Paul McRae

Manage the customer success team efficiency,by studying

consistent call trends received through the call center inbound calls

,developed a customized real time metrics, aligned with corporate

high standard process strategies. Resulting in optimized operations

and one call resolutions working in “Customer first”and “ You first”

working culture.

√ Enforce sanitary practices for food handling, general cleanliness,

and maintenance of kitchen and dining areas. Ensure compliance

with operational steritech standards, company policies,

federal/state/local laws, and ordinances.

√ Trained the success team in advance relationship management

posture methodologies, such as; escalation defusing

techniques,acknowledge,

√ confirm and assist resolutions,across the entire CS team.

Instilling a helping others on the team focus to maintain and

improve customer relationships if person or inbound generated

calls.

√ Supervised onsite multi-unit professional restaurant

locations,training general managers and assistant managers, how

to run each unit full operations. Step by step how to maintain labor

cost,interviewing ,

√ staffing,inventory, Front of the house operations, Back of the

house operations full comprehension of Profit and Lost reports.

While still maintaining corporate image, including cleanliness, and

professional appearance standards. Estimate food and beverage

costsManage the national customer success team, by studying new

geographic and demographic call trends. Thereby creating cutting

edge real time operation metrics that are coachable, scalable and

sustained business grow

√ Supervised recalibration training and development back to our

high standard policies and procedures utilizing working strategies

to optimized in operational performance and to increase sales

volume

√ Oversee evaluation and performance

√ management in regard to sales expertise and the achievement of

established sales

√ Evaluate portfolio operations with a strategic outlook and

understanding of how current decisions will

√ affect future operations and financial projection. Also conduct

quarterly meetings with facility Managers to keep them apprised of

current issues

√ Reviewing customer service excellence, rating & scoring inbound

calls volume , managing call center

√ environment. Supervising customer contact and call handling

metrics as well as abandon call rate.

√ Maintain B2B working relationships with associates to support

the open-door policy.

√ Interviewed hired, trained and developed management staff;

Ensuring that leadership at each multi unit location were qualified

to execute, maintain and exceed end of week sales goals.

√ Conduct regular and random multi-facilities visits and

inspections to ensure steritech state and city ordinance standards

are being met and adhered to, and to maximize performance of

operations

√ Increasing product adoption, customer loyalty and retention, and

customer satisfaction while actively setting and contributing to

churn reduction tactics.

Ensured a high level of performance at all departments to

increase effectiveness, efficiency, and consistency of operations

√ Evaluated operations in the following departments: Claims,

Commercial and Personal Insurance, Risk Management.

√ Supervised administrative tasks in the following departments:

Accounting, Administrative Support, Human Resources, Training

and Education, Marketing, and Information Technology

√ Measures productivity to demonstrate utilization and

optimization of technologies for future training and process

improvement

√ Developed long-term plans for agency initiatives such as, but not

limited to, acquisitions, revenue growth strategies, investments.

√ Maintained business continuity and disaster recovery strategies

are developed and regularly stimulated

√ Created strategies with the Marketing department and oversee

promotion of the agency to increase market share.

√ Reviewed budget and expenses for each location and investigates

variances

√ Provides oversight to department managers in handling points of

friction and to maximize efficiency

√ Collaborated with HR Manager to align human capital planning,

recruitment, training, and supporting programs

√ Travel regularly to each satellite office to advance agency

initiatives

√ Ensure policies and highly skilled staff are supporting the organization

Acquired and maintained an adequate supply of trained agents to

ensure all Client services can be delivered within required time

frames and at the productivity and profitability standards

established.

√ Ensured achievement of high performance levels that anticipates

Client’s future needs, expectations and continuously enhances the

competency of agents to handle more complex programs and

solutions.

√ Maintained a hiring process that is scalable supporting rapid

growth building a competent workforce and management team.

√ Managed an agent assessment program ensuring consistent

training with defined performance metrics, coaching programs, as

well as continuous improvement in agent performance ratings.

√ Supervised that the Agent Performance Managers,agents,

trainers, coaches and all Department Of Corrections contract

employees have calling campaign responsibilities on an ongoing

basis.Maintained metric measurements and analysis processes to

ensure Client satisfaction, productivity and profitability during

growth spurt.

√ Trained a system user group in operations that provides

recommendations on system enhancements and requirements for

improving the ability of agents to perform their duties and provide

enhanced services to Clients.