Summary
Overview
Work History
Education
Skills
Awards
Timeline
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VICTORIA MCLEAN

Fort Lauderdale,FL

Summary

Operations professional with a proven track record in optimizing business processes and leading high-performing teams. Known for unwavering commitment to quality and achieving organizational goals while establishing and maintaining relationships with customers, stakeholders and independent contractors in the gig economy. Acknowledged for always being adaptable, impactful, reliable, professional and positive,

Overview

10
10
years of professional experience

Work History

TLMD Associate Operations Manager

Shipt
08.2023 - Current
  • Liaise between Target Sortation Center operations team and Independent Contracted Shipt Drivers to ensure daily efficient route dispatching
  • Troubleshooted and escalated operational and technology issues
  • Monitored delivery performance and operational metrics to identify trends and implement countermeasures to improve market defects
  • Supported new process implementations and pilot tests while collaborating with leadership to enhance operational processes
  • Built strong relationships with drivers and Target staff, fostering a collaborative culture that supports operational and financial goals.
  • Reduced operational costs through effective resource management and strategic planning.

Project Manager

Boyd Richards Parker & Colonnelli
05.2023 - 08.2023


  • Scheduled, interviewed and conducted new employee onboarding and provided orientation training.
  • Supported HR functions with emphasis on record keeping, data entry, and general HR tasks.
  • Identified areas of improvement and created a roadmap for internal projects (Updating company website, Updating Company Linkedin, Updating Employee Handbook, Updating onboarding process, Updating Office space)
  • Benefits Data Migration into the Paychex HR
  • Introduced Bi-yearly and yearly evaluations and built the Employee Assessments into Paychex HR
  • Maintained human resources information system and kept employee files up to date and accurate.

Experiential Operations Associate Manager

Shipt Headquarters
08.2022 - 05.2023
  • Managed a team of 10+ agents to achieve 90%+ on-queue performance and quality scores, while conducting regular performance reviews, providing constructive feedback for employee growth and development.
  • Analyzed CSAT and SLA data to identify improvement opportunities and increase member retention.
  • Designed and implemented a company-wide Executive Escalations process, achieving a 100% de-escalation rate for Retailer Partners, Members, Shoppers and Drivers.
  • Implemented process improvements based on feedback from team members, resulting in streamlined workflows that enhanced productivity levels

Experience Team Associate Manager

Shipt Headquarters
08.2021 - 08.2022
  • Managed 15+ agents, coaching them to meet department KPIs, resulting in a 10% improvement in team performance metrics.
  • Monitored attendance and performance data to enforce policies and optimize team efficiency.
  • Increased customer satisfaction by providing exceptional support and resolving issues in a timely manner.



Customer Specialist, Experience Team/Flex Team

Shipt Headquarters
08.2019 - 08.2021
  • Handled high call, chat and email volume for Shoppers, Members and retailer partners while exceeding SLA goals.
  • Built rapport with External Partners and provided feedback to our internal teams
  • Troubleshooted and resolved app/account issues

Client Intake Specialist

Alexander Shunnarah Personal Injury Attorneys
02.2018 - 08.2019
  • Conducted phone-based client intakes and assisted clients in understanding service offerings clearly, helping them make informed decisions regarding available options that best suit their needs.
  • Conducted thorough follow-ups with clients post-intake, ensuring their needs were met and any issues addressed promptly.


AmeriCorps Domestic Violence Services Victim Liaison Specialist

YWCA of Central Alabama Family Law Center
05.2017 - 02.2018
  • Managed client intakes and case follow-ups, ensuring accurate data entry for 50+ cases monthly.
  • Connected clients to community resources, improving access to support services by 15%.

Resident Assistant

UAB Housing and Residence Life
03.2015 - 05.2017
  • Engaged with residents to establish an interactive, safe, and inclusive environment.
  • Enforced housing policies and educated residents on expectations, resolving 90% of issues through direct communication.

Education

Bachelor Degree - Political Science and Psychology

University of Alabama At Birmingham
04-2017

Data Analytics Certification - SQL, Python, Excel, Tableau

Thinkful Bootcamp
11-2023

Project Management Certification -

ECornell
12-2022

Skills

  • Microsoft Office
  • Experienced with Google Suite applications
  • Data-driven KPI evaluation
  • Staff training and development
  • Employee supervision
  • Team building
  • Operations management
  • Logistics planning
  • Policy enforcement
  • Project management
  • Hiring and onboarding
  • Continuous improvement
  • Customer service management

Awards

  • Dean’s List, 2014-05-01, Spring 2014–Spring 2017
  • Blazer Women of Excellence, 2016-05-01, 2016–2017

Timeline

TLMD Associate Operations Manager

Shipt
08.2023 - Current

Project Manager

Boyd Richards Parker & Colonnelli
05.2023 - 08.2023

Experiential Operations Associate Manager

Shipt Headquarters
08.2022 - 05.2023

Experience Team Associate Manager

Shipt Headquarters
08.2021 - 08.2022

Customer Specialist, Experience Team/Flex Team

Shipt Headquarters
08.2019 - 08.2021

Client Intake Specialist

Alexander Shunnarah Personal Injury Attorneys
02.2018 - 08.2019

AmeriCorps Domestic Violence Services Victim Liaison Specialist

YWCA of Central Alabama Family Law Center
05.2017 - 02.2018

Resident Assistant

UAB Housing and Residence Life
03.2015 - 05.2017

Bachelor Degree - Political Science and Psychology

University of Alabama At Birmingham

Data Analytics Certification - SQL, Python, Excel, Tableau

Thinkful Bootcamp

Project Management Certification -

ECornell

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