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