Marshall Mackay

• Manage Daily Operations for ~350 employees including a 24/7 Emergency Roadside Operation • Responsible for cultivating talent and developing Supervisors • Drive continuous enhancements to facilitate exceptional team output and customer service • Beacon of Culture and Ambassador for Employee Engagement

Operations Manager & Vendor Manager -Managed daily operations while developing team of 8 Supervisors, with 140+ CSRs -Successfully lead out on multiple R&D projects to enhance customer service experience while improving KPI metrics - Facilitated focus groups with cross functional teams from multiple departments including Engineering, Tier 3 support and Communications to improve both internal and external tools across multiple platforms -Extensive international travel to support BPO operations in APAC and LATAM. Core management functions including leadership training, new hire onboarding and daily operations of multiple sites with ~400 CSRs -Designed and implemented Team Lead and CSR2 onboarding structures including trainings for internal and external partner sites in Europe and APAC Social Media and Corporate Resolution Supervisor -Process management in responding to complaints from various business entities (BBB, Att General, office of CEO) Corporate bank disputes/Fraud Resolution -Managed Social Media customer service on multiple platforms using a concierge model -Worked closely with cross functional teams to provide early outage warnings and accurate real time trend analysis -Created and maintained internal reporting, refined business processes and expanded team responsibilities within the Corporate Resolutions umbrella

Supervise the day to day of Office of the President operations dealing in executive escalations, monitoring key performance indicators and making course corrections, as needed, to meet customer demand. Responsible for actively driving personal growth by identifying areas of opportunity and creating appropriate personal development plans. Build and implement globally standardized processes in partnership with counterparts in North America, Europe and Asia. Led the Career Progression Committee for Salt Lake City.

Exceeded all 2011 program business goals including attrition and gross profit. Effectively managed call center to bring client metrics (AHT, credit compliance, transfers, call backs, and comment recognition) in line with 30, 60, and 90 day expectations. Conducted analytical research to identify trends that adversely affected our ability to meet and exceed client goals. Worked closely with Team Leads in order to motivate them in driving agent level performance through weekly planning sessions, triad sessions, and joint monitoring sessions. Conducted bi-weekly 1 on 1’s with team leads in order to discuss performance segmentation, individual agents performance issues, financial impacts of non-billable time, importance of coaching agent behaviors, agent attendance and any outstanding client initiatives. Successfully brought about drastic improvement on training transition team through reworking of daily agent debriefs and implementation of coach/agent mentor-ship to drive immediate agent improvement right out of training. Created and implemented action plans in order to track the progress of those agents who are on performance improvement plans. Successfully implemented agent incentives to reward excellence in areas such as CSAT, attendance, credit compliance, and AHT.

Launched start up program end to end as the Training Manager Direct all training and quality assurance activities, programs and staff to ensure the highest level of quality is achieved for client, center and corporation. Oversee all activities involved in the design, preparation, and delivery and needs assessments for training and education department. Interview and select appropriate candidates for all available positions.

Utilize referrals and company provided sales leads to sell customers a variety of financial services products. Work with customers on the phone and in person throughout the credit application and approval process. Call all delinquent accounts each month. Organize and efficiently make sure no delinquent accounts are missed. Maintain a good system of follow-up should customers not follow through with their promises. Promoted to Senior Credit Manager as a Credit Manager after 3 months of employment.

Organize, coordinate, schedule, and conduct training on Discover Card applications, policies, and procedures. Determine the best delivery method and utilize classroom training. Actively worked in collections from 30 days delinquency until charge off (120 days) Received several promotions over seven years (Account Manager, Coach, Team Leader, and Trainer)