Lori Mccloud Email & Phone Number

Boca Raton, Fl

Boca Raton, Fl

Fort Lauderdale, Fl

Director, Call Center Operations Great HealthWorks Sept. 2013 – presentDirect, motivate, and enhance call center operations for a one hundred sixty (160) person group in the Direct Response Industry, consisting of Retention, Customer Service, Collections, and ancillary Customer Care support groups. Provide leadership and strategic day-to-day operational guidance to a team of 16 Managers and Supervisors; prompting $10 million growth in revenues while handling in excess of 6,000 calls daily; ensuring all SLAs are met/exceeded, • Increased retention of existing customer base from 52% to 67% in less than nine months.• Collected/recovered over a quarter of a million dollars monthly through outbound dialing initiatives.• Decreased abandoned rates from 30% to under 5% in first three months. • Report to COO; provide comprehensive reporting and executive summaries to enable senior leadership to focus on core marketing functionality; knowing call center efficiency is at its optimum best. • Stakeholder in company-wide Project Planning initiatives, communicating and representing all call center operational needs to create solutions to support company growth plans; ensuring telecom, internet, CRMs, data applications, and all facets of customer-facing interactions are transparent to customers and employees. • Create, update, document, implement and train all employees on departmental and company-wide Policies and Procedures in a highly dynamic, high volume contact center via various Learning Management Systems and Virtual training platforms; ensuring consistency and cohesiveness across the organization.

Deerfield Beach, Fl

Provide a variety of management and business consulting services to clients in the call center, customer service, technology, medical and travel industries. Consistently achieved 100% client satisfaction and met all timelines and deliverables with 85% of recommendations implemented, saving each client between $250,000 - $2,550,000 per project.

Responsible for new client sales, program implementations, and ongoing program management. Conceptualized & implemented new division, the Cruise & Travel sector, for ACS, a Fortune 500 Customer Care & BPO Outsourcer. Within first six months of employment, I sold a $10 million, multiple year cruise program and designed a customized business model resulting in high-end consultative selling of cruise and vacation packages. I had full operational accountability, including site selection, facility build out, technological solutions, recruitment, hiring, curriculum development, training and management of 25 Personal Cruise Consultants, and ongoing performance accountability and client relationship management. Sales increased over current operations by 35% and customer satisfaction increased by 45%. Increased overall service levels by 70% while reducing costs by 23%. The team I built surpassed Client expectations, leading to a 580% expansion within nine months.

Utilized my comprehensive experience in sales, call centers, and shore-side operations to restructure, grow and manage daily operations and strategic planning of 100 sales and service-oriented employees in the Passenger Services division. Fully accountable for Call Center Sales & Customer Service, Group Sales & Service, Air/Sea & Hotel Operations and Planning, Crew & Corporate Travel, Recruiting, Training, Documentation, Communications and E-Commerce. Promoted to take on all responsibilities for embarkation and disembarkation programs at Port Everglades during the Caribbean season. Worked with Customs, Director of Facilities, TSA and other governmental entities to streamline boarding efforts. Reduced check-in time from 45 minutes to 15 minutes due to evolution to E-Ticketing, pre-cruise documentation efforts via online methods. Resulted in customer satisfaction increase of 35% over prior years. Reduced G&A expense by $75K-$100K each month. Increased air block utilization from 65% to 90%. Reduced contracted air costs by 25% via sharp negotiation skills, increased block utilization, and innovative planning & report analysis. Challenged with developing E-Commerce Division for internet transactions; exceeding goal of 25% of annual bookings made via Internet by Travel Agents & Consumers while increasing efficiencies. Revamped & realigned organization further increasing Guest Satisfaction through personalized service while reducing G&A by 15% and improving efficiencies by 20% through optimization of Web-enabled technology, strategic marketing, streamlined operations and increased Agency productivity.

Recruited, hired, trained, and supervised inside sales staff and management in product lines, lead development, sales presentations and top-level client retention. Contracted new business and renegotiated all expiring contracts. Simultaneously and singularly responsible for National and Corporate Accounts, Group and International Sales. Set production goals, Established sales goals, compensation/incentive programs, co-op marketing spend, and provided ongoing coaching and support to outside Sales Team, including Trade Show representation. Spearheaded the sales team to 123% of new business goal and 120% of overall sales plan.

Created, collaborated on and customized contact center outsource solutions to Fortune 500 companies. Increased client base from $3 million to $13 million in eighteen months.

Fort Lauderdale, Fl

Decision-maker for Reservations and support departments including Inbound, Outbound, Group and International Sales & Reservations, Planning, Training, Recruiting, Customer Service, Documentation and Quality Assurance; oversight of 100+ employees within organization. Managed G&A expense of $12 million. Exceeded sales targets of $400 million. Negotiated contracts with air carriers & partners, resulting in a 20% decrease in rates year-over-year. Manage air expense of $130 million and revenues of $60 million. Conceptualized Air Product Development, accountable for start-up operations including aircraft selection, fuel purchasing/leveraging, in-flight service standards, check-in procedures, documentation. Increased air seat block utilization from 65% to 92%, resulting in lower rates and better, more direct air routings. Accountable for ongoing cost reductions, resulting in annual decreases of 20% through streamlined efficiencies while program growth exceeded 50%+.Planned and conducted written and oral presentations to Board of Directors, Sr. Management, and staff on New Sales and Service Techniques, Team Motivation, Unparalleled Sales Performance, and Organization/Time Management.

Developed & managed 24-employee Sales Group, including Inside, Outside, Group, National Accounts and International Sales. Set sales targets, tracked productivity, motivated, developed & maintained territory/compensation plans. Utilized my experience in sales support and trouble shooting, including pricing, contract negotiations, budgeting and forecasting. Appointed to Travel Agent Advisory Board to represent cruise line while hosting and educating preferred travel suppliers to our new enhancements. Obtained crucial agent feedback and implemented their ideas and programs when feasible. Provided 360-degree feedback to Agent partners.

Boca Raton, Fl

Spearheaded & directed all Event Planning Activities for a $10 million Hospitality/Investment/Incentive Travel conference company. Mastered all aspects of site selection, negotiated all contracts including meeting venue , room rates & block, air seats; ensuring sharp pricing resulting in profitability. Secured high-profile speakers, negotiated with Exhibitors, sole planning and operational liaise pre, during and post conference. Managed room and air blocks for optimum utilization, coordinated food/beverage/catering requirements, created multi-day agendas, and acted as Emcee of Ceremonies; hosting between 200-2,000 attendees. Created sales & marketing strategy to promote functions, followed up with all participants and attendees during the registration period. Reconciled and paid all invoices and forecasted/reconciled revenues; averaging a 33% profit margin. Provided stellar customer service before, during and after events; ensuring problem-free, tightly run, and professional/successful conference sessions. Customer retention average 98%.

Bachelor Of Business Administration (Bba), Business Administration

Associates Degree, Hospitality Administration/Management

Education record