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Richard McBride
Burleson,TX
Summary
Dynamic and results-oriented Call Center and Operations Manager with over 9 years of expertise in remote team leadership, customer service excellence, and process optimization. Proven ability to thrive in high-pressure environments while building strong client relationships and effectively resolving complex challenges. Recognized for excelling in self-directed roles and contributing to lean team structures that drive efficiency and innovation. Actively seeking a fully remote opportunity that prioritizes practical experience and operational insights over traditional qualifications.
Overview
12
12
years of professional experience
Work History
Outbound Call Center Manager
Live Reps Call Center
Remote (Cincinnati-based)
02.2019 - 05.2026
- Directed a group of home-based agents to provide comprehensive client coverage while ensuring adherence to quality assurance protocols.
- Facilitated continuity of critical client operations by adapting strategies to accommodate changes in contractor and client base.
- Addressed the needs of high-stress medical clients reliant on oxygen delivery, delivering support through empathetic and professional communication during calls.
- Sustained high service standards and operational continuity by integrating tasks from outgoing colleagues.
- Documented workflow issues and proposed actionable resource solutions to leadership for consideration.
- Responded proactively to evolving client expectations and restructured team operations during the pandemic.
Phone Service Professional
Tim Shane Arts
Remote (Dallas, TX)
04.2018 - 02.2019
- Handled inbound and outbound calls across sales and customer service functions.
- Tracked client data using Goldmine CRM and followed up to ensure retention and satisfaction.
- Led training and onboarding for new reps to standardize communication and processes.
Phone Service Professional
Dallas Lighthouse for the Blind
Dallas, TX
12.2017 - 02.2018
- Used call lists and CRM tools to identify leads and set appointments.
- Consistently recognized as 'Top Setter' for exceeding outbound performance targets.
Vpay Collections Specialist
Dallas Lighthouse for the Blind
Dallas, TX
06.2017 - 11.2017
- Gathered missing claim info to ensure payment processing accuracy.
- Logged client communications using CRM and routed issues to appropriate representatives via softphone.
Appointment Specialist
Lynn Smith Chevrolet BDC
Burleson, TX
12.2015 - 06.2017
- Managed appointments, performed long-term follow-ups, and exceeded quotas for customer retention.
- Maintained CRM databases and protected client confidentiality.
Appointment Specialist
Bold Staffing
Farmers Branch, TX
08.2014 - 10.2015
- Supported outbound sales efforts, consistently exceeding daily targets in a high-volume environment.
- Helped onboard and mentor new team members while ensuring process compliance.
Education
Sociology, Animal Husbandry
Lakeland College
Mattoon, IL01-2005
Psychology
Tarrant County Community College
Fort Worth, TX01-2004
Skills
- Remote team supervision
- Client Retention & Support Strategies
- Proficient in CRM and telephony solutions
- Skilled in using Microsoft Office and remote applications
- Strategic critical thinking
- Adaptability under pressure
- Time & Workflow Management
- Onboarding and development support
Interests
Timeline
Outbound Call Center Manager
Live Reps Call Center
02.2019 - 05.2026
Phone Service Professional
Tim Shane Arts
04.2018 - 02.2019
Phone Service Professional
Dallas Lighthouse for the Blind
12.2017 - 02.2018
Vpay Collections Specialist
Dallas Lighthouse for the Blind
06.2017 - 11.2017
Appointment Specialist
Lynn Smith Chevrolet BDC
12.2015 - 06.2017
Appointment Specialist
Bold Staffing
08.2014 - 10.2015
Psychology
Tarrant County Community College
Sociology, Animal Husbandry
Lakeland College