Shawn Maclean Email and Phone Number
Shawn Maclean work email
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People Leadership | Team Leadership | Team Development | Change Management | Multi-Site LeadershipAn experienced Senior Operations and Account Management Executive and CX Leader with 20+ years of Operations, Financial and Account Management experience directing Fortune 100 companies and leading brands with their global outsourcing, contact center and customer experience and revenue/sales operations. Maintained full P&L accountability for portfolio (8 centers, Work-At-Home/Hybrid, subcontractors and programs in other global markets), managing a team of Directors, Managers and 5000+ indirect reports through account management, strategic business planning, quality assurance, and continuous improvement operations.Skills: Talent Management · Customer Experience · Sales Management · Customer Service Management . Customer Loyalty · Daily Operations · Problem Solving · Objection Handling · Communication ·Analytical Skills · Leadership Development ·
Sensible Solutions Consulting
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Principal ConsultantSensible Solutions Consulting Jul 2023 - PresentHalifax, Nova Scotia, CanadaAid clients with business transformation.
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RealtorSelf-Employed Feb 2021 - PresentNova Scotia, Canada
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Senior Director, DeliveryConcentrix Aug 2017 - Feb 2021North America● Responsible for leading the operations of eight contact center sites across Canada and The United States as well as WAH teams ● Accountable for 5000 employees● P&L Management and Ownership of $100M+ USD annually● Managing key strategic accounts and clients including; Three of Canada’s leading newspapers, world leading automotive clients, large telecom companies, technology companies and leading financial companies● Responsible for developing the financial outlook and forecasting for a $100M+ USD budget -
Chief Delivery OfficerThe Minacs Group Jun 2008 - Jul 2017North AmericaMinacs World Wide Inc/PTE, Multiple Locations and Programs Globally● Managing multiple, g;obal sites and remote employees for globally based clients (Telecom, Financial, Technology, Logistics, Food Services, Home Appliance, and Media clients). ● Management of all site departments through solid and dotted line relationships, financial forecasting with accountability for P&Ls, overall responsibility for the development and implementation of staffing strategies, developing and implementing operational improvement strategies, negotiation of any proposed changes to the current client contracts, formatting and facilitating executive performance reviews for both clients and internal needs.
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Site DirectorResolve Inc. Sep 2007 - Jun 2008Bridgewater, Nova Scotia, Canada● Managing relationships with several US and Canadian based clients (financial, telecom, technical support, customer service).● Management of all site departments through solid and dotted line relationships, financial forecasting with accountability for site P&Ls, developing and implementing operational improvement strategies, new business acquisition, negotiation of any proposed changes to the current client contracts, formatting and facilitating executive performance reviews for both clients and internal needs.● Training and Development of all teams to ensure metrics are met, review training materials to ensure that employee and client needs are met, responsible for approximately 550 employees.
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Program DirectorPeoplesupport Inc Aug 2006 - Aug 2007Philippines● Management of relationship with a US based client that offered internet and telecom services, - Sales, Customer Retention, Technical Support, Web Domain Support, Installation Services, and Customer Care● Oversight of my client’s business in both of our sites (Cebu and Makati, Philippines), management of full program while ensuring that all departments are working towards a common goal, facilitate client meetings (daily, weekly and monthly conference calls and site visits), financial forecasting● Accountable for 1000+ employees -
Senior Account Manager And Senior Operations ManagerConvergys Sep 1998 - Jul 2006Dartmouth, Nova Scotia, Canada● Management of client relationship and managing and interacting with nine Vendor Managers - ensuring contractual obligations are met, mediate any contract disputes.● Responsibility for meeting revenue and operating margin targets monthly, managing to the client budgets while meeting the corporate commitment while managaging operations in Dartmouth, Lubbock and Orlando (300 employees)
Shawn Maclean Skills
Frequently Asked Questions about Shawn Maclean
What company does Shawn Maclean work for?
Shawn Maclean works for Sensible Solutions Consulting
What is Shawn Maclean's role at the current company?
Shawn Maclean's current role is Customer Experience, Customer Service, Sales and IT Operations | Business Transformation | P&L Management | Global Process Improvement | Quality Assurance & Training | Customer Advocacy | Senior Leadership Development.
What is Shawn Maclean's email address?
Shawn Maclean's email address is sh****@****rix.com
What skills is Shawn Maclean known for?
Shawn Maclean has skills like Call Centers, Outsourcing, Bpo, Vendor Management, Team Management, Workforce Management, Service Delivery, Performance Management, Contact Centers, Customer Experience, Transition Management, Process Improvement.
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