Summary
Overview
Work History
Education
Skills
Software
Timeline
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Shinnea Mcginty

Call Center Management
Miami,Florida

Summary

Executive with 15 years of call center operations, quality management, direct line leadership for small, medium, and large enterprises. A proven record in outsourced and in-house operations, complex system implementations, and change management.

Overview

7
7
years of professional experience

Work History

Concierge Manager

Private Cosmetic Surgery Practice
Miami, FL
06.2021 - Current
  • Hire, onboard, and train all call center concierge personnel.
  • Increased Calls Answered Percentage from 6% to 70%.
  • Performed root cause analysis and resolution of all escalated patient issues.
  • Analyze call center data and prepare Salesforce KPI reporting for executive management.
  • Established monthly, quarterly and annual call center goals and action plans including BIP, PIP and personal development plans.
  • Create and conduct monthly training to assist concierge team with continual development of service excellence skills.
  • Conducted competitive research to understand best practices and potential differentiators.
  • Partnered with IT, implemented and developed ticketing support and phone systems
  • Worked closely with guests, some VIP or celebrity, with high degree of respect for privacy

Inside Sales Director

Demandzen
Remote, NC
09.2017 - 06.2019
  • Manage rapidly growing inside sales teams to maximize capacity, quality, and customer delivery.
  • Ensure that customer delivery targets (Meetings Set and Meetings Held) are consistently met.
  • Establish, optimize, and scale caller capacity in sync with aggressive growth targets and to absorb new clients.
  • Hire, train, coach and develop all Inside Sales Representatives.
  • Establish leadership pipeline by execution of career path development strategies for Inside Sales Managers.
  • Test, implement, and optimize bleeding edge technology to maximize differentiated quality and effectiveness of service delivery for clients
  • Cultivated productive relationships and maintained quality communications with account contacts to maximize client retention.
  • Surpassed sales goals by 15% quarterly with implementation of diverse sales tools and strategies.
  • Designed training survey method to evaluate new hire and existing inside sales team.
  • Managed 30 in-house and remote sales specialists by coaching on effective sales techniques, monitoring performance and offering helpful feedback
  • Cultivated productive relationships and maintained quality communications with account contacts to maximize client retention
  • Trained employees on new technology and sales methods to build highly-knowledgeable and successful team
  • Prepared and implemented strategic growth plans for territory based on company goals and expectations

Call Center Manager

Salestaff LLC
Stafford, TX
04.2015 - 07.2017
  • Builds customer driven learning programs including performance analysis, design, and continual evaluation for effectiveness.
  • Institutes effective management and executive leadership training to ensure professional development for existing managers.
  • Develops hiring solutions in partnership with HR to support talent management efforts (i.e., performance management, development planning, talent assessment, effective interviewing, diversity and inclusion, cross-cultural competence, on boarding etc.).
  • Articulates and executes clear vision positively impacting Key Performance metrics and department results. Creates positive KPI centric performance culture.
  • Identifies opportunities for internal process improvement of reporting, information flow and management, business processes and organizational planning.
  • Functions as catalyst, coach, and doer, guiding people at all levels of organization utilizing facilitating approach and advancing learning and development of others.
  • Responsible for management, development, and growth of virtual Inside Sales Representatives nationally.
  • Effectively supervised staff of 50 personnel by implementing company policies, protocols, work rules and disciplinary action
  • Established and oversaw performance targets for call center associates

Call Center Manager

EasyCare
Houston, TX
02.2013 - 04.2015
  • Establish operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analysis.
  • Increases customer base with strategic planning for sales acquisition and retention teams.
  • Meets financial objectives by estimating requirements; preparing an annual budget; P& L reporting and scheduling expenditures; analyzing variances and initiating corrective actions.
  • Drives profitability improvements through KPI performance, focus on cost controls and efficiency improvements.
  • Responsible for management, development, and growth of virtual and in house Inside Sales Representatives.
  • Effectively supervised staff of 60 personnel by implementing company policies, protocols, work rules and disciplinary action
  • Collected and analyzed call center statistics, sales rates, costs and customer service metrics

Education

GED -

Atlanta Area Technical School
Atlanta, GA

Skills

Decisive Leader

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Software

Salesforce

Microsoft Office Suites

Avaya, Incontact, Nice, Slack, Talkdesk, Ring Central, Zendesk

Timeline

Concierge Manager

Private Cosmetic Surgery Practice
06.2021 - Current

Inside Sales Director

Demandzen
09.2017 - 06.2019

Call Center Manager

Salestaff LLC
04.2015 - 07.2017

Call Center Manager

EasyCare
02.2013 - 04.2015

GED -

Atlanta Area Technical School

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Shinnea McgintyCall Center Management