Blake Mcadow Email & Phone Number

Columbus, Ohio Metropolitan Area

Columbus, Ohio Metropolitan Area

Columbus, Ohio Area

Managed 45+ direct reports responsible for 50,000+ yearly transactions of school administrators experiencing technical difficulties while delivering computer based assessmentsSpearheaded the redesign of the department’s interviewing process to be used for 200+ applicants per cycleLed user research study to examine efficiency in case creation and workflow office wide. Distributed guidelines based on findingsSponsored Employee Engagement Committee and acted as mentor for programming throughout the office

Columbus, Ohio Area

Regularly created case reports of all departmental activity to identify potential issues and ensure strong client relationsResponsible for team quality assurance to ensure call standards met client requests Team LeadershipWorked directly with agents to improve performance, and had monthly one-on-one meetings to develop soft skillsActed as liaison between Project Management and help desk staff to communicate issues arising from field reportsAdministered group and one-on-one trainings of our proprietary software systems and CRM tools.

Columbus, Ohio Area

Queue Management and Customer SupportManaged 3 teams and became project expert on all systems associated with the clients we servedDesigned a new system and trained a group of product experts who assisted clients with escalated issuesWorked directly with agents to improve performance by leading regular trainings, developing informational materials, and proving monthly one-on-ones to develop soft skillsTeam LeadershipWorked directly with agents to improve performance, and had monthly one-on-one meetings to develop soft skills

Columbus, Ohio Area

Worked in multiple phone and email queues for American Institutes for Research to field user questions regarding high stakes standardized assessments delivered across the country. Maintained user privacy and security at all times to ensure FERPA compliance in all calls and correspondence.

Columbus, Ohio Area

Responsible for over $6,000 in donations and awarded grants to my host organizationDeveloped training materials for new volunteers and staff and created promotional materials for special events