Marc Neeley

Background

About Marc Neeley

As a Contact Center Supervisor at Harbor Freight Tools, I lead, coach, and develop a team of customer service representatives, who handle inquiries, complaints, and feedback from customers across multiple channels. I have obtained multiple certifications from LinkedIn on coaching, developing, and inspiring direct reports, as well as coaching virtually.I am passionate about building and maintaining a culture of accountability and ownership, where my team members are empowered to deliver on operational objectives, exceed customer expectations, and continuously improve their skills and performance. I monitor and evaluate customer service metrics, identify and implement process improvements, and provide regular feedback and training to my team. I also assist with the daily management of the center in the absence of the Call Center Manager, and perform other related duties and special projects as requested.Key Responsibilities & SkillsCustomer ExperienceLead by example to deliver exceptional service and empower teams to overcome obstacles.Operational ExecutionImprove KPIs through coaching and ensure service levels meet customer demand.Talent OptimizationDemonstrate effective feedback strategies and build high-performing teams.Profit MaximizationControl expenses and empower teams to align with company goals.Planning & Priority SettingSet clear objectives, streamline workflows, and eliminate roadblocks.Team Building & LeadershipAcquire and retain top talent, foster growth, and inspire team excellence.Managerial Courage & VisionCommunicate clear and actionable feedback while aligning the team with company vision.Customer FocusServe as a role model for delivering outstanding customer experiences through effective communication and operational excellence.