Sue Tracy-Cluett

91 Mill Road, Hampden, MA 01036

352-278-1680

PROFESSIONAL EXPERIENCE
Law Library Circulation Supervisor,Western New England University, Springfield,MA 2008-present
  • Interview, hire, train, schedule and supervise over 20 staff members providing circulation, reference librarian and cataloging services support 7 days a week.
  • Technical skills include maintenance of legal study aid database on the library’s web page using the WNE University content management system, creating documents then loading to the library wiki and performing computer troubleshooting.
  • Create process and spreadsheet tools for monthly revenue & fiscal reporting.

Commercial Underwriter, Nationwide Mutual Insurance, Gainesville,FL 2005-2008
Learned over two dozen commercial insurance processing systems and shared the information by training others.
Identified how the unit could process the daily work coming from the lockbox, balance batches and standardize check requests by coding improvements to the existing tools in Excel with written instructions on how to use.
Senior Project Manager,WebMD, Alachua,FL 2001-2005
  • Managed multiple projects including the introduction of new computer based practice management systems all over the country.

Defined and documented new system data processing requirements resulting in maximized system performance and customer satisfaction.
Created teams in 7 Regional VP groups across the country. Initiated training curriculum that would establish operational efficiency for new products. Trained sales force, installers, support personnel and trainers that would train clients and other employees.
Technical Services Delivery Project ManagerAT&T, Orlando, FL 1990-2000
Managed 11 project managers and 18 technical professionals performing hardware and software implementation projects for AT&T financial initiatives.
  • Planned and conducted focus group sessions to gain detailed data for improving management communication for organization of 175 people in 24x7 shop. Achieved 10% increase in satisfaction rating.
Proactively planned and implemented computer system installations with a cross-organizational team including vendors. Formally recognized by customers and vendors for significant contribution to successful implementation.
Team leader of Job Model Quality Improvement Team that collaboratively developed work processes with managers of Customer Service Help Desk. Identified job content, required skills and knowledge to produce desired output and skill based training path for clerical, technical and management positions. Received AT&T Quality Award.
  • Proficient in the use of Microsoft Office Products including Word, Excel, PowerPoint, Access and Exchange.

EDUCATION
Masters Certificate, Project Management, George Washington University, Washington DC
Bachelors of Business Administration. Minor in Psychology.SAP Certificate. 3.93 GPA Western New England University, Springfield, MA. Beta Gamma Sigma International Honor Society Inductee. Dean’s List and President’s List 2011-2014.