Who is N. G. R.? Overview
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Quick answer
N. G. R. is listed as Sr. Call Center QA Specialist at McKesson, based in Durham, North Carolina, United States. AeroLeads shows a matched LinkedIn profile for N. G. R..
N. G. R. previously worked as Associate Advisor at Aicpa and Inbound Residential Sales Supervisor at Spectrum. N. G. R. studied at Durham Technical Community College.
Company email context
Email format at McKesson
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McKesson
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Profile bio
About N. G. R.
Strategic customer experience/operations manager with 8+ years in customer experience and large scale contact center operations that focuses primarily on devising solutions to complex problems for executive leadership teams to increase overall productivity levels in center operations. My passion for creating transformative customer experiences has enabled me to maximize efficiency results for large contact centers. With a track record of showing initiative and dependability, I have successfully reviewed and identified key insights for executive team members in order to prevent irreversible problems regarding customer effort and satisfaction.Notable Impacts: -Spearheaded field appointment escalation improvement process for Time Warner Cable (NowSpectrum) which was adopted into an enterprise wide process change to address missed and emergency appointments improving satisfaction scores across the company. -Applauded for developing and managing an expedited Inbound Sales training program for internalSpectrum employees affected by business unit relocation that reduced attrition by 15%.-Received recognition for managing the highest revenue generating Inbound Sales Team in January2022Core Competencies: Operations Management, Learning & Develpment Creation and Facillitation, Data-Analysis, and Strategic Project ImplementationCustomer Experience Manager Strategies: Utilizing data analysis to identify and reduce customer efforts while increasing customer satisfaction and retention. Technical Tools : SalesForce, Microsoft Office Suite, Tableau, NICE, CMS, ZenDesk, Avaya, Zuora, Kronosngreade87@gmail.com
Current workplace
N. G. R.'s current company
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7 roles
N. G. R. work experience
A career timeline built from the work history available for this profile.
Associate Advisor
Current- Answer inquiries from staff, members, and non-members on behalf of the American Institute for Certified Public Accountants
- Send exam scores, ethics inquiries, license verifications to State Boards of Accountancy
- Verify eligibility and assist in purchasing memberships, continued education resources, and conferences for AICPA members and students
- Troubleshoot issues accessing aicpa-cima.com, web conferences, and webcasts for attendees
Dec 2023 - Present
Inbound Residential Sales Supervisor
- Managed a team of 20+ inbound residential sales agents, ensuring exceptional customer experiences while achieving enterprise sales goals.
- Coached agents for improvement and exceeded performance metrics through call quality assessments, live listening, and trend analysis.
- Developed an intensive sales training program for displaced employees to retain internal talent from other business units due to relocation.
- Provided escalated technical and call support for 400+ agents via the Raleigh Sales Support chat.
Sep 2021 - Jun 2023
Internet & Voice Repair Supervisor
- Managed a team of 20+ internet and voice repair customer service agents, focusing on service issue resolution and exceptional customer experiences.
- Coached agents to exceed performance metrics through call quality assessments, side jacking, and trend analysis.
- Provided escalated support to 30+ team leads via the Up Escalation and all agents on the floor via the Simple Solutions queue.
- Conducted behavioral interviews for agent talent requisition.
- Developed new remote onboarding, talent requisition, and interview processes due to pandemic conditions.
Dec 2019 - Sep 2021
Regional Support Center Supervisor
- Managed a team responsible for directing service and installation technicians to complete daily work assignments.
- Oversaw quota management in response to ETD tickets versus technician bandwidth.
- Implemented new policies, procedures, and changes, ensuring quality assurance, and coaching for improvement.
- Collaborated with customer service and ROC professionals to identify service outages and improve customer experience.
Jul 2018 - Dec 2019
Regional Support Center Representative
- Provided logistical and technical support for field technicians during service calls, installs, upgrades, and routine maintenance calls.
- Collaborated with cross-functional teams to develop the Escalate to Dispatch emergency technician resolution into an enterprise-wide process.
Mar 2017 - Jul 2018
Customer Service Associate
- Reviewed billing statements, collected payments, and provided technical assistance to customers.
- Promoted and sold new products and services offered by TWC.
Feb 2015 - Mar 2017
Team & coworkers
Colleagues at McKesson
Other employees you can reach at mckesson.com. View company contacts →
LB
Lee Blankenship
Colleague at Mckesson
Toledo, Ohio, United States, United States
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SS
Sriram Sriram
Colleague at Mckesson
Hyderabad, Telangana, India, India
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TS
Temitope Suleiman
Colleague at Mckesson
Houston, Texas, United States, United States
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KA
Khadra A
Colleague at Mckesson
Edmonton, Alberta, Canada, Canada
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SB
Seth B.
Colleague at Mckesson
Dallas, Texas, United States, United States
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RM
Robert Memmolo Mba, Nha, Cdal
Colleague at Mckesson
Barrington, New Hampshire, United States, United States
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CC
Chantelle Cancilla
Colleague at Mckesson
Greater Toronto Area, Canada, Canada
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NA
Nikethan Aleti
Colleague at Mckesson
Irving, Texas, United States, United States
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SI
Shelley Isbell
Colleague at Mckesson
Fort Worth, Texas, United States, United States
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CB
Cory Bronander
Colleague at Mckesson
Euless, Texas, United States, United States
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Lee Blankenship
Colleague at Mckesson
Toledo, Ohio, United States, United States
View →
SS
Sriram Sriram
Colleague at Mckesson
Hyderabad, Telangana, India, India
View →
TS
Temitope Suleiman
Colleague at Mckesson
Houston, Texas, United States, United States
View →
KA
Khadra A
Colleague at Mckesson
Edmonton, Alberta, Canada, Canada
View →
SB
Seth B.
Colleague at Mckesson
Dallas, Texas, United States, United States
View →
RM
Robert Memmolo Mba, Nha, Cdal
Colleague at Mckesson
Barrington, New Hampshire, United States, United States
View →
CC
Chantelle Cancilla
Colleague at Mckesson
Greater Toronto Area, Canada, Canada
View →
NA
Nikethan Aleti
Colleague at Mckesson
Irving, Texas, United States, United States
View →
SI
Shelley Isbell
Colleague at Mckesson
Fort Worth, Texas, United States, United States
View →
CB
Cory Bronander
Colleague at Mckesson
Euless, Texas, United States, United States
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1 education record
N. G. R. education
FAQ
Frequently asked questions about N. G. R.
Quick answers generated from the profile data available on this page.
What company does N. G. R. work for?
N. G. R. works for McKesson.
What is N. G. R.'s role at McKesson?
N. G. R. is listed as Sr. Call Center QA Specialist at McKesson.
Where is N. G. R. based?
N. G. R. is based in Durham, North Carolina, United States while working with McKesson.
What companies has N. G. R. worked for?
N. G. R. has worked for Mckesson, Aicpa, Spectrum, and Time Warner Cable.
Who are N. G. R.'s colleagues at McKesson?
N. G. R.'s colleagues at McKesson include Lee Blankenship, Sriram Sriram, Temitope Suleiman, Khadra A, and Seth B..
How can I contact N. G. R.?
You can use AeroLeads to view verified contact signals for N. G. R. at McKesson, including work email, phone, and LinkedIn data when available.
What schools did N. G. R. attend?
N. G. R. studied at Durham Technical Community College.
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