Toni McRae
Eden Prairie,MN
Summary
Effective and purposeful management professional with a track record of leading teams to success. Focuses on collaboration, efficiency, and measurable outcomes. Skilled in strategic planning, process improvement, and fostering accountability and excellence. I am known for effective communication skills, empathetic listening, and emotional intelligence. Adaptable and consistently meets changing organizational needs.
Overview
23
23
years of professional experience
Work History
Manager/Supervisor Call Center
Information Specialist Group (ISG)
Bloomington, MN
07.2022 - 07.2024
- Managed a diverse team to achieve project goals and client satisfaction.
- Managed hiring, onboarding and training
- Improved efficiency and service quality through new operational procedures
- Trained in market research, monitored performance metrics to meet quotas
- Handled financial coding and research editing
- Ensured quality standards and provided high-level technical support
- Mentored team with clear project goals and directed marketing campaigns
Operations Supervisor III Customer Contact Center
Federal Reserve Bank of Minneapolis
Minneapolis, MN
04.2007 - 10.2021
- Managed on-site and remote teams at two locations while monitoring service objectives
- Enhanced operational efficiency through new processes, procedures, and diligence improvements
- Participated in major projects that boosted organizational success
- Rotated in critical teams (Telephony, procedures, training, on-call, risk situations, due diligence, VOC, CRM, Salesforce)
- Served on Diversity Council to promote inclusivity
- Set performance and KPI expectations, provided coaching and training
- Ensured compliance with controls, regulations, and audit standards
Call Center Supervisor
Assurant Employee Benefits
Edina, MN
01.2002 - 04.2007
- Led a team of 19 business analysts and temporary staff, boosting production by 25%
- Ensured vendor performance standards and service guarantees compliance
- Motivated staff through open communication and professional development
- Exceeded metrics with initiative-taking management techniques
- Cultivated safety-conscious work culture and ensured organizational standards compliance
- Reduced response times and improved customer satisfaction through process optimization
Skills
- Communication & Collaboration
- Customer Focus & Service Excellence
- Team Leadership & Development
- Operational Efficiency & Process Improvement
- Quality Assurance & Safety Compliance
- Scheduling & Resource Allocation
- Technical Support Coordination
Timeline
Manager/Supervisor Call Center
Information Specialist Group (ISG)
07.2022 - 07.2024
Operations Supervisor III Customer Contact Center
Federal Reserve Bank of Minneapolis
04.2007 - 10.2021
Call Center Supervisor
Assurant Employee Benefits
01.2002 - 04.2007
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