PAT MC CLARD

Knowledgeable Customer Service Executive with proven history of leading high-performing teams and executing strategic initiatives that drive organizational growth. Successfully directed cross-functional projects that resulted in significant process improvements and operational efficiencies. Demonstrated leadership and communication skills in fostering collaborative environments and delivering impactful results.

• Integrity and People first mindset
• Lead global cross-functional teams providing mentorship, feedback and guidance on development opportunities
• Collaborate with remote teams to align processes and procedures ensuring consistency across channels and functional areas
• Drive continuous improvement through setting clear goals, evaluating performance and providing guidance on best practices
• Assist recruiting teams in identifying successful hiring criteria to improve training throughput and retention
• Serve as escalation point and mediator for customer and internal issues
• Build and continually evaluate quality processes to assess critical elements of customer interactions
• Collaborate with Training, Quality and Operations teams to identify opportunities to improve internal or customer-facing processes
• SOP creation and oversight

• Long history of successful KPI management and SLA achievement
• Design and implement customer interaction monitoring and assessment processes
• Leverage internal quality and CSAT data to identify performance opportunities, develop action plans and assess impact of those actions
• Create reporting and analytics to identify pain points in the customer journey and recommend changes to process and policy to optimize the customer experience
• Use reporting and time-in-motion analytics to identify efficiency opportunities and develop best practices to optimize operational throughput
• Weekly, Monthly and Quarterly business review creation to demonstrate progress of strategic initiatives and performance

• Collaborate with senior leadership on planning and execution of strategic initiatives
• Develop business reviews to clearly communicate successes and opportunities to clients and senior leadership
• Identify technology solutions that enable employees to better serve customers and collaborate with technology teams to implement cost effective solutions
• Recommend new product and service offerings based on customer and employee feedback
• Create reports and analytics to highlight critical metrics
• Lead special projects, project managing task completion across multiple departments and geographies and delivering on objectives
• Strategic account planning to drive growth