Theodore McClennan
Chesapeake,VA
Summary
Obtain a business management position that will utilize my communication, organizational, and leadership skills.
Overview
27
27
years of professional experience
Work History
Assistant Manager
ABNB Federal Credit Union
Chesapeake, VA
01.2024 - Current
- Assisted the manager in overseeing daily operations, ensuring alignment with performance, quality, and service standards. Led and mentored a team of 18 representatives, and 2 Team leads including call and eBranch representatives, to achieve optimal productivity and customer satisfaction.
- Developed strong working relationships with staff, fostering a positive work environment.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Scheduled staff shifts to ensure proper coverage during peak hours.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Facilitated team-building activities, enhancing team cohesion and morale.
Customer Service Supervisor
Tidewater Finance Company
Virginia Beach, VA
02.2018 - 01.2024
- Supervise a team of 6-8 multi-functional Customer Service Representatives.
- Coach and drive my team of representatives to meet and exceed all required goals on a daily basis. Provide feedback to assure that they are providing the best experience to our customers while following all Tidewater's guidelines, policies and procedures.
- Supervise with all resources and tools such as Utilization, Harmony, QA reports, Megasys, ADP and statistics.
- Assigned to events/projects to motivate and show appreciation towards our representatives on a daily and monthly basis.
- Involved in the interviewing and hiring process of new hires.
- Coached several representatives to promotions on my team.
- Provide weekly, monthly, yearly performance reviews as well as coaching and progressive discipline.
- Responsible for collection of short payoffs from dealerships on our TMC (Tidewater Motor Credit) accounts.
Order Management Specialist
Artech Information Systems LLC
Morristown, NJ
07.2017 - 02.2018
- Contracted to work at Cox Communications in Chesapeake, VA.
- Processed all sales orders from start to finish for our Cox Business Services customers.
- Complex issues and coordinating specific requirements.
- Worked on several projects coordinating node splits and informing our customer base. As well as freeing up IP addresses no longer being used for our database.
- Interfaced with sales, operations and functional groups to facilitate order flow and meet processing metrics.
Post Sales Process Specialist
Cox Business Special Projects
Chesapeake, VA
10.2011 - 12.2016
- Monitored all Cox Business Services Remedy Trouble Tickets to assure that they were processed in a timely manner against each departments service level agreements. Also to make sure that it did not affect TTR (Time to Resolve) on Department scorecards.
- Assured that customers were updated and engaged in the process by follow ups and questionnaires.
- Created tracking reports to monitor daily and monthly statistics to provide to managers and the senior team.
- Coordinated and facilitated high escalated issues to expedite resolution that sometimes involved multiple departments.
- Alerted high profile customers when there was a node change or split that can affect their IP addresses. Provided them with new information and resources if any issues should occur.
- Provided assistance to our customers with their Cox Business sales orders; providing updates, expediting/escalating their orders and concerns during the transitioning of our new sales order system.
- The results from these projects: increased sales, less processing time for trouble tickets, less call volume for escalated issues and better customer survey results which affected our yearly bonus.
Contractor Relations & StS Supervisors
Cox Communications
Chesapeake, VA
05.2005 - 10.2011
- Liaison between Cox and our contractor workforce.
- Supervised 5 Contractor companies and a staff including an admin, two billing clerks, and four Quality Assurance technicians.
- Measured performance goals that a contractor must achieve including customer satisfaction.
- Managed budgets vs supply and demand needs for our internal and external customers.
- Accessed and created performance reports, facilitated contractor meetings, conduct and manage CPE equipment processes, monetary audits, created and managed a Field escalation process.
- Supervised our STS techs (special field techs for custom and project installs) during their supervisor's deployment from 9/2010 thru 12/2010.
Account Services/E-Care Supervisor
Cox Communications
Chesapeake, VA
01.2003 - 05.2005
- Supervised a staff of 20 Customer Service Representatives and E-care on-line representatives.
- Responsible for daily stats, coaching/development, interviewing new hires and monitoring calls for quality assurance, set sales goals and perimeters.
- Facilitated several projects such as converter equipment control, call center pride committee, policies, training and procedure roll-outs.
- Assisted sales department for supervisory coverage as well as relief for our workforce management team during their breaks and lunches.
Customer Care Supervisor
Nextel/Teletech Communications
Hampton, VA
02.1998 - 01.2003
- Multiple Positions:
- Customer Care & Training Bay Supervisor-Supervised a staff of 18 Customer Service reps and a team of new hires.
- Tech Tier 1 Supervisor -Supervised a staff of 12 Technical representatives for troubleshooting.
- BSO Project Specialist -Worked on Ensemble project which created a new window based system for Nextel's use nationwide. Lead data cleansing efforts for easier conversion.
- Billing & Research Supervisor - Created a team of 25 billing researchers. Which researched time consuming issues, account restructures, business net conversions and various projects.
- Duties included hiring/termination, scheduling, staffing, performance reviews, generate statistical reports, monitor calls for quality audits, call forecasting and profiling. Extensive usage of windows, excel and median Terminal emulator.
Education
High School Diploma -
Montclair High School
Montclair, NJAssociate of Arts - Liberal Arts And Sciences
Edward Williams College
Some College (No Degree) - Business Management
Fairleigh Dickinson University
Teaneck, NJSkills
- Training and mentoring
- Account updates
- Sales proficiency
- Service Solution Expert
- Decision-making
- Complex Problem-solving
- Call Center Management Experience
- Dedicated to process improvement
- Customer service
- Team building and leadership
- Order process management
- Employee motivation
Accomplishments
- Received the "Supervisor of the Quarter" award after 10 months of employment at Tidewater Finance Company.
Additional Information
College activities: President; Chosen Few Social Club, Presidents; Gents Quorum Social Club; Organized Social and Community Events. Received Outstanding Achievement Award
Timeline
Assistant Manager
ABNB Federal Credit Union
01.2024 - Current
Customer Service Supervisor
Tidewater Finance Company
02.2018 - 01.2024
Order Management Specialist
Artech Information Systems LLC
07.2017 - 02.2018
Post Sales Process Specialist
Cox Business Special Projects
10.2011 - 12.2016
Contractor Relations & StS Supervisors
Cox Communications
05.2005 - 10.2011
Account Services/E-Care Supervisor
Cox Communications
01.2003 - 05.2005
Customer Care Supervisor
Nextel/Teletech Communications
02.1998 - 01.2003
Associate of Arts - Liberal Arts And Sciences
Edward Williams College
High School Diploma -
Montclair High School
Some College (No Degree) - Business Management
Fairleigh Dickinson University