Rick McKenna

About Rick McKenna

Innovative and insightful Sr. Operations Leader with a passion for service excellence, a commitment to continuous improvement, and extensive experience in hospitality, technology, and B2B industries. Proven ability to mentor and motivate high-performance teams; gain trusted-advisor status with key decision makers; generate continuous revenue streams, and implement programs and strategies that improve productivity, profitability, and customer satisfaction. Excels in managing the expectations of demanding stakeholders while driving positive organizational change.P&L Strategic Planning People & Project Management Operations Cost Reduction Process Improvement Scheduling Budgeting Expense Control Business Development Customer Service E-commerce Employee & Labor Relations Workforce Planning

Experience

1. Senior Director, Service Delivery

   Paylocity

   Apr 2024 — Present

Education

• Indian River State College

  Associate of Arts (AA), Business Administration, Management and Operations

  2000 — 2002

• University of Florida - Warrington College of Business

  Busniess Administration, Business, Communications, and HR Management

  2002 — 2004

• UCF College of Business

  Professional MBA, Managemenet, Finance, Marketing, Economics, Sales

  2007 — 2009

Skills

• Management
• Team Building
• Call Centers
• Business Development
• Operations Management
• Call Center
• Drive Results
• Hiring
• Performance Management
• Program Management
• Hospitality
• Leadership
• Contact Center Strategy
• E-Commerce
• Customer Satisfaction
• Training
• Account Servicing
• Budgets
• Cross-Functional Team Leadership
• Employee Relations
• Strategic Planning
• Customer Experience
• Manage Client Relationships
• Customer Retention
• Leadership Development
• Customer Service
• Project Management
• Recruiting
• Talent Management
• Contact Center Operations
• Coaching
• Human Resources