Traci Briscoe
Naperville
Summary
Experienced professional with over 10 years of experience in customer service and workforce management with a dedication 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
11
11
years of professional experience
Work History
Work Planner
ComEd
01.2023 - Current
- Interface and collaborate with Work Management, Supply Management, Operation Control Center, Construction, and Engineering to create work pouches for new residential and commercial service requests
- Write all switching requests for New Business – West Region requests to liven new service.
- Create all contractor requisition requests for new business contractor work and save costs on projects by negotiating with vendors for better terms, conditions, and pricing agreements.
- Facilitate weekly SPOC calls with work management, construction, and job owners to review planned job requests to avoid milestone hits
- Convert customer requirements to achievable manufacturing schedules to adhere to customer need dates and create a schedule of work for construction to complete planned work to align with customers' need dates.
- Uphold company reputation for quality control, conducting thorough inspections of completed tasks before sign-off from clients or stakeholders.
Customer Care Center Supervisor
ComEd
06.2022 - 01.2023
- Enhanced team performance with consistent coaching, feedback, and development opportunities on call center metrics
- Maintained open lines of communication between management and represented employees by fostering a transparent workplace culture that encouraged collaboration and innovation
- Developed and implemented customer service policies and procedures
- Led weekly huddles to provide direct employees with process updates and company trends
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions
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
- Utilized Arcos tool to create and initiate call-outs to contact employees for staffing coverage due to an increase in call volume
- Created new agent profiles in Aspect Unified Center and updated agents' call services for proper call routing
- Consulted regularly with internal departments for system maintenance updates, produce reports, and storm coverage
Education
Bachelor of Arts - Business Management
Aurora University
Aurora, IL05-2026
Associate of Arts - Business Administration
Joliet Junior College
Joliet, IL05.2024
High School Diploma -
Plainfield North High School
Plainfield, IL05.2008
Skills
- Coaching and employee development
- Problem assessment and analysis
- Report development
- Teamwork and collaboration
- Data collection and analysis
Affiliations
- President of the Network of Exelon Women (ComEd Chapter), 05/24 -Current
- Boys & Girls Club of North Central Illinois Board Member, 08/24-Current
- ComEd Impact Leader, 08/23 -Current
- Social & Networking Committee Chair, Network of Exelon Women (ComEd Chapter), 05/23 - 05/24
- West Region VP for ComEd GrADS Board, 04/23 - 12/24
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
Associate of Arts - Business Administration
Joliet Junior College
High School Diploma -
Plainfield North High School
Bachelor of Arts - Business Management
Aurora University
Similar Profiles
Nagham ObaidNagham Obaid
Project Manager at ComEdProject Manager at ComEd
Ryan GriffinRyan Griffin
Construction Supervisor at ComEdConstruction Supervisor at ComEd
Charles F. (Frank) MoranCharles F. (Frank) Moran
Crewleader/Lineman/Demonstrator at ComEdCrewleader/Lineman/Demonstrator at ComEd