Christopher McClendon
Orlando,FL
Summary
Results-oriented business operations senior leader with a strong focus on data-driven decision-making and operational excellence. Proven track record of enhancing efficiency and driving growth through strategic reporting and analytics. Core competencies include team leadership, process optimization, and performance improvement. Aiming to leverage expertise to achieve organizational goals and elevate operational standards.
Overview
15
15
years of professional experience
Work History
Senior Director of Customer Service and Quality
VENU+
Orlando, FL
02.2022 - Current
- Report to Chief Operating Officer
- 4 Direct Reports: 2 Call Center Managers 2 Quality Analysts
- Manage a Global 100-member call center (remote/in-office).
- Manage a budget of $2.5 million.
- Partner with Disney for Tourist Mobility equipment
- Determine and formulated policies, procedures and business strategies.
- Evaluate assigned team members, and prepared relevant performance reviews.
- Monitor performance by reviewing relevant reporting data and producing statistical reports.
- Met call center and operations financial objectives by estimating requirements and preparing annual budgets.
- Motivate and promoted team employees from within for key leadership roles.
- Developed quality assurance standards, and established targets for all staff.
- Analyzed business performance data and forecasted business results for the Senior Leadership Team
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Appraise inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked
- Monitor weekly profits and losses.
Interim Vice President of Operations
VENU+
Orlando, FL
09.2024 - 02.2025
- Reported to Chief Executive Officer
- 8 direct reports, senior operations managers, warehouse managers, and customer service managers.
- Assigned to the operation task force to save a $15 million contract with Disney..
- Managed Warehouse Operations, Supply Chain, Quality, and Customer Service departments.
- Identified and addressed process deficiencies, avoiding costly pitfalls and keeping operations scalable for future expansion.
- Negotiated contracts with vendors, suppliers, and service providers.
- Resolved escalated customer complaints regarding product and service quality or delivery delays.
- Diminished regulatory risks by strict adherence to insurance and safety regulations.
- Coordinated staff across multiple locations with stellar record of meeting or exceeding demanding targets.
- Mitigated business risks by working closely with staff members and assessing performance.
- Partnered with Marketing to promote sales.
- Accomplished CSAT score to 97% from 84%
- Improved Better Business Bureau rating to A+ from F
- Successfully led the team to keep the Disney contract and renew it for five years.
Director of Customer Service
VENU+
Orlando, FL
05.2022 - 09.2024
- Reported to the Chief Operating Officer.
- 3 Direct Reports Customer Service Managers
- Participated in industry events to promote products and services, build relationships with clients, and expand brand awareness.
- Improved operational efficiencies while managing work requests, store inventory, equipment transactions and changes.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Measured and tracked KPIs to enhance customer experience and improve customer retention.
- Analyzed business performance data and forecasted business results for upper management.
- Assisted with developing marketing campaigns aimed at increasing brand awareness among potential customers.
Contact Center Division Manager
JPMorgan Chase
Heathrow , FL
02.2010 - 04.2022
- Reported to Executive Director (Site Leader)
- 7 Direct Reports: Contact Center Supervisors
- Managed a 500-member call center (Credit Card, Disputes, Collections, Fraud, Home Lending, and Supervisor Unit)
- Managed remote and in-office teams.
- Set and managed performance benchmarks for call center employees.
- Developed quality assurance standards and established targets for all staff.
- Motivated and promoted team employees from within for key leadership roles.
- Established strong and successful policies for employee actions and customer interactions.
- Monitored performance by reviewing relevant reporting data and producing statistical reports.
- Assisted in budget preparation and assessment for call center needs..
- Conducted staff evaluations and determined promotions and realignments or reductions in workforce.
- Analyzed strategic, core and support processes and recommended improvements to streamline processes.
- Pushed service to sales environment
- Conducted periodic performance reviews to determine employee eligibility for merit increases and bonuses.
- Accomplished call center resource objectives by recruiting, selecting and orienting new employees.
- Met call center financial objectives by estimating requirements and preparing annual budgets.
- Delegated work to staff, setting priorities and goals.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Mitigated business risks by working closely with staff members and assessing performance.
- Coordinated and directed activities of businesses or departments concerning production, pricing and sales.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
Education
Bachelor of Arts - Business Administration And Management
Ashford University
Clinton, IA2019
Associate of Science - Business
Valencia College
Orlando, FL2003
High School Diploma -
West Orange High School
Winter Garden, FL2001
Skills
- Issue Resolution
- Operations Management
- Budget Planning
- Sales
- Training & Development
- Organizational skills
- Project Management
- Managed 500 agent Contact Center
- Zen Desk
- ConnectWise
- B2B
Timeline
Interim Vice President of Operations
VENU+
09.2024 - 02.2025
Director of Customer Service
VENU+
05.2022 - 09.2024
Senior Director of Customer Service and Quality
VENU+
02.2022 - Current
Contact Center Division Manager
JPMorgan Chase
02.2010 - 04.2022
Bachelor of Arts - Business Administration And Management
Ashford University
Associate of Science - Business
Valencia College
High School Diploma -
West Orange High School
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