Millicent Mcintyre, Msob Email & Phone Number

Chicago, IL, US

Oak Brook, Illinois, United States

Greater Chicago Area

Greater Chicago Area

Illinois

.

Bolingbrook, IL

• Part of the Senior Leadership team and Lead several departments within the Customer Service Organization including Inside Sales, Customer Service, Operations, Quality Assurance, Training & Development, Financial.
• Built infrastructure for Customer Service Organization
• Improved employee turnover and increased knowledge across customer and sales departments
• Vendor manager for Telemarketing and Door to Door teams
• Created quality program that improved customer satisfaction
• Created and improved several processes across department to improve efficiencies and remove non-value added work

Oak Brook, IL

• Responsible for leading two Customer CARE departments, including both inbound and offline teams in Oak Brook Illinois and Spokane Washington
• Developed and implemented a quality program across Customer CARE
• Leader of Employee Engagement program which included creating and driving initiatives across organization/department to improve both morale and culture
• Strong partnerships across business units that include peer team, training, HR, Sales, IT, Operations and the Executive team
• Created and implemented metrics for the Customer CARE department to ensure ability to measure team performance and the customer experience
• Created new infrastructure for the Customer CARE department to meet the needs of customer expectations and centralize workload

Bolingbrook, Illinois

* Hire, train, certify, develop and maintain a staff of 10 leaders and 150+ customer service representatives. * Ensure the effective operation of the center by reading and interpreting reports, developing leaders to coach associates to improve metrics and providing regular operational updates.* Develop effective leaders who manage time effectively.

Bolingbrook, IL

• Led and developed a team of 8-10 front-line leaders and 90-120 associates, to deliver world-class service.
• Developed 30+ direct reports and 100+ indirect reports to increasing levels of responsibility.
• Recognized for achieving highest Customer Engagement scores at the manager level for three consecutive quarters. The Customer Engagement program, facilitated by the Gallup Organization, measured customer loyalty at the.
• Oversaw the full scope of talent management and the performance management process including: training, performance and behavior assessment, feedback, coaching, career planning and development, and corrective action.
• Designed and delivered 10 leadership workshops to enhance skill in the areas of team building, communication, organization, planning, decision making, and cross-functional relationships.
• Social Media and Click-to-Chat Queue Manager: Responsible for the launch and stabilization of the social media and click-to-chat functions in customer service. Train and develop leaders and associates to respond to.

• Support, develop, and motivate a team of 12 customer relations specialists to establish a connection with customers in order to resolve current and anticipated billing, service, and handset issues. Coached and.
• Operational Excellence Trainer: Selected due to expertise in operations and systems to serve as the lead trainer for new leaders, administrative assistants, and current leaders on internal scheduling system (eWFM).
• Adopt-a-Store Program Track Lead: Created and implemented a communication system and peer mentoring/shadowing program to repair and enhance the relationship between front-line customer service and sales associate. The.
• Development Team Leader: Selected by the center director to serve as 1 of 3 leaders for 27 associates who demonstrated significant performance gaps in the areas of quality, culture, and operations. Built relationships.

Northlake, IL

* Led and supervised 35-40 customer service representatives; conducted regular one-on-one sessions regarding performance trends and areas of opportunity.* Aligned customer service goals with those of the organization; created and implemented aggressive, attainable goals resulting in an 18% increase in operational efficiencies and a 2.5% boost in quality.

Bachelor'S Degree, Organizational Behavior Studies, 3.6

Activities and Societies: Dean's List Recognition for achieving several semesters of 3.5 grade point average or above.

M.S In Management And Organizational Behavior, M.S Organizational Management