I am an experienced leader in consumer and business modeled sales and service strategies. My genuine enthusiasm for employee development and drive for achieving performance goals have contributed to me being a valued contributor to the success of every company I've worked for.My passion towards the success of every employee has helped with successful succession planning while extracting the utmost of potential from each employee. I am also co-founder of Grand Scheme Music Group and manage "21 the Producer" aka "Listen2Koach". Most recent credits include "Gospel" by Dr. Dre and Eminem and "Tuxedo" by The Dream.-30+ years inbound/outbound, business and consumer based sales and customer service leadership experience-Excellent business acumen along with a keen understanding of call center metrics and their relational impact-Outbound and inbound call flow process improvements, operational procedures, training development and implementation-Selection interviews, employee selection, terminations -Execution of employee career development strategies-Maintain high levels of morale, energy and motivation throughout the organization
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Vp Of Customer ExperienceSnowPhoenix, Az, Us
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Vp Of Customer ExperienceSnow Oct 2024 - Present -
Director Of Customer ExperienceSnow Jul 2021 - Oct 2024Phoenix, Arizona, United States
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Operations Manager Customer ServiceAmerican Home Shield May 2020 - Jul 2021Phoenix, Arizona, United States -
Sr. Operations Manager Contact CenterLexington Law Firm Mar 2016 - May 2020Phoenix, Arizona -
Contact Center Operations ManagerLexington Law Firm Mar 2015 - Mar 2016Phoenix, Arizona
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Contact Center Operations ManagerPaypal Sep 2011 - Mar 2015Phoenix, Arizona Area-Manage up to 180 Customer Service Representatives (CSR) and 12 Supervisors -Monitor and improve schedule adherence-Grow new account order rate (Activation Rate)-Oversee and grow customer experience (NPS)-Host call calibrations and various call behavior monitoring activities-Maintained employee attrition rates below industry benchmarks-Management of multiple (4) customer calling segments-Oversee “Proactive Customer Education” strategy (#1 in performance globally)… Show more -Manage up to 180 Customer Service Representatives (CSR) and 12 Supervisors -Monitor and improve schedule adherence-Grow new account order rate (Activation Rate)-Oversee and grow customer experience (NPS)-Host call calibrations and various call behavior monitoring activities-Maintained employee attrition rates below industry benchmarks-Management of multiple (4) customer calling segments-Oversee “Proactive Customer Education” strategy (#1 in performance globally) -Designed Activation Rate call flow (subsequently incorporated in global training) Show less -
Sales ManagerSecured Servers/Phoenixnap Aug 2010 - Mar 2011Phoenix, Arizona Area-Sales of data center services and servers -Prepare server quotes to customer technical specifications-Follow-up on customer inquiries and close the sales cycle-Process customer payments/purchase orders
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Call Center ManagerPublic Storage Mar 2002 - Jan 2010Gilbert, Arizona-Manage up to 140 inbound Sales Agents and 6 Supervisors-Grew closing ratios from 23% to 26% 2008 to 2009-Designed and implemented OB calling strategy – closed 13% of no sale customers-Designed and implemented sales lead referral program with Budget Trucks-Project manager for “Preferred Partners” business outsource program-Represent company at industry trade shows
Frequently Asked Questions about Thomas Mccray
What company does Thomas Mccray work for?
Thomas Mccray works for Snow
What is Thomas Mccray's role at the current company?
Thomas Mccray's current role is VP of Customer Experience.
Who are Thomas Mccray's colleagues?
Thomas Mccray's colleagues are Geri Gjata, Magali Monchalin, Judeson Fernando, Amina Hyatt, Susana Mendez, Tiawna Mccray, Sydney Algeri.
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Thomas McCray
Don’T Sweat The Tech-Nique! | Google It Support Professional CertificationGreater Phoenix Area -
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