John Mccain Email & Phone Number

Hilliard, Oh, Us

Dublin, Ohio, Us

Specialties: Strategic Planning and Execution, P&L Management, Corporate Strategy, Channel Proficiency, Change Management, Delivering and Outrageous Customer Experience, Up-sell, X-sell and Add-on StrategiesSelected, Developed and Motivated staff to ensure attainment of customer service goals and customer satisfaction (ASA 1 second, Abandon .50%, Accuracy 99.85%, Empathy 99%, Quality 99.5%, FCR 99.6%, and TNPS 82%)Full Channel Management and Proficiency: Voice, Email and ChatDeveloped and implemented White Glove Program for top customer accounts and regions leading to YOY increase in Sales, Revenue and NPS.Designed, Developed and Implemented Customer Delight through NPS, TNPS CSAT and FCR. YOY improvements in Voice of the Customer. TNPS exceeding World Class metrics.Achieved double digit improvement in Employee Engagement. YOY improvement in Voice of the Employee.Developed and Implemented BPO Strategies across Multiple Lines of Business. Proficiency in Acquisition Development and Integration with five Successful Integrations leading to Growth and High Customer Retention Rate. Awards year one = Sarnova Star, Sales Unsung Hero, HIPO Implemented new technologies - Phone System (Nice inContact CXone) , Customer Survey Tool Satmetrix, delivering record results.Served on initial Diversity Council to create overall Corporate Diversity Strategies. Created, Implemented and Lead Highly Successful PRIDE ERG Group

Long Beach, California, Us

Strategic planning for call center operations and inter-departmental processesDevelop and drive a culture that is passionate about quality and delivering exemplary customer experienceLeadership oversight of multi-site call center operations and support functionsEstablish, review and modify standard performance metrics and benchmarksDevelop infrastructure related to staffing and process gaps to drive optimal call center operations Travel to local sites to support oversight, conduct assessments, and states audits/readiness reviews as neededLead cultural transformation to achieve optimal call center performance enterprise wideOperational excellence through process improvements/promote change management processes Ensure and monitor compliance with implementation of standardized processes and best practicesServe as a Subject Matter Expert (SME) in support of any Customer Experience Strategy projectsContributes as a key member of the Senior Leadership team and other committees addressing strategic goals for the department and organizationCollaborate, review and propose recommendations to enhance training curriculumDrive a culture that is passionate about coaching. Pursue continuous enhancements of the coaching experience . Direct and oversee all customer service initiatives and projects through completionKey Contributions:Took a low performing site to a power house in one year. All site meeting in all KPI's and exceeding overall monthly requirements. Developed leadership talent to exceed overall business expectations each month.Co-developed and helped implement an incentive and recognition program that will save over 1 million dollars its first year for inbound service.Coordinating Management 101 to enhance the skills of the Contact Center management team: Time Management, Coaching and Feedback, Situational Leadership.

Mountain View, California, Us

 Responsible for Operational leadership over two IB/OB Care sites in Tucson, AZ and Woodland Hills, CA (400 employees) including metrics attainment goals (care/sales), collaboration with WFM, product, and IT, budget, executive escalations, risk analysis, process improvement through Lean methods, and business continuity. Executive lead for Salesforce Implementation project for Customer Care in 2013 and 2014. End to End project management.Key Contributions: Doubled the Transactional Net Promoter Score (TNPS), a customer loyalty metric, in one year from 42 to world class 80 leading an increase in referred business by 136%. Improved up-sell of software upgrades by 113% and cross-sell of Intuit products by 126% representing $27 million in added revenue Year 1. Salesforce implementation phase 1 completed 4 months ahead of schedule saving $800,000 dollars through reduction in man hour savings as well as in low hanging fruit/process improvement.  CEO Award for Innovation utilizing process improvement methodology by developing small test teams within sites to work on top 5 issues. Test teams worked through an hypothesis, developed tactical goals, pivoted on what did not work and implemented to team at large with a 100% proven model. First project teams partnered with Turbotax on a known software issue. Along with ITS, problem resolved in 4 months leading to 45% increase in TNPS scores within first 60 days and 105% improvement in software upgrades.

Memphis, Tn, Us

 Directly handled two 200-seat sales centers including recruitment, support, and channel management activities. Drove overall care transformation vision and strategy while solidifying a $40M stream in domestic revenue and a $100M pipeline of global revenue. Developed and implemented Data Governance and Integrity methodology, creating an advisory council to oversee the clean up of data prior to CRM implementation. Collaborated with other members of the Executive Team to advance key goals for St. Jude’s as a premier nonprofit.Key Contributions: Presented with the Excellence in Service Award by CEO for Donor Centric Strategy and implementation, donor loyalty improvement, and CRM selection. Recognized for spearheading an aggressive 5-year plan to improve funding. Exhibited quantifiable achievements in two years that included: increased revenue, lower employee turnover, a 35% improvement in first year donor retention, and 1.2M names added to the donor acquisition file.  Bolstered employee morale, maintaining the highest employee opinion survey scores for two consecutive years. Appointed to oversee Payment Processing Division due to record of recovering underperforming departments; demonstrably increased productivity by 25% in the first quarter of the process improvement plan. Turned-around two failing volunteer sales centers transforming $21M in revenue into $41M in two years.  Increased revenue from $20M to $50M dollars through transitioning and outsourcing partners. Increased partners from 3 to 9 and established Hispanic partners in Mexico to grow Hispanic donors.

Blue Bell, Pennsylvania, Us

 Diagnosed, planned, and re-engineered processes and systems convergence for McKesson including an HBO & Company (HBOC) computer system. Developed, presented, and sold a $2.4M call center for a large domestic banking firm. Project included knowledge management, Sales Force Automation, and additional services solutions.  Acted as Project Lead for multiple CRM and Call Center Assessment business analysis projects. Contributed vertical subject matter expertise in financial, telecom, healthcare, insurance, transportation, and the federal government. High-profile clients included: McKesson, Genzyme, The Bank of New York, AT&T, Cox Communications, U.S. Department of Labor, American Airlines, Star HRG, Wells Fargo, Ocwen of Indiana, Blue Cross/Blue Shield, Farmers, and Cigna.Key Contributions: Led process re-engineering team for a large federal government agency and implemented ProVisions Proforma. The Business Process Reengineering (BPR) initiative included Salesforce automation, self-service solutions, and a design revamp. This combination provided the agency with $1.9M in cost-savings. Consulted for a Salesforce Automation project for a large nonprofit organization. Championed two successful phases, driving revenue increases of $7.25M.

Basking Ridge, Nj, Us

Sr. Management (4/1986 – 8/2000)Outsourcing Project Director (2years) Client Services Managed large OB outsourcing call center. Negotiated and managed to SLA’s. Top Team and Center Awards.Sr. Telesales Manager (3 years) IB/OB Call Center. Circle of Excellence Award. 800 seats.Sr. Reporting Manager, Ovation Leadership Award.Sr. Support Manager, Reporting, quality assurance andtraining. Circle of Excellence award.Training Manager.Outbound Sales Manager, Multiple Winner Center Ring.Inbound Sales Supervisor, Top National Supervisor 2 years in a row. Circle of Excellence AwardQuality Assurance ManagerNational Account Sales Consultant, Presidents Club Winner.Client: Ryder TruckSupervisor Budget Services, SE Excellence in Service AwardMarketing Representative

Certification, Six Sigma Green Belt

Doctorate, Chiropractic

Bachelor Of Science (B.S.), Biology/Biological Sciences, General

Associates, Biology/Biological Sciences, General