Customer Service Contact Center
Resume:
` Michael L. McDonnell
Towson, Maryland. 21204
Email: ****************@*******.***
Overview: A results-oriented leader with extensive experience in sales, customer service and contact center operations management including multi-site operations.
• Skilled at analyzing Customer Service operations and implementing improved strategies, processes and technology to improve overall productivity and efficiencies.
• Outstanding communicator with strong leadership skills and the ability to motivate employees while maximizing productivity.
• Strong P&L management, human resource management and cross company project. management.
• Management background in both Sales and Service sectors.
• Domestic and International Vendor Management experience
Professional Experience
January 2025 – June 2025 Home Deport
Part Time Sales Associate Cockeysville, MD
Provided fast, friendly service by actively seeking out customers to assess their needs and provide assistance. Greeted and qualified customers and close every customer in the electrical department. Worked closely with other departments to ensure total customer satisfaction.
January 2024 – Present Towson University
Ass’t Director of Customer Service Towson, Maryland
Oversee the daily operations of the Parking and Transportation Customer Service Office, ensuring efficient and effective service delivery. Collaborate with all University departments to maintain accurate and up-to-date parking permits for faculty, staff, and students. Provide leadership in managing citation processes and account oversight for all University departments. Oversee the department's financial budget, including reconciliation of billing procedures, and ensure fiscal responsibility. Develop, implement, and enforce departmental policies and procedures to align with the University's goals and regulations.
November 2022 –December 2023 Radnet Corp.
Director of Contact Center Operations Newark, DE
Responsible for the Lennox Hill Radiology subsidiary. Managed the daily operations of the scheduling managers and agents. Ensure the smooth and timely scheduling and communication of our patients and providers. Played a vital role in enhancing patient care by optimizing the scheduling and coordination of radiology procedures and services.
Grew call center capacity by 50% in 10 months
Reduced Abandon rate by 10% points
Reduced AHT by 30 seconds
Improved Quality and External Surveys by 15%
October 2020 – November 2022 TTEC Corporation
Director of Operations
Managed the Work at Home organization of 1300 Agents for the Bank Of America program. Responsible for a budget of $10 million annually and a revenue stream of $12 million.
Achieve 100% contractual bonus goals, revenue generation, expenses, forecasting, and financial
Manage day-to day Operations and deliverables
Improve key metrics associated with specific goals. The included:
Forecast Accuracy
Revenue and Margin goals
Client, customer and Employee Satisfaction
Projection of Call Volumes
Manage Communication with clients and Internal business partners
October 2017 - April 2020 CareFirst Administrators, Baltimore, MD
Director of Operations
Primarily responsible for the core operational services of NCAS/CareFirst Administrators including the timely, accurate processing of all healthcare claims and customer service inquiries and for on-going training of operations associates for multiple work sites of NCAS. Also responsible for the IT organization and Reporting/Data Team. This position is a key officer level position in NCAS, reporting directly to the President and has primary accountability for growth and retention of customers through ensuring superior levels of service and has bottom line accountability for Net Income goals Manage a staff of 5-7 direct reports and indirectly a staff of 125-150 employees. Responsible for an operational budget of $10 million and responsible for revenue retention of $25 million annually and the Net Income goal established for profitability levels.
December 2014 – August 2016 SITEL Corporation, Augusta, GA
Director, Site Operations
Responsible for the overall management of the 600 seat Augusta Call Center including the quality of service and profitability of the operation. Manage the Operations P&L that exceeds $12 Million annually. Oversee the planning, budgeting, reporting, data analysis and scheduling of all employees. Grew revenues from $300,000 per month to over $750,000 per month in 2015. Managed the B2B relationships with all clients and assisted in negotiations of key performance indicators and contracts.
Military Background
United States Marine Corp, Sergeant
Honorably Discharged
Education
University of Baltimore - BS in Business with a concentration in Marketing.
University of Phoenix – MBA (Master of Business Administration)
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