Summary
Overview
Work History
Skills
Accomplishments
Timeline
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Declan Magee

Carnegie,PA

Summary

Accomplished Performance Management Specialist with a proven track record at DialAmerica, enhancing operational efficiency and stakeholder engagement. Expert in operations management and effective communication, I've led teams to exceed performance goals through innovative strategies and data-driven decisions, fostering a culture of continuous improvement and relationship building.

Overview

11
11
years of professional experience

Work History

Performance Management Specialist II

Aucera/DialAmerica
04.2023 - 04.2024
  • Evaluated employee performance regularly, providing constructive feedback for continuous improvement.
  • Reduced operational costs by identifying areas for improvement and implementing cost-saving measures.
  • Developed strong relationships with stakeholders, ensuring clear communication and alignment on project objectives.
  • Delivered successful projects within deadlines through effective time management and resource allocation.
  • Established key performance indicators for measuring team success, leading to improved overall performance.
  • Facilitated regular team meetings focused on problem-solving discussions that led to practical solutions.
  • Optimized workflow efficiency through the introduction of innovative process improvements.

Content Developer/Mgr of Training and Development

DialAmerica
07.2018 - 04.2023
  • Enhanced stakeholder engagement with effective presentation materials.
  • Improved team collaboration by fostering open communication channels.
  • Developed engaging content by researching industry trends and audience preferences.
  • Streamlined workflows to enhance project delivery and quality.
  • Analyzed data trends to recommend actionable solutions.
  • Participated in brainstorming sessions to generate innovative ideas for content strategies that aligned with company goals and objectives.
  • Tracked performance metrics using analytics tools, identifying opportunities for improvement in future content initiatives.

Manager of Contact Center Operations

DialAmerica
05.2013 - 07.2018
  • Reduced employee turnover by fostering a positive work environment and offering competitive compensation packages.
  • Led the development and execution of long-term strategic plans, ensuring alignment with overarching company objectives and driving sustainable growth within the contact center operations domain.
  • Established and monitored team members' performance against established goals.
  • Collaborated with cross-functional teams to develop innovative solutions addressing customer pain points, resulting in improved retention rates.
  • Motivated, engaged and developed high-performing leaders and created highly desirable working environment.
  • Improved customer satisfaction rates by implementing efficient call center strategies and optimizing agent performance.
  • Leveraged data analytics to identify areas of improvement, driving continuous process enhancement initiatives leading to cost savings.
  • Established clear performance expectations through well-defined goals and metrics-driven evaluation criteria, promoting a culture of accountability among staff members.
  • Led people and organized and managed multiple projects.
  • Successfully managed large-scale projects, ensuring timely completion and alignment with company objectives.

Skills

  • Operations management
  • Business analysis
  • Organizational development
  • Human resources management
  • Data analysis
  • Problem-solving
  • Team leadership
  • Effective communication
  • Decision-making
  • Relationship building

Accomplishments

  • Used Microsoft Excel to develop advanced performance tracking spreadsheets used for multi-center multi-client rankings.
  • Collaborated with team of five in the development of a Corporate Playbook for employee engagement and development.
  • Developed several best practice processes for enterprise efficieny and performance improvements in key areas.

Timeline

Performance Management Specialist II

Aucera/DialAmerica
04.2023 - 04.2024

Content Developer/Mgr of Training and Development

DialAmerica
07.2018 - 04.2023

Manager of Contact Center Operations

DialAmerica
05.2013 - 07.2018

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Declan Magee