Tracy F. Harvey315 Lake El-Jema Drive, Piedmont, SC, 29673

864-430-2480 trackme243@gmail.com

Professional Summary:A detail and results oriented professional with experience in business processing, customer service, supervision / management, and public speaking. Qualifications and skills include experience / expertise in the following areas:

Dealing with customers, both internal and external Supervising / managing employees in a work environment as well as students in a classroom setting Managing ongoing training for customer service and processing centers Managing relationships with third party vendors, independent contractors, and management Preparing and presenting reports, writing business specifications, testing / tracking system modifications, and

overseeing time lines and budgets Proficient with educational technological tools, AS400, and Microsoft Excel, Word, PowerPoint, and Outlook

with a working knowledge of Microsoft Access, Project, and Visio; extremely comfortable using the internet and performing research

Quick learner with a high level of motivation to exceed expectations; little to no supervision required

Work History:High School English Teacher / Substitute, Anderson County (SC) School District 1 March 2008 – Present

Plans lessons for 2 – 5 different subjects per year by creating instructional materials, tests, and projects for each subject; differentiates instruction for students as needed

Instructs, interacts with, assesses, and manages students and facilitates instruction in dealing with interpersonal relationships and problem resolution

Integrates technology and multimedia into instruction; assists students in learning and applying new technologies and multimedia

Keeps a constant dialogue with parents, cooperating teachers, and administration about important matters involving students, curriculum, and professional standards and development

Helps develop core curriculum to be used school and district wide; served on the textbook adoption committee; participates in and leads professional development classes

Assists in increasing standardized test scores (SAT, ACT, and EOC, e.g.) Started a freshman / sophomore BETA club chapter at Wren High School Published literary magazine, Storm Front; sponsored an after school poetry club Left for 4 months to take care of dying father (esophageal cancer); came back as a substitute teacher before being

reinstated as a full time English teacher

Office Manager, Jubilee Realtors LLC July 2006 – February 2008 Handled all receptionist and front office duties including A/R, A/P, filing, faxing, dealing with internal and

external customers, and answering phones Verified the accuracy of all paperwork; ensured that the company ran smoothly and efficiently while adhering to

all applicable laws governing real estate transactions Handled all administrative functions for this real estate firm, its brokers, and its agents

Insurance Department Team Lead / Supervisor, Carolina First Bank (TD Bank) June 2005 – July 2006 Began working at Carolina First Bank as a temporary employee; I was hired as a team lead in September 2005

and promoted to supervisor in March 2006 in the real estate insurance department Ensured that proper insurance coverage was maintained on active real estate loans provided by Carolina First and

their Florida banks (Mercantile Bank) Answered customer inquiries and customer complaints (via telephone and correspondence) Coordinated efforts between the banks and third party vendor that assisted in the tracking of this insurance

information Wrote weekly and monthly status reports on insurance coverage information

Temporary Employee, Various Temporary Companies March 2004 – June 2005 Worked in various office positions while looking for an exciting career opportunity with an excellent organization

Tracy F. Harvey 864.430.2480 trackme243@gmail.com

Computer Sciences Corporation, Inc. December 1996 – February 2004 Business Analyst (2000 – 2004)

Served as a liaison between the IT and the life insurance / annuity customer service departments, troubleshooting and investigating user related issues while working toward swift and definitive resolutions and overseeing time lines and budgets

Worked with clients and servicing agents to analyze production support issues and problems, gathered requirements, wrote business specifications to resolve issues, and developed test plans / budgets; worked with technical personnel to execute, evaluate, and perfect tests; delivered modifications and training to the clients and / or policy holder service areas

Tracked and analyzed metrics, such as turnaround times, associated costs, and amount of items processed utilizing spreadsheets, project software, and database programs in order to ensure maximum efficiency and productivity

Served as the primary analyst / processor for the annuity tax division and the primary analyst for the life tax division

Traveled to client sites, serving as a business analyst, trainer, and customer service processing specialist

Customer Service Supervisor / Team Leader (1998 – 2000) Supervised staff, handled escalated customer calls, and ensured minimum daily abandonment rates,

dealing primarily with annuity policyholders Trained new staff, performed quality control on processed transactions, tracked quality control statistics,

and resolved processing and personnel issues Served as the primary tax consultant for the annuity department

Customer Service Representative (1996 – 1998) Answered incoming calls from annuity policy holders (average call volumes 40 – 100+ / day) Assisted in training new phone representatives as they came into the department

Bell Atlantic Wireless (Verizon) June 1994 – December 1996 Began as temporary employee, hired as customer service assistant (serving 50+ customer service representatives

and 3 directors of operations), promoted to customer service representative (taking 100+ calls a day)

ProGen Research, Inc. June 1986 – June 1994 Worked as market research associate, data entry clerk, and report generation specialist (high school / college)

Education:Clemson University Bachelor of Arts in Secondary Education / English

Certifications, Training, and Accomplishments: Multiple professional development and collegiate courses for further teacher training including certification in

Advanced Placement Courses and Gifted and Talented Programs Various computer / technology courses, introductory and advanced, both for education and business purposes Customer Service Training / Seminars (as trainee and trainer) Train the Trainer Workshops; Management and Sales Training and Seminars Project Management Workshops and Introduction to Six Sigma Awarded several spot bonuses and recognized as employee of the month while at CSC; received numerous

bonuses and accolades while at Bell Atlantic Mobile

Tracy F. Harvey 864.430.2480 trackme243@gmail.com