Joel W. McCann

• Lead Field Special Operations Team tasked with remote maintenance of Nielsen streaming data, Nielsen ratings for college demographic, and special mailings
• Build out new team processes as much was undefined
• Improved work resolution volume by 10% per month and 37% on most recent month
• Helped develop incentive plan
• Created measures of success for annual reviews
• Developed program to serve as backup support to call center team
• Set up audit process for work

Duties and Responsibilities

• Responsible for Field Support team that covers almost 85 million dollars in customer revenue
• Lead/Manage a team of 11 Field Service Representatives to provide unparalleled service to IDEXX customers. Field Support Representatives duties include:
• Installing IDEXX analyzers, reference lab onboarding, proactive customer contact, troubleshooting, ongoing customer education and training
• Encouraging customers through relationship building and education to adopt our products and services
• Hire and develop top talent to not only promote high quality service levels, but ready people for promotion
• Build an improvement-oriented culture that continually strives for higher levels of service and perpetuates continuous gains
• Create an atmosphere of regular feedback, learning, care, and support
• Goal set to drive engagement and constantly improve outcomes
• Develop a team of leaders who support each other and perpetuate the culture

Achievements

• Consistently ranked top five in country for our customer contacts
• Consistently ranked top five in country for highest customer service survey response rate: 9.9-10 average score
• Top ranking for number of customers who are running preventative care panels by volume
• Team drove at least $500k in 2021 of new revenue from product adoption and utilization
• Participated in industry talent benchmarking project
• Participated in new manager mentorship program
• Started development program for succession planning and to promote lateral roles from my team
• Helped team member get lateral role as project coordinator and another team member promote to a newly created Corporate Account position that is critical to new business
• Had another team member receive recognition as Field Support Representative of the Year 2021
• Foster team environment of high engagement
• High MyVoice Engagement Scores
• 2021 88% Response Rate; 91% engaged
• 2022 100% Response Rate; 89% engaged
• Participated in a Best Practices Frontline Leader Panel at 2022 Leadership Summit

Duties and Responsibilities

• 2.2 million dollar budget responsibility
• Manage largest markets of their type in the country with over 1300 installed homes
• Large span of control; I have one of the largest teams in the country with 20 people
• Lead team of 18 Field Service Representatives and 2 Equipment Specialists to improve year-over-year key performance metrics. Key performance metrics measured the following:
• Fixing equipment in homes not sending Nielsen Ratings data in timely manner—92% of total homes required to be sending data on average
• Installing sufficient homes to maintain minimum installation levels required by client contracts
• Resolving all routine maintenance as well as warning indicator flags by established due dates
• Providing superior customer service to ensure high household retention from volunteer panelists
• Passing internal/external audits with less than 5% error rate in Nielsen demographic data
• Recruit, interview, hire, develop, and replace employees to ensure high quality team was in-place to meet business objectives

Achievements

• Participated in committee for rollout of new platform: focus on manager and field rep incentive plan
• Developed, in conjunction with field training department, training to enter field quality reports
• Participating in committee to develop new field quality report
• Developed dashboard for manager calls that allows all managers to track key performance indicators and see trends
• Started two development programs within my markets
• Scored among the highest in the country for 2019 audits
• Maintained second lowest level of overdue work in our region
• High engagement scores on MyVoice survey
• Providing annual training for managers across South Region 2020
• Served as mentor for new manager
• Three team members promoted to managers

Duties and Responsibilities

• 1.1 million dollar budget responsibility
• Manage largest market of its type in the country with over 700 installed homes
• Large span of control; I have one of the largest teams in the country with 16 people
• Our team has some of the top performers in the region and country
• Led team of 9 Field Service Representatives and 6 Membership Sales Representatives to improve year-over-year key performance metrics. Key performance metrics measured the following:
• Fixing equipment in homes not sending Nielsen Ratings data in timely manner—92% of total homes required to be sending data on average
• Installing sufficient homes to maintain minimum installation levels required by client contracts
• Resolving all routine maintenance as well as warning indicator flags by established due dates
• Providing superior customer service to ensure high household retention from volunteer panelists
• Passing internal/external audits with less than 5% error rate in Nielsen demographic data
• Continually improve recruitment of randomly selected homes as well as homes with key demographics
• Ensure Membership Representatives meet or exceed Sign minimums weekly
• Recruited, interviewed, hired, developed, and replaced employees to ensure high quality team was in-place to meet business objectives

Achievements

• Served on asset management committee; implemented numerous policies to help reduce lost equipment
• Ran pilot to test new process to reduce in-home time; reduced in-home time dramatically
• Served on 4DX pilot that later rolled out across the company; high success within our market, so they rolled out across the country
• Ran dual assignment after manager left; the market was below target on install count; shifted resources from my market and pushed the market above target within a month; won market of the month
• Served as mentor for new manager
• Created an install certification process to drive high install completion rate; adopted in New York (largest market in the country)
• Created Membership Representative pitch template and recruitment workshops; approach adopted across other markets
• Three team members promoted to SWAT, one lateral move to critical 2020 initiative, one team member promoted to lateral role that was better fit

