Trevor McVicar
Customer Experience, Strategy And Operations Executive
Dacula,GA
Summary
Customer Experience Executive offering 20+ year history of leading strategic and tactical business initiatives. Proven expertise in large-scale business transformation and change management to consistently exceed company objectives. Offering effective communication, team building and coaching skills with commitment to fostering company vision and building professional culture rooted in trust and mutual respect.
Overview
23
23
years of professional experience
Work History
Executive Vice President, Client Services
Teleperformance
08.2022 - Current
- Direct management responsibility for all client portfolio management in their assigned sites/programs and overall accountability for the delivery of client strategy.
- Accountable for the financial performance of a 50M+ portfolio.
- Developed and implemented strategic plans and activities to ensure all client objectives are met
- Provided strategic solutions to add value back to the client’s business.
- Lead process-improvement initiatives that deliver financial targets.
- Created an environment that delivers excellent service to clients; ensure that account managers consistently drive operations to meet or exceed all financial and non-financial KPIs.
- Delivered value-added client management services in support of multiple account managers, contact center agents, technology professionals, and project managers.
- Developed and implement operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale.
- Oversee all aspects of the implementation of new clients as needed, ensuring management, compliance, and reporting for all contact center operations, including call volume forecasting and staffing, client service commitments, budget, forecasted hours versus actual hours, payroll, etc.
- Facilitated client visits, audits, and tours while demonstrating knowledge and awareness of the Teleperformance business and the ability to present this to suit client needs
Sr. Director, Customer Experience and Operations
Comcast
04.2011 - 08.2022
- Strategic leadership and executive oversight for customer journey alignment
- Own and assure delivery of a superior frontline customer experience.
- Lead, effectively leverage, and professionally develop high performing teams.
- Encouraged and track development and engagement for organization of frontline agents.
- Managed multi-million dollar innovation partnerships
- Put our customers first, giving them flawless digital options at every touch-point, and make them promoters of our products and services.
- Develop cross-functional plans, objectives, and strategies.
- Instituted formal operating procedures and enforced adherence to policies and regulations that impacted bottom-line.
- Negotiated new annual contracts and service agreements with vendors to achieve prime pricing.
- Utilized telephone, online chat and email platforms to deliver outstanding customer service.
Director, Vendor Management
Barclaycard
04.2009 - 04.2011
- Managed vendor performance to maximize profitability and achieve financial objectives.
- Strengthened vendor relationships and enhanced revenue streams by applying business development opportunities.
- Negotiated complex vendor agreements and built relationships across multiple commodities.
- Assessed vendor services for compliance with company policies.
- Managed vendor contracts and relationships through collaboration to maximize cost-effectiveness, optimize delivery schedules and maintain service standards.
- Established and monitored customer service standards by employing recognized and comprehensive benchmarks.
- Executed Monthly Performance Plans to identify performance gaps, developing detailed action plans to resolve.
- Coordinated solutions for high volume of customer inquiries per day while meeting and exceeding performance quotas.
- Modified and refined offerings operational practices to meet changing customer requirements.
Senior Manager, Sales Operations
ATT Mobility
12.2008 - 12.2009
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed new strategies for customer retention activities.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
- Cultivated customer loyalty, promoted repeat business and improved sales.
Operations Manager, Customer Experience
AOL
07.2002 - 12.2008
- Assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Created customer support strategy to increase customer retention.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Designed and implemented strategic business plans to achieve growth and retention goals while managing sales team and building long-lasting customer relationships.
- Built partnerships with diverse internal and external teams and sales, finance and operations departments to streamline processes.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Retained accounts by addressing potential cancellations and offering catered solutions to maintain account status.
Education
Bachelor of Science - Business Communications
Arizona State University
Tempe, AZ 08.1992 - 1996.08
Skills
- Team Building & Motivation
- Collaborative Leadership
- Operations Management
- Strategic Planning & Execution
- Process Improvement
- Vendor Relations
- Relationship Building & Retention
- Performance Metrics Analysis
- Collaboration
- Client satisfaction-driven
- Adaptability
Timeline
Executive Vice President, Client Services
Teleperformance
08.2022 - Current
Sr. Director, Customer Experience and Operations
Comcast
04.2011 - 08.2022
Director, Vendor Management
Barclaycard
04.2009 - 04.2011
Senior Manager, Sales Operations
ATT Mobility
12.2008 - 12.2009
Operations Manager, Customer Experience
AOL
07.2002 - 12.2008
Bachelor of Science - Business Communications
Arizona State University
08.1992 - 1996.08
Similar Profiles
MACKLYNE IMARYMACKLYNE IMARY
Customer Support Expert at TeleperformanceCustomer Support Expert at Teleperformance
Noluthando Palesa GxowaNoluthando Palesa Gxowa
Customer Service Executive at TeleperformanceCustomer Service Executive at Teleperformance
Shankorien DavisShankorien Davis
Customer Service Representative at TeleperformanceCustomer Service Representative at Teleperformance
Alexandros BaxevanoglouAlexandros Baxevanoglou
Operations Supervisor at TeleperformanceOperations Supervisor at Teleperformance
Cassandra CoxCassandra Cox
Professional Cleaner at The Cleaning AuthorityProfessional Cleaner at The Cleaning Authority