Leo Mcnair Email & Phone Number

Carlsbad, California

• Manage high-value client accounts, driving retention and satisfaction through personalized service strategies.
• Directed the operations of multiple departments, including Customer Success, Services, and Support, ensuring seamless collaboration and consistent delivery of high-quality client experiences across all functions.
• Spearheaded process improvements that reduced response times and boosted client satisfaction scores by 40%.
• Collaborate with cross-functional teams to tailor service offerings and upsell increasing revenue by 15% YOY.
• Monitor KPIs and feedback to identify opportunities for enhancing service delivery and client success goals.
• Promoted from Install Coordinator up to Senior Client Services Manager, demonstrating consistent performance, leadership, and dedication to client success.

Carlsbad, California

• Acted as a key point of contact for clients, delivering front-line technical support and ensuring prompt resolution of software-related issues to maintain high customer satisfaction.
• Collaborated closely with clients to understand their operational needs, offering tailored solutions and laying the foundation for long-term partnerships.
• Consistently exceeded performance metrics, earning recognition for proactive problem-solving and exceptional client service, which led to opportunities for increased responsibilities.
• Demonstrated leadership potential by mentoring new team members, contributing to a more cohesive and skilled support team.

Carlsbad, California

• Continually cut IT spend, with $100K+ annual savings from auditing inventory and accounts and $96K+ reduction in wireless device costs after changing our TEM vendor and tracking data use, carriers, and fees.
• Managed high cost telecom/network projects related to center openings, closings and moves.
• Trained staff across US and Canada on voicemail, telephone equipment, and software.
• Managed over 100 Network accounts and inventory, which includes the Curves | Jenny Craig Corporation and over 400 Jenny Craig centers within US and Canada.

Carlsbad, CA

• Trained staff across US and Canada on our CRM programs: Sonic, Curves Smart, Curves OS and E-Tools utilizing multiple communication methods.
• Provided phone, e-mail, and web portal troubleshooting and support for all enterprise applications.
• Processed inbound, outbound, and ticket support requests at a 30% faster rate than team average.
• Perform data analysis, testing, debugging, audits, and problem resolution.
• Exceeded expectations in monthly metrics, including call duration, number of calls per shift, and customer satisfaction surveys.

Carlsbad, CA

• Insured implementation of call center policies, operations and performance standards were understood and followed by agents.
• Served as a Jenny Craig liaison for escalated issues with an above average turn around rate.
• Performed statistical analysis for each individual agent providing coaching.
• Developed process efficiency that improved quality, moving my team’s performance from 90% to 95%.

Carlsbad, CA

• Made outbound sale calls (up to 140 outbound calls per day) while answering up to 60 inbound calls.
• Encouraged product upgrades for customer orders when appropriate.
• Provided extensive customer service and call center sales.
• Awarded Employee of the Month in September 2012 for meeting and exceeding company goals.

Vista, CA

• Expanded customer base by offering a wide range of attractive product displays and creating a welcoming atmosphere that increased the comfort level of patrons.
• Managed all daily store operations including a staff of 5 employees. Responsible for interviewing, training and scheduling of staff members.
• Responsible for pricing/quoting customers, controlling company costs, answering inquiries, processing orders and expediting deliveries.

Pharmacy Technician License, Pharmacy Technician/Assistant, A

High School, General Studies