Summary
Overview
Work History
Skills
Timeline
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Nancy McClain

Hudson,OH

Summary


Proactive Contact Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor, and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.

Overview

13
13
years of professional experience

Work History

Contact Center Manager

Universal Screen Arts
03.2020 - Current
  • Advanced operational efficiency within the contact center by identifying areas for automation implementation while maintaining a human-centric focus.
  • Reached target KPIs consistently by closely monitoring agent performance, providing ongoing coaching, and addressing any gaps in knowledge or skill sets.
  • Optimized call routing strategies to decrease call abandonment rates and improve overall customer experience.
  • Led successful cross-functional initiatives for continuous improvement in the contact center environment.
  • Reduced call wait times by optimizing workforce scheduling and utilizing real-time data insights.

Contact Center Supervisor

Universal Screen Arts
06.2014 - 03.2020
  • Reduced average handling time with effective coaching and feedback sessions for agents.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Supervised 30 CSR seasonally, and 12 CSR year-round in providing excellent customer service to callers requiring assistance for placing orders and issue resolution.
  • Conducted regular performance evaluations, identifying areas of improvement and implementing corrective action plans for underperforming agents.
  • Enhanced customer satisfaction by efficiently resolving escalated issues and providing exceptional support.
  • Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times.

Customer Service Trainer

Universal Screen Arts
08.2012 - 06.2014
  • Evaluated the effectiveness of current training methods, making adjustments as necessary to better align with company objectives and goals.
  • Created a positive learning environment by fostering open communication and constructive feedback during training sessions.
  • Developed job-specific competencies and performance standards.
  • Enhanced customer service skills by conducting engaging training sessions for new employees.

Customer Service Representative

Universal Screen Arts
10.2011 - 08.2012
  • Responded to customer requests for products, services, and company information.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Met customer call guidelines for service levels, handle time and productivity.

Skills

  • Coaching and Mentoring
  • Crisis Management
  • Workforce Management
  • Staff Motivation
  • Teamwork and Collaboration
  • Customer Service
  • Problem-Solving
  • Reliability
  • Adaptability and Flexibility

Timeline

Contact Center Manager

Universal Screen Arts
03.2020 - Current

Contact Center Supervisor

Universal Screen Arts
06.2014 - 03.2020

Customer Service Trainer

Universal Screen Arts
08.2012 - 06.2014

Customer Service Representative

Universal Screen Arts
10.2011 - 08.2012

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Nancy McClain