Bryan McAnally

About Bryan McAnally

A dedicated and results-driven customer service professional with a demonstrated track record of achievement in call center management, sales, vendor management, team training and development, employee engagement, customer satisfaction monitoring, quality assurance, hiring, and process/procedure development, and change management. Utilizes excellent communication skills to manage B2B/B2C partnerships, build/lead teams, and coordinate with senior management. Proven aptitude for implementing solutions to improve satisfaction scores, resolve issues, and increase efficiency/productivity.Active 220 Property and Casualty insurance licensed in various states throughout the US and CanadaSpecialties: Six Sigma Certification Customer service excellence Sales and Sales experience excellence Employee engagement Call center management Contact center operations Cost reduction and avoidance Workforce management Call center forecasting Call center staffing Agent scheduling Intra-day scheduling Utilization budget / shrinkage Call center metrics Enrollment Goals Vendor management Call center environment Process redesign / Change management Performance tracking Benchmarking Call center performance Leadership development Strategic planning Training and development

Experience

1. Director of Customer Service

   Resource Innovations

   Dec 2019 — Present

Education

• University of Phoenix

  Bachelor of Science (B.S.), Business Marketing

  2001 — 2005

Skills

• Management
• Team Building
• Business Process Improvement
• Call Centers
• Coaching
• Team Management
• Business Strategy
• Vendor Management
• Strategic Planning
• Contact Centers
• Budgets
• Customer Experience
• Operations Management
• Sales Management
• Leadership
• Product Management
• Change Management
• Customer Service
• Telecommunications
• Training
• Customer Satisfaction
• Microsoft Office
• Sales
• Microsoft Word
• Team Leadership
• Budgeting
• Microsoft Excel