Tracy L.

Tiller
39978 New Rd.
Aldie, VA 20105
Phone: 703-727-5457
tracy.tiller@yahoo.com

OBJECTIVE
Perform my skills for enhancing the productivity and operations of my employer. Bring energy, determination,
stability and a high level of achievement to ensure a competitive advantage within an upbeat fast paced
environment while offering solid foundation of organizational, managerial, human resources skills and
insight developed through my past experiences and employment.

SOFTWARE
MS Office (Word, Excel, Access, Power Point) Word Perfect, ACT, SAP, Lotus Notes, Email, Quick Books,
HRIS, ADP Payroll, Typing 80+ wpm, General Correspondence, Spreadsheets, Reports, Calendar Scheduling,
Database Development, Implementation and Updating, Travel arrangements, Dictation, Event & Tradeshow
coordination & facilitation.

EMPLOYMENT HISTORY

10/2009- Present
Koons of Tysons Corner- Customer Relations Manager
Act as the in-dealership “Customer Advocate". Champion and administer the company’s customer experience
philosophy. Establish and maintain policies and processes that put the customer first. Provide orientation for
new personnel, ensuring a thorough understanding of established policies and processes. Supervise three service
center departments: call center, cashiers, valets (about 15 employees).Hire, train, coach, counsel and develop
direct report staff. Manage department schedules (write and monitor). Hold weekly departmental staff meetings.
Resolve the day-to-day customer concerns. Monitor and track repair quality to ensure “fixed right first time"
results. Assist in formally reviewing and resolving customer complaints that are not initially resolved to the
customer’s satisfaction. Solicit customer feedback as a way to refine current policies and processes. Develop
and administer customer complaint tracking system (make this an actionable course of information). Maintain
and promote Customer Satisfaction Indices (CSI) at or above required standards. Prepare daily, weekly and
monthly reports on the status of customer satisfaction results. Hold periodic meetings with dealership
management and staff to report on CSI improvements/processes.

05/2006-10/2009
A to Z Patio & Deck Design LLC- Business Development Manager
Handling of Commercial & Industrial Accounts to include designing and estimating of all custom masonry and
deck projects to include driveways, patios, walkways, sidewalks, decks and screened in porches etc.,
Responsible for AP/AR, customer service, payroll, scheduling, management of sales, contract negotiation,
process change orders, project management as well as client follow up and satisfaction.

12/2004-05/2006
Thyssenkrupp Elevator Corporation -National Coordination Project Manager
An Engineering Coordinator with a worldwide, build to suit developer of elevators and escalators.
Responsibilities included coordination of the architects, construction managers, sales force, and other various
consultants working on our projects. Solicited proposals, issued contracts, reviewed and valued engineering
their work. Responsible for all aspects of construction of 200+ jobs in the coordination with our clients on the
design standards, proto types, and obtaining their approval of our building drawings and layout submittals.
 Tracy L. Tiller
39978 New Rd.
Aldie, VA 20105
Phone: 703-727-5457
tracy.tiller@yahoo.com

12/1997-12/2004
Platinum Contracting -Office Operations Manager/Accounting Manager
I reported directly to the CEO and CFO. Responsible for all facets of Office Management including but not
limited to all aspects of payroll, Accounts Payable, Accounts Receivable, Collections, Invoicing, Credits,
Account Reconciliation, Benefits Administration, W2/1099 Creation and Disbursement. Acted as Human
Resources Manager to include but not limited to outline above including but not limited to responsible for the
development, implementation, execution and administration of Human Resource policies and programs.
Develop and maintain policies, procedures and programs to provide effective HR support in the area’s of
Employee Relations, Compensation (domestic/international), Benefits, Employment/Placement, Training and
Development, Worker’s Compensation, Safety and Affirmative Action, etc., which contribute to the company’s
current and future needs. Recruit candidates via Internet recruiting, job fair recruiting, campus recruiting,
newspaper recruiting, cold call recruiting, and 3rd party staffing firms. Create, Maintain and Update
Customer/Vendor/ Accounting & HR Databases. Oversee all prescreening of sub-contractors and employees,
initiating background investigations, drug testing and ensuring proper insurance coverage.

10/1994-12/1997
Law Office of John E. Schulman -Sr. Employment Relations Legal Assistant / Office Manager
Reported directly to the senior attorney providing executive support. Interviewed potential clients. Made
decisions on worthiness of pending cases. Typed pleadings, produced discovery, attended Depositions and
trials. Investigated claim validity. Kept extensive Scheduling calendar for deadlines. Responsible for all facets
of accounting including payroll, payroll taxes, accounts payable, accounts receivables, chart of accounts, job
costing, P&L production, account reconciliation, inventory control, year end W-2 & 1099s and budgeting.
Maintain & control vendor files, receipt & PO matching, month end reporting.