offline exceptions in Aspect Workforce Management
  • Recorded area-specific messages to notify customers of a storm outage in their service territory
  • Streamlined project management with effective communication and collaboration across cross-functional teams.
  • Created new agent profiles in Aspect Unified Center and updated agents' call services for proper call routing
  • Optimized workflow processes to enhance overall productivity and achieve operational excellence.

Education

Bachelor of Arts - Communications

DePaul University
Chicago, IL
05.2026

Associate of Arts - Business Administration

Joliet Junior College
Joliet, IL
05.2024

High School Diploma -

Plainfield North High School
Plainfield, IL
05.2008

Skills

  • Project planning and development
  • Attention to Detail
  • Effective Communication
  • Data collection and analysis
  • Teamwork and collaboration
  • Report development
  • Problem-Solving

Affiliations

  • ComEd GrADS - West Region Vice President: 04/2023 - Current
  • Network of Exelon Women (ComEd Chapter) - Social/Networking Committee Chair 05/2023 - Current
  • ComEd Impact Leader - 08/2023 - 04/2024

Timeline

Work Planner

ComEd
01.2023 - Current

Customer Care Center Supervisor

ComEd
06.2022 - 01.2023

Attendance Supervisor

ComEd
10.2017 - 06.2022

Business Analyst

ComEd
04.2014 - 10.2017

Bachelor of Arts - Communications

DePaul University

Associate of Arts - Business Administration

Joliet Junior College

High School Diploma -

Plainfield North High School

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Traci Briscoe