Toby Mcclellan Email & Phone Number

Austin, Texas Metropolitan Area

Updates and maintains client facing and project senior management facing reporting on a weekly and monthly basis regarding project status. Updates, maintains, and reports on a 300+ person project roster including project roster maintenance providing both internal and client reporting. Updates and maintains key project governance data. Coordinates and tracks strategic project meetings. Updates and maintains key project data to organization.

Austin, Texas Area

Managed educational content for the Texas Association of REALTORS (TAR). Updated and managed content for 3 published 200+ page manuals along with 3, 240 question exams all multiple choice. These are part of a national but statewide flavored designation (GRI - Graduate, REALTOR Institute) with all content changes left up to the state association to maintain to both state and national guidelines. The content was also required to be brought up to new state regulations per TREC (Texas Real Estate Commission). Helped rework a statewide leadership program for Texas REALTORS (Texas REALTOR Leadership Program) that is designed to engage up and coming REALTORS and help them move into civic leadership. The TRLP is held in very high regard across the state and this was an exceedingly high-profile course. Helped direct the course itself to not only make it more efficient but more valuable to those who participated. Merged two large courses (4 days of instruction each) into a single cohesive program (REALTOR Launch from Houston Association of REALTORS and TAR's TruSuccess). The course is designed to help new real estate licensees have a solid start in the real estate business. Managed and maintained content for several other smaller offerings as well. Worked in Adobe InDesign CC, Microsoft Word, and Adobe Acrobat Professional 8. Handled printing solutions and logistics through OfficeMax/OfficeDepot business solutions and FedEx office. Established ABBYY Fine Reader as an in office solution to grading exams and storing testing results helping further the goal of a paperless office. This decreased time spent grading by more than 50% and provided consistent and accurate results. Technical assistance and setup support provided for statewide broadcast courses using Zoom. Attended industry conferences and was acting committee liaison for the TRLP sub-committee. Maintained contact across the state with local associations in terms of content.

Austin, Texas

Created new hire curriculum, trained 16 agents to become front line technicians, wrote necessary and critical documentation regarding processes. Engaged in a fast paced technical environment. Created new hire material from a very simplistic outlineDeveloped and trained modules while creating standardsContributed to technical documentation.Delivered new hire technical materialLearned new content rapidly while being self-pacedWorked within a proprietary CMSTrained in Adobe ConnectIncreased technical knowledge of cloud and web based programmingIncreased technical knowledge of webhosting and hosting providers

Round Rock, Tx

Delivered over 700 hours of classroom trainingDeveloped and trained modules within Dell technical training specifications.Contributed to technical documentation as a fact checker through hardware verification of technical content.Wrote technical documentation for new and older hardware.Worked within a document content management system based on Oracle,Wrote new technical documentation around procedures for handling sensitive customers.Received consistently high performance marks as provided by student and peer feedback.Managed training department assets, both hardware and software, to ensure functionality.Co-directed restructure of Dell's client new hire training program.Created training department training materials for new trainers at partner sites.Worked across multiple Dell client support sites to coordinate and facilitate consistent training practices and information delivery.Utilized Microsoft Project to maintain: on-time delivery of content creation, asset management, delivery schedule, and other trainers schedules.

Round Rock, Tx

Delivered over 1200 hours of classroom new hire and individual trainingWorked with training, technical support management, escalation management, and agents to assess training needs to create and deliver targeted modules.Mentored up to 25 agents at any one time on cost reduction, general efficiency, tools use, new products, time management, and customer interactions.Used a variety of tools to monitor all agent’s statistics and abilities to perform ongoing duties.Used Excel pivot charts to help understand agents gaps and provide feedback.Provided disciplinary or corrective action through responsible management pricinplesPerformed as acting manager when team manager was absentInvolved in hiring and interview processesInvolved in evidence gathering for dismissal processManaged to a standard set of call center metrics such as technical ability, agent competency, and customer satisfaction.Worked with team management to provide plans for long term agent improvement and if necessary disciplinary action.Consistently delivered applicable assistance to front line agents which lead to decreased warranty costs. Up to a 3% decrease through applied troubleshooting and product knowledge per team worked on.Drove plans around warranty cost metrics, created plans for individual agents.Provided consistent and constant coaching based on call center metrics.Worked with call center operations and metrics providers to ensure integrity of data and accuracy of information provided.Took on and ran several projects including additional agent training, document creation, “creative” classrooms, data analysis, fact checking missions, and other tasks as assigned.Created agent gap assessments to provide agents with a clear view of performance and training needs.Highly trusted management team member involved in critical team decision making and given light manager duties regularly.

Round Rock, Tx

Worked with escalated customers to reduce irritation, present options, and find solutions that were amicable to both the business and customer needs.Worked with social media to help identify and address customer concerns across blogs, Twitter, and forums.Worked as a Project Admin Analyst for a long term multi-team, multi-continent project aimed at reducing warranty cost.Created a Business Recovery Plan for large scale disasters and escalation managementWorked with product managers and product groups to identify and address customer concerns.Provided quality assurance and change lead assistance during company wide shift in primary tool used.Worked with ISO compliance team to ensure department was ISO 9001 compliant.

Level two technical support for Dell's corporate accounts division.