Marshall MacKay

Background

About Marshall MacKay

Focused and results oriented with proven ability to motivate a team to reach business goals. Working knowledge of various systems, policies and procedures. Over 15 years experience analyzing data to identify trends and drive improved efficiency. Hands on experience in deciphering client contracts to determine how to maximize revenue from the program. Proven experience in auditing agent and Team Lead performance in order to identify behaviors and improve metrics. Sincere dedication to customer satisfaction and quality of service. Able to demonstrate innovation, good judgment and problem solving skills. Proven track record of accurately compiling research, analytical reporting and information management within demanding time frames. Adept at developing and maintaining administrative processes that reduce redundancy, improve accuracy, efficiency and put in place a profitable return on investment from a corporate standpoint. Able to identify goals and priorities in order to resolve issues in initial stages. Successfully performed advanced level client service problem resolution while working within corporate guidelines.