Malcolm Mcclain Email & Phone Number

United States

Promoting and developing Agent soft skills through coaching individuals and handling escalated situations• Compiled customer feedback and recommended service delivery improvements to management.• Manages a team of front-line employees with a primary focus on providing effective coaching and team building, timely and accurate monitoring, and reporting of performance measures.• Ongoing feedback and discussion with employees regarding what is important, how are you doing, priorities to improve. These discussions include regularly scheduled 1:1s, documentation of 1:1 session, performance plans, and informal meetings• Models the highest standards of customer service to employees• Establish action plans for improvement. Evaluates team and department level dataand trends to drive improvements. Provides suggestions that impact businessprocesses and balances the needs of all stakeholders• Owns the plans for their team’s success and contributions to the business unitpriorities• Influence all aspects of performance management including staffing decisions(including hiring and terminations as appropriate), goal setting, development planning,performance evaluations, performance improvement, motivation, and recognition.• Works closely with the Operations Manager to ensure all KPI’s and clientexpectations are met.• Assist in managing the relationship with the client and or vendor manager from a day-to-day operational perspective. Daily, Weekly, Monthly cadence will be required to understand the clients’ internal processes, procedures, and goals.​

United States

Providing support to client in their home• Assisting with ADLS, Companionship, Transportations• Light housekeeping, Maintaining a safe environment• Observing, monitoring, and reporting on client’s condition• Preforming other duties as needed.

Columbia, Sc

Monitor the sales of each location, ​make sure we are hitting monthly and weekly goals.• Conceptualized and implemented strategies to realign operational strategies andenhance personnel management approaches.• Monitored trends in customer buying habits, market conditions and competitor actions toadjust strategies and achieve sales goals.• Boosted bottom-line profits by devising and optimizing effective sales and merchandisingprograms.• Created various selling and merchandising programs impacting bottom line performance.• Optimized in-store merchandising, brand presentation and inventory availability and focus.

Bluffton, Sc

Receptionist/● Inbound & Outbound Phone Calls● Associate, Stocker, Shipping & Handling● Order Fulfillment & Personal Assistant● Taking orders and payments

Hardeevile, Sc

Managed the day-to-day operations of the photo lab and wireless departments.• Organizing and streamlining products into features and adjusting their prices when needed.• Maintaining the photo lab printers and equipment.• Advising customers in sales of different products and their accessories.• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.• Set, enforced, and optimized internal policies to maintain efficiency and responsiveness to demands.• Applied performance data to evaluate and improve operations, target to current business conditions and forecast needs.• Managed inventory and receiving operations to maintain optimal stock levels and meet expected demands.• Evaluated suppliers to assess quality, timeliness, and compliance of deliveries, maintain tight cost controls and maximize business operational efficiency. Managed office inventory by restocking supplies and placing purchase orders to maintain adequate stock levels.

Certificate, Ekg Tech

Associate'S Degree, Health Services/Allied Health/Health Sciences, General