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Frank Mc Neely

International BPO and Call Center Executive | Global Top Performance Professional

Work experience

Oct 2013Present



Strategic Training Management:

1 Set strategic direction and guidance for client-specific training in alignment with overall company goals
2 Ensure effectiveness & availability of training programs to meet business needs within the vertical and across the organization
3 Lead performance analysis efforts & action for improvement to achieve Operational excellence and attaining KPIs.

Team Management:

1 Coordinate with Directors and Vice Presidents to effectively monitor, mentor and coach Lead Trainers
2 Provide input on the performance appraisal and individual development planning for Lead Trainers and the rest of the training team of the vertical
3 Recommend in hiring, staffing, rewards and disciplinary decisions related to Lead Trainers
4 Collaborate with the Directors in overseeing deployment and utilization of trainers within the vertical
5 Recommend forecasted budget, staffing and resource requirements for the Training Team of the vertical

Client Satisfaction:

1 Provide business solutions and act as consultant / project manager to partner clients on training-related concerns 2 Meet with business leaders to identify process gaps and Improvement opportunities and implement better operational practices 3 Conduct needs assessment to ensure that the vertical’s training team fulfills company & client needs, objectives and relevant compliance issues 4 Work with Lead Trainers and Clients during implementation of a new account to address training-related agenda 5 Conduct or serve as resource person for Trainer Certification classes, Professional Development Courses and Continuing Development classes as scheduled.

Account and Customer Management
1 Develop complete understanding of client’s business model,
policies and procedures relative to the business administration.
2 Work with Workforce Management in developing staffing plan
and schedule
3 Work with HR in completing the team management staffing
requirements (number, client-specific qualifications, etc.)
4 Work with client, Director and Account Manager in resolving
issues and improving service processes
5 Serve as senior operations client contact, especially on
matters pertaining to team performance
6 Develop plans and initiatives to optimize revenue and
profitability within the account, including the recommendation
of cost control strategies, for approval by the Director
7 Interact with management on assigned accountabilities and
areas of responsibilities

Performance Management
1 Manage the day-to-day performance of the operations team
2 Develop and implement service strategies initiative
3 Ensure that targets of the team are attained or exceeded
4 Work with Operations Management in determining factors
behind incidences of service failure
5 Ensure that Operations Management efficiently implements
QA processes (proper scheduling and timely mobilization of
resources, effective and timely delivery of feedback, analysis
of QA issues)
6 Work with the Training team to conduct Training Needs
Analysis, determining performance gaps and ensuring timely
dissemination of client updates and the identification of
needed steps to close these same performance gaps
7 Develop and implement action plans to avoid future
occurrences of failure
8 Evaluate internal service processes and systems toward
developing proactive strategies for continuous improvement in
service delivery.

Team Management and Development
1 Coach and manage Team Mangers and Team Supervisors
2 Review performance and quality standards of the team on an
ongoing basis
3 Provide leadership, guidance and support to ensure the
creation of a positive and productive work atmosphere and
team spirit
4 Guide team management in addressing the team’s needs and
concerns, performance and motivation issues and conflicts
5 Identify on-going training needs and integrate training &
performance expectations
6 Set broad objectives for the team and ensure its achievement
through regular development discussions
7 Build strong morale in the team and facilitate their acceptance
of organizational changes
8 Enforce company rules and regulations among direct reports

Dec 20102013



 Serving as a Service Delivery Manager for ECOM, HCOM, EAN, AARP, Hotwire and the WWTE lines of business. The responsibilities are but limited to the following.
1 Create and maintain a continuous improvement and goal-oriented work environment that combines learning, achievement and recognition in order to: 1) Drive Sales Conversation 2) Ensure quality and delivery of prescribed customer experience 3) Increase operational efficiency through AHT 4) Reduce operational expenses through execution of policy and procedures.
2. Provide leadership and coaching of vendor management and employees. Includes closely monitoring center and employee performance management, identifying issues and working with the Partner on solutions.
3. Create innovative plans with vendor partners to drive and achieve revenue/quality targets.
4. Identify, analyze, develop and recommend plans for increased vendor productivity.
5. Effectively communicate the vision of the Business and brand awareness to our vendors
6. Conduct frequent Agent Roundtables to ensure consistency of training, coaching, brand awareness and help wanted.
7. Regularly review business performance both formally through our monthly/quarterly business review process and on a proactive ad-hoc basis with Service Delivery Leadership as well as Expedia Inc. Line of Business owners and VPs.


Responsible for the implementation of both New Hire and recurrent training, as well as the maintenance of New Hire materials, including training manuals for all lines of business serviced in the Center. I also participate in the development, implementation and/or coordination of recurrent and niche training for support staff functions that directly relate to the sales process, to include lead agent training and customer service skills/process. I am responsible to develop and implement a standard “report and repair” process for continual improvement at the individual and group level. Displaying a positive approach to training with a level of creativity and enthusiasm.








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