Duties and Responsibilities

• 2.2 million dollar budget responsibility
• Manage largest markets of their type in the country with over 1100 installed homes
• Large span of control; I have one of the largest teams in the country with 16 people
• Markets regularly ranked among top half of country
• Our team has some of the top performers in the region and country
• Led team of 16 Field Service Representatives and 2 Part-Time Representatives to improve year-over-year key performance metrics. Key performance metrics measured the following:
• Fixing equipment in homes not sending Nielsen Ratings data in timely manner—92% of total homes required to be sending data on average
• Installing sufficient homes to maintain minimum installation levels required by client contracts
• Resolving all routine maintenance as well as warning indicator flags by established due dates
• Providing superior customer service to ensure high household retention from volunteer panelists
• Passing internal/external audits with less than 5% error rate in Nielsen demographic data
• Recruited, interviewed, hired, developed, and replaced employees to ensure high quality team was in-place to meet business objectives

Achievements

• Assisted in re-writing employee 2015 Performance Reviews
• Served in the Mentorship Program for multiple new managers
• Served in committee to examine employee development training and identify ways to improve the process
• Served on a committee to evaluate employee suggestions to improve current company business practices; implemented a number of new processes to help improve company
• Served as a contact point to gather volunteers and arrange beta testing of new software upgrades to Nielsen data collection systems
• Served on Quality Committee tasked with improving on-going quality metrics
• Developed new report to create greater visibility and usable information around quality metrics
• Developed New Hiring Training Program, which was rolled out company-wide
• Served as part of quality team to improve company-wide quality metrics
• Oversaw 100 home expansion and achieved results within established deadline
• Two team members promoted to manager

Duties and Responsibilities

• Maintain volunteer sample of 80+ homes to participate in Nielsen TV Ratings and Computer Research
• Negotiate with panelist to participate in new company research initiatives
• Persuade and influenced panelists to remain in the Nielsen TV Ratings with little monetary incentive
• Install proprietary equipment and software to collect data for market research
• Collected detailed market research data through survey’s and observational data

Achievements

• Field Representative of the Month January, February 2013
• Field Representative of the Month September 2012
• Difference Maker Award January 2011
• Peak Performer January 2011
• North Mid Atlantic Nielsen Values Award Winner 2010
• Circle of Excellence Award 2010
• Difference Maker Award Quarter 2 2010
• Coached and trained new employees and tenured ones performing below target
• Participated in panel to improve communication between sales and service
• Trained others to roll out new computer research initiative
• Participated in TV elevator measurement initiative

Duties and Responsibilities

• Maintain volunteer sample of 80+ homes to participate in Nielsen TV Ratings and Computer Research
• Negotiate with panelist to participate in new company research initiatives
• Persuade and influenced panelists to remain in the Nielsen TV Ratings with little monetary incentive
• Install proprietary equipment and software to collect data for market research
• Collected detailed market research data through survey’s and observational data

Achievements

• Peak Performer Award March, August, September, October 2009
• Field Council on Quality Regional Award Winner 2008
• DC LPM Field Representative of the Month May and July 2008
• LPM National Field Representative of the Month September and November 2007
• DC LPM Field Representative of the Month four times in 2007

Duties and Responsibilities

• Employed operant conditioning techniques to manage behavior of troubled youth
• Provided training in life skills to help youth achieve success in integrating into mainstream society
• Maintained detailed records of youths’ progression throughout our program
• Managed scheduling and prioritization of appointments for unit of 30-40 residents

Duties and Responsibilities

• Supervised shift of 6-10 personnel with the daily task of preparing 10-12 planes for next flying day
• Coordinated and prioritized maintenance on aircraft between numerous specialty groups to ensure compliance with scheduled maintenance and inspections
• Held responsibility for overseeing all complex troubleshooting and maintenance operations
• Conducted training on aircraft maintenance, the operation of heavy equipment, and safety
• Trained, developed, and wrote reviews on an average of 4-6 personnel

Achievements

• Air Force Achievement Metal
• Air Force Outstanding Unit Award
• Promoted to Non-Commissioned Officer
• Air Force Longevity Service Metal
• USAF NCO PME Graduate Ribbon

Duties and Responsibilities

• Held responsibilities for all maintenance activities on multimillion-dollar attack aircraft
• Coordinated work between various specialties to ensure aircraft readiness for next flying day
• Conducted in-depth inspections to ensure safety of aircraft
• Performed all hydraulic part replacement/maintenance
• Assisted in aircraft engine replacements and tests

Achievements

• Air Force Good Conduct Metal
• National Defense Service Metal
• Global War on Terrorism Service Metal
• Served in Honor Guard
• Promoted to Non-Commissioned Officer
• Korean Defense Service Metal
• Air Force Basic Training Ribbon