Shane Mcdonald work email
- Valid
- Valid
Shane Mcdonald personal email
- Valid
- Valid
Results-oriented operations leader with over 25 years of diverse experience across Retail Energy, Financial Services, Management Consulting, Telecom, and Software Development. I have a proven track record of enhancing customer experience and driving profitability through technology-centric operational strategies. My expertise lies in leading initiatives that promote growth, operational scalability, and high-performance team dynamics.Core Competencies:Business Transformation:Increased working capital by $20M, reducing bad debt from $108M to $26M within two years. Achieved a 10-day reduction in Days Sales Outstanding (DSO) through effective risk scoring and behavior segmentation models, optimizing account management.Vendor Management:Oversaw multiple global outsourcing partnerships, ensuring contractual SLAs were consistently met. Developed strong relationships that aligned with corporate goals while maintaining over 500 key business processes using Six Sigma methodologies for operational agility.Contact Center Management:Built a National Command Center for global call center operations, ensuring real-time responsiveness in 24/7 environments. Leveraged analytics to monitor performance metrics and implemented AI Bot technology to streamline customer inquiries.Customer Digital Experience Management:Deployed strategies to reduce churn and enhance customer lifetime value, including mobile applications and two-way communication tools. Focused on creating a seamless customer journey through innovative digital marketing initiatives.Data Reporting and Analytics:Developed real-time dashboard interfaces using Tableau, Power BI, and SQL to deliver insights into key business processes. Improved data quality from approximately 45% to 90% confidence through enterprise data hygiene tools and machine learning algorithms.Talent Optimization:Enhanced recruitment processes using psychometric assessments, improving employee engagement and reducing attrition by 40%. Aligned candidates’ drives and needs with organizational goals through targeted leadership training and coaching.Industry Expertise:I possess a deep understanding of deregulated energy markets and Retail Electric Provider (REP) processes across various Independent System Operators (ISOs), including ERCOT, NYISO, PJM, MISO, and CAISO.I am passionate about driving operational excellence and fostering a culture of innovation within organizations. Let's connect to discuss how I can contribute to your business goals!
-
Vp Of Cx UtilitiesTeleperformanceBradenton, Fl, Us -
Svp Energy & UtilitiesWns Feb 2024 - PresentNew York, UsResponsible for collaborating with Energy and Utility clients in North America to drive transformative value and establish operations ready for the future. -
Vp Of Cx UtilitiesTeleperformance Feb 2023 - Feb 2024Paris, Île-De-France, FrSpecialize in collaborating with global organizations to develop and execute customer experience strategies that drive superior business outcomes. Bridging traditional practices with cutting-edge technologies like AI, ML, robotics, and the Metaverse.
-
Chief Operating OfficerLiberty Power Sep 2019 - Oct 2022Fort Lauderdale, Fl, UsFounded in 2001, Provide full range of energy supply products and services to residential, small business, and large commercial and industrial (C&I) customers. Largest owner-operated C&I retail electricity provider (“REP”). Serve 150,000 customer accounts, representing 430,000 residential customer equivalents (RCEs), Served over 100 of the Fortune 500 over the last 5 years. National footprint currently serving 12 states and Washington D.CResponsible for IT Infrastructure and Cyber Security, Business Development, Portfolio Analysis, Enterprise Reporting, and Mass Market Operations Prospect to Cash management. (Enrollments, Customer Care, EDI, Credit, Billing, Complaints, AR collections, Broker Commissions Bad Debt Management, Outsource vendor Agreements and oversight) -
Vp Of Portfolio Analytics & StrategyAkyta Jan 2018 - May 2019Houston, Tx, UsOversight of Data analytics and workforce management teams that provided guidance thru data mining and analysis to prove out operations hypothesis and form business strategy. Worked with near shore workforce teams to ensure that we have the right staff in the right centers thru measures like psychometric behavioral & Cognitive assessments, job modeling/profiling, Occupancy, Attrition, Shrinkage and abandonment. -
Sr. Director Of OperationsEntrust Energy Oct 2015 - Dec 2017Houston, Tx, Us• “Fastest Growing Retail Energy Company in Houston" - "Fast 100" HBJ – 2016• “10th Fastest Growing Private Company in Houston" - Inc. Magazine – 2016• "47th Fastest Growing Private Company in U.S." - Inc. Magazine – 2015 -
