Traci has a long and successful track record of working with diverse sector & trade associations and non-profit organizations and is well versed on the needs and juggling acts between various organizational stakeholders – clients, members, shareholders, boards, public and private sector.
A diligent, passionate and entrepreneurial individual who believes that the ‘World of Work’ is all about relationships, partnerships, goals, output and delivery: The Journey with a Goal.
Her involvement for the past 17 years has been in various Service Sectors; Publishing, Research, MICE, Customer Service industry, the Contact Centre and BPS&O sector and non-profit environment. Main engagement areas have been; Project Management, Research, Brand / Product and Event Management & Activation, Stakeholder Management, Business Development, Marketing & Communications, PR, Platform Engagement, Local & International Investment into BPS&O and BPS Quality and sector standards.
Roles and positions have carried her across a variety of sectors over the years covering both B2C & B2B interactions running projects both within South Africa and abroad. Having delved into the depths of selling South Africa as a destination via various organizations including the BPS&O industry body BPeSA (Business Process enabling South Africa), Traci had the opportunity to contribute efforts towards foreign direct investment (FDI) and ultimately local job creation.
Instrumental in launching the first Call Centre engagement platform in South Africa as well working with the then sector body CCNG to unify the people and industry awards for the BPS&O sector – her engagement she continued for 12 years growing the awards to a sought after accolade in the South African sector and introducing the local awards onto the international stage – playing roles of Project Owner, advisor, co-ordinator, presenter and judge.
In addition she has worked with two of the Call and Contact Centre sector publications as well as numerous key research reports both provincial and national for the BPS&O sector in a variety of roles ranging from Research Strategy to Research Project Manager, Contributing and Editor at Large.
Her roles within the sector association varied and were focused where the greatest industry and organisational needs existed – mainly with an operational, strategy, leadership and board member spotlight. Areas within the BPS&O sector Traci touched during her long tenure with the association included: International Marketing – Investor Attraction & Support, Local and International Stakeholder Retention, Job Creation & Talent Development, Industry Development, Membership support & Transformation, BEE and SME support.
Traci had the pleasure of working closely with the international COPC (Customer Operations Performance Centre) Team on the international benchmark certification and accreditation methodology for the Call & Contact Centre sector when they entered SA and achieved Co-ordinator and Junior Auditor status. COPC was introduced to the SA market in 2001 through these engagements. She assisted the audit teams with audits for local South African Outsource firms Call Centre Nucleus (now Aegis Outsourcing South Africa), Sykes, eccentric and international captive firm Bell Canada.
Traci has a passion for quality and was involved with the various creation teams for the South African Business Process Services standards and currently sits as the Chair on the Standards Committee – TC99. She was further privileged to represent South Africa and the SA BPS Standards at the Annual ISO (International Standards Organisation) COPOLCO Convention in Indonesia in 2010 and sits as the sector representative for COPOLCO – ISO BPO application committee.
Traci’s strength areas lie within her ability to manage and formalize conceptual ideas and create engagement platforms for roll-out, and her passion lies in Project Management and the empowerment of people and the potential that the country and the Service Sector hold for our South African community at large.
Traci holds qualifications in Marketing and Project Management
Postnet Suite 214, Pvt Bag X1, Jukskei Park, 2153
Tel: +27 (0) 83 657 3112
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