Rudolph McNeil
Kingston,08
Summary
A dynamic leader with over eight years of experience delivering executive support and team leadership to business operations. Leading teams across LATAM, the Caribbean, the US, and Canada, with annual revenues of up to $25 million USD. Highly adept at leading teams across a variety of businesses, whether they are on-site or remote. Broad experience includes project management, capacity planning, vendor/client management, business development, and learning and development.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Assistant Project Manager
ModSquad
12.2024 - Current
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
- Conducted regular quality assurance checks of tickets handled by team members.
- Closed the first quarter with having the most team members within the top 20% of the program.
Operations Project Manager
Ingenuity Technology Limited
11.2023 - 11.2024
- Enhanced marketing strategies to increase new client partnerships by 15% within the first six months, and increasing annual profits by 22%.
- Slashed annual expenditure by 8% by redefining company policies and procedures to ensure that work is done efficiently.
- Generated and tracked change orders and other contractual modifications affecting budget and schedule.
- Conducted regular meetings with stakeholders to review project status, discuss issues and risks, and obtain feedback on deliverables.
- Introduced several initiatives to gain integral insights for the business, including Customer CSAT, budget compliance, staffing fulfillment, and project roadmaps, to name a few.
Head of Operations
Itel International
11.2021 - 07.2023
- Lead a team of three senior operations managers across a span of five programs (10 LOBs, 300 FTE steady state, to above 700 FTE in peak seasons).
- Spearheaded the transition of four CRMs with positive impacts on KPIs such as AHT, QA, and CSAT.
- Streamlined and revamped a client's onboarding and training to improve agents' speed to efficiency from 6 months to 3 months (50%).
- Championed several initiatives that increased and maintained the team's CSAT by 7% (82% - 89%) within the first six months of joining that team.
- Negotiated the addition of four new LOBs across my program portfolio to boost overall revenue generation by 34% annually.
- Lead the way with fun initiatives(Rewards & Recognition among others) to maintain an 8% monthly attrition rate for all my programs.
Head of Department
Itel International
01.2020 - 10.2021
- Lead a standard team of 5 supervisors, 60 FTE in the non-peak season, and 300 or more FTE in the busy season across a 24/7 hoop.
- Successfully piloted ITEL's first wave of WAH, and created the WAH SOP for Agent Selection, Transition to the model, along with engagement activities in a remote setting.
- Lowered the BU's average attrition rates from above 10% to 2% monthly.
- Successfully implemented several action plans to increase client KPI attainment from 17% to 42% within the first three months of hire, up to 73% by the end of month six, and above 90% attainment from month nine onwards.
- Maintained a 100% Revenue, BTP & PTR compliance.
- I was the manager of the quarter for two quarters in a row in my first year.
Site Operations Manager
Fusion BPO Services
07.2018 - 11.2019
- Lead a team of 8 supervisors and 130 representatives to achieve consistent monthly performances, won the client's confidence, and doubled the staffing count (20 supervisors/300 representatives) across 5 months. The result is an increase in the team's steady state, reaching 600 FTEs after one year, across three LOBs.
- Managed a team of four senior operations managers and oversaw the successful execution of more than eight projects across various industries in a hybrid setting.
- Developed and implemented a training/mentorship sales program, which increased daily sales by 5% within the first month and routinely surpassed the monthly sales objective, closing at 102% to 110% of the goal set by the client.
- Managed focus groups to address CSR's issues, implemented retention tactics, and reduced annual turnover by 15%.
- Reduced monthly costs by up to 5% by implementing efficient budgeting and inventory management strategies.
- Received recognition from Michelle Jordan (AT&T Sr. Product Development Manager) in November 2018 for the team's outstanding sales performance within the Direct Sales Platform, based on consistently setting new records for sales conversion%, ultimately becoming the standard by which other centers were measured; in addition to having no sales integrity or compliance infractions for the first half of 2018.
Operations Manager
Fusion BPO Services
10.2017 - 06.2018
- Spearheaded a team of 45 representatives to consecutive months of excellent sales performance and customer satisfaction. Securing the sales program and future growth for Fusion Jamaica.
- Partnered with the WFM team to address staffing shortfalls and scheduling issues. The outcome was an overall 5% decrease in absenteeism, down to single-digit numbers weekly, an overall 10% decrease in shrinkage monthly, and an additional 27% savings on transportation costs.
- Created and implemented a career growth and succession plan, which involved. Courses, upskilling on tools, and practical on-the-job scenarios to execute action plans for.
- Along with the help of the client, we implemented a Sales Integrity-driven incentive geared towards awarding ethical sales behavior.
- Smashed AT&T's sales conversion goal of 20% by 5% within the first 6 months of the team being in operations.
Team Manager
Fusion BPO Services
08.2017 - 10.2017
- Developed process efficiencies to improve my team's quality from 75% to 91% within three months.
- Met and exceeded all KPIs, including Customer Satisfaction, Handle Time (AHT), Quality, Sales, etc.
- Transformed four agents within the lowest 5% of the department to be within the top 10% in a 2-month time span.
- Received recognition as the Top Team Manager for three consecutive months.
- I piloted a team of six agents for new business, in addition to fifteen customer service representatives on another line of business.
- Maintained attendance sheets, and prepared weekly payroll input.
Subject Matter Expert
Fusion BPO Services
06.2017 - 08.2017
- Utilized workforce management tools to ensure schedule adherence.
- Worked tactically with CSR's daily to achieve daily targets 100% of the time.
- Balanced time to be readily available to answer queries, and manage escalated calls to resolve customer issues, and ensure customer satisfaction.
- Functioned as a Team Manager in the event that there was any absence on a given day or period.
- Developed the company's first sales acceleration plan.
Education
Associate Degree - Business Administration
University of The People
01.2022
Skills
- Operational leadership
- Data analysis
- Strategic planning
- Change management
- Client relationship management
- Project cost reduction strategies
- Contract review and recommendations
- Stakeholder engagement
- Revenue, Profit & Loss Management
- Performance Management
