Todd Mclean Email & Phone Number

Charlotte, Nc, Us

Charlotte, North Carolina, United States

Charlotte, North Carolina, United States

• Develops and implements talent development frameworks and processes to support the company’s culture and business objectives by evaluating program effectiveness and refining strategies to align with organizational goals.• Builds partnerships with internal stakeholders and external institutions to establish a diverse talent pipeline, delivering guidance and expertise to enhance internal customer support for talent development initiatives.• Shapes employee growth experiences by designing and mapping out talent development resources that facilitate clear pathways for career advancement, leading the creation and implementation of user-friendly, agile talent development tools, resources, and training programs across the organization.• Drives the deployment of blended learning solutions, integrating advanced technology and learning systems to deliver impactful training for leadership development, enhancing employee engagement and effectiveness at all organizational levels.• Assists and aids in development of talent pipeline initiatives, including Internships and Management Trainee Programs, by developing strategic career growth frameworks that support business needs, and managing inventory for core programs and curated content to ensure alignment with development objectives.

Port Washington, New York, United States

• Directed a team of Customer Service Supervisors and agents across multiple communication channels (telephone, email, chat, fax), improving service delivery by analyzing call center metrics to identify trends, optimize workflows, and report progress to senior management.• Enhanced team performance by setting clear expectations, monitoring productivity metrics, and leading strategic initiatives focused on improving service standards and increasing customer satisfaction.• Supported real-time operational needs by monitoring service levels, ensuring schedule adherence, and resolving escalated cases, strengthening customer relations and satisfaction through proactive issue management.• Developed a robust coaching program for customer service agents, fostering a performance-driven culture by providing training in call center protocols and service excellence standards, resulting in a more efficient and engaged team.• Led strategic and tactical planning for call center operations, implementing measures to enhance operational efficiency and ensure high-quality client interactions that aligned with business objectives.

Port Washington, New York, United States

• Designed and implemented organization-wide training programs tailored to diverse business needs, supporting global operations by identifying skill gaps and developing relevant content to enhance workforce capabilities.• Expanded training effectiveness by utilizing a range of methodologies and resources to increase engagement and retention, adapting teaching strategies to reach learners across varying backgrounds and roles.• Improved training programs through structured feedback mechanisms, conducting evaluations, interviews, and analysis to refine content and delivery methods, resulting in higher program efficacy.• Collaborated with executive leadership to assess training needs and allocate resources, ensuring timely and effective deployment of training to support organizational growth and strategic priorities.• Established a centralized training resource library, facilitating global access to training materials and resources, and enhancing consistency in learning across international teams.• Coordinated with corporate teams to regularly communicate updates on training policies and procedures, ensuring alignment with organizational standards and compliance.

Roslyn, New York, United States

• Oversaw operations of a 30-member customer service team, driving performance improvements by auditing service quality across online, telephone, and email interactions.• Increased service quality by creating and implementing targeted training programs focused on specific customer service goals, ensuring alignment with organizational objectives.• Acted as on-call manager for escalated customer issues, providing real-time solutions and maintaining high levels of customer satisfaction through swift resolution of complex concerns.• Analyzed and reported team performance metrics to executive leadership, using data insights to highlight areas for improvement and refine customer satisfaction strategies