Vp Of OperationsNeuanalytics Mar 2014 - Sep 2015Overland Park, Kansas, UsNeuAnalytics provides an advanced and unique Software-as-a-Service solution for large corporations and financial institutions focusing in the areas of Revenue Assurance , Compliance and Productivity support. Lead Client services and BA team and implemented PMO organization that managed resource capacity plan to ensure that we were developing application on time and on budget.Implemented TFS as well as reporting and analytics to report out sprint/ecpic progress in an agile working environment. -
Sr. Senior Manager Of Credit StrategyTxu Energy Jan 2013 - Mar 2014Irving, Tx, UsOver 2 million customers in Texas power their home and business with TXU Energy, making us the #1 choice for electricity in TexasResponsibilities included designing and implementation of the credit queue and tiered customer service queues and streamlining workforce management processes.Responsible for approximately 120 offshore FTE’s primarily in Latin America and included channels like click to chat, Prepaid, and Web my account supportProvided front line agents necessary authority to make credit decisions and drive the following outcomes – Better service experience by fewer transfers while lowering cost to service and empowering our agentso Provide agent a consolidated view of the customer’s credit profile o Empowering agents to make decisions based on guidelines not ruleso Improve overall customer satisfaction and experience by minimizing the number of times calls are transferred across agents / sites (“Ease of Doing Business”)o Minimize unnecessary customer escalations / bureaucracy and lower operating costo Implementation of Switch Hold when extending Installment plans o Worked closely with legal and Regulatory teams on resolving and responding to PUC complaintsImprovements realized in the first year were payment rate lift of 8% which represented a $4M cash flow increaseWorked to enhance the workforce management methodology and software by the use of part time swing shift and flex resources. -
Sr. Senior Manager Of Collection StrategyTxu Energy Feb 2010 - Dec 2012Irving, Tx, UsEarly Our Program enabled courtesy and collection calls prior to sending a customer to a collection agency. Recovery rate for the program was 50 to 55% with the first 60 days Responsibilities included managing an in house commercial collections team Vendor contact management for over 10 collection suppliers Coach and build bench strengthDesign and deploy strategy for collections for residential and Commercial book of business Implemented a litigation strategy for large balance and Critical Care designated accounts Review technology solutions in the marketplace to determine 2-5 year roadmap
-
Sr. Consultant Revenue To Cash & Working CapitalHackket Group May 2009 - Aug 2010Miami, Florida, UsThe Hackett Group ,a global strategic business advisory, operations consulting and finance strategy firm, is a leader in business best practices, business benchmarking, and transformation consulting services including strategy and operations, working capital management, and globalization adviceDeveloped strategies to free up working capital and reduce bad debt for several fortune 500 companies. The analysis typically comprised of looking at Credit policy, Customer service process and Collections methodologies which resulted in recommendations using industry best practices. During my tenure I had the privilege to work alongside the following companies: APS Arizona Public Service, AT&T, Kraft, NiSource, and Nextel Latin America -
Director Of Operations Vendor ManagementDirect Energy 2006 - May 2009Houston, Texas, UsDirected and guided team of 200+ employees across both Canada and US in the following areas: Issue Management • Process Development, Adherence, Break-Fix and Continuous Improvement • KPI/SLA Management/Benchmarking • Contract Governance and Negotiations•Managed over 50 outsource suppliers ensuring contractual SLAs were met. Built strong relationships and ensured understanding of and adherence to corporate goals, culture and business processes.•Championed numerous change management projects/programs ensuring seamless and on-time delivery of initiatives within budget. Resulted in approximately 40% productivity gains year-over-year.•Developed, catalogued and maintained over 500 key business processes via Six Sigma methodology. •Implemented customer enrollment process that reduced Average Hold Time by 14% while increasing customer satisfaction 12% over previous quarter.•Introduced an improved complaints management and tracking process/system resulting in 60% reduction in complaint volumes and 50% improvement in timeliness of complaint responses to the PUCT.•Designed and implemented Interactive Voice Response system to provide “self serve” functionality.•Executed 2 onshore, 3 offshore Business Process Outsourcing Programs (BPO) to India and the Philippines.•Introduced EBPP Customer portal so customers could self serve resulted in an operations savings of 25% and also won the environmental go green award. -
Senior Manager Credit And Collections Risk ManagementDirect Energy 2003 - 2006Houston, Texas, UsManaged AR portfolio of $2B. Responsible for Risk Management strategy that included Credit Screening/ Scoring, Risk Segmentation and Post Charge-Off Recovery including Debt Sale.•Reduced bad debt by $24M year over year and won Presidents Award in 2006.•Implemented national web enrollment tool with embedded credit scoring and decision tree for sales channel.•Architected new credit system providing visibility across four legacy systems prior to pulling credit report.•Negotiated cost reductions for credit scoring resulting in annual savings of $300K.•Authored and maintained credit and collections policy for North America.•Implemented collections Inventory management system that accelerated agency deployments from 2 months to 2 weeks. Increased performance by 30% via real time competitive reporting and profit sharing
-
Director Of Billing OperationsBell Expressvu Oct 1999 - Sep 2003Montreal, Quebec, CaResponsible for customer lifecycle management from customer acquisition to collections. Managed billing, market exception handling, and complaint resolution processes. Directed and guided team of 56 employees. Identified and implemented opportunities for continuous improvement for all aspects of quality service delivery•Billed $6B in revenues annually over 28 billing cycles per month for 2.7M customers.•Outsourced and managed refund, direct debt and recurring credit card functions.•Developed and implemented quality assessment program resulting in 20% increase in customer satisfaction within 6 months. •Reduced departmental expenses to $4.9M under budget and reduced headcount by 8 FTEs while increasing productivity and reducing turnaround times by means of automation.•Introduced consolidated bundle billing model that provided operation savings of 20% via shared services •Implemented retention plan that increased employee morale and Employee Value Index by 8% in one year -
Senior Credit Collections ManagerExpress Vu 1998 - 2001Managed $1.4B AR portfolio. Created and managed risk strategy including: Credit Screening/Scoring, Risk Segmentation, Post Charge-Off Recovery, and Debt Sale. Closely liaised with Call Centre management teams on continuous improvement initiatives
-
Credit AnalystBell Mobility 1997 - 1998Montreal, Quebec, CaPrepared Quarterly cash flow reports for appropriate corporate funding.Reconciled month-end cash application reports as well as prepared the activity summary receivables report.Bad debt forecasting and variance reporting. Extracted data though SQL & EssBase to enable Marketing and senior management to make sound business decisions.
-
Risk Management ConsulantEquifax Canada 1994 - 1997Toronto, Ontario, CaReviewed and analyzed client profile data to explore new possibilities in market/product penetration. Liaised with clients to review their business profile to determine their eligibility for these savings. Performed quick/accurate analyses to ascertain reasonable profit margins. Reviewed and responded to RFP requests. Prepared outsource proposals and quotations including ROI analysis. Monitored account inventories -
Credit Analyst /Merchant ServicesAmerican Express 1992 - 1994New York, Ny, UsInvestigated and worked credit exceptions for commercial and residential customers. Reviewed residential and small commercial credit card applications for approval. Invoked appropriate fraud and identity theft procedures for suspicious applications identified by credit bureaus. Provided on-line support to various merchant locations. Commended for superior work performance and was presented ‘Junior Outstanding Achievement’ award..Supervised a team of 10 call center agents.
Shane Mcdonald Skills
Shane Mcdonald Education Details
-
York UniversityPhilosophy And Humanities -
York UniversityEconomics
Frequently Asked Questions about Shane Mcdonald
What company does Shane Mcdonald work for?
Shane Mcdonald works for Teleperformance
What is Shane Mcdonald's role at the current company?
Shane Mcdonald's current role is VP of CX Utilities.
What is Shane Mcdonald's email address?
Shane Mcdonald's email address is sh****@****ail.com
What schools did Shane Mcdonald attend?
Shane Mcdonald attended York University, York University.
What skills is Shane Mcdonald known for?
Shane Mcdonald has skills like Vendor Management, Strategy, Outsourcing, Program Management, Risk Management, Change Management, Management, Forecasting, Business Process, Leadership, Business Intelligence, Management Consulting.
Free Chrome Extension
Find emails, phones & company data instantly
Download 750 million emails and 100 million phone numbers
Access emails and phone numbers of over 750 million business users. Instantly download verified profiles using 20+ filters, including location, job title, company, function, and industry.
Start your free trial