Paul McKee

Background

About Paul McKee

As a proven operations leader with 15+ years of experience in the financial services and call center industries, I specialize in transforming teams and systems to deliver high-performance outcomes. I currently serve as Manager of Contact Center Strategic Initiatives & Business Processes at Velera (formerly PSCU), where I lead operational support, strategic planning, and cross-functional initiatives that align with enterprise goals. Highlights of my career include: Reduced team workload by 30% in under 6 months through strategic process reengineering Cut handle time on key tasks by 25% while maintaining accuracy and compliance Consistently achieved high Gallup Employee Engagement scores with low attrition Led high-performing teams across fraud prevention, compliance, back-office support, and customer experience strategy I'm known for creating scalable, people-focused solutions and fostering collaborative, KPI-driven cultures. I bring a deep understanding of service delivery, risk mitigation, and technology integration — including tools like Verint, Avaya, ServiceNow, and Nexidia — to meet and exceed business targets. Currently open to leadership or senior specialist roles that build on my strengths and offer a smooth transition to my next impactful opportunity. Let’s connect if you're looking for a leader who drives performance, engagement, and measurable results in fast-paced, service-focused environments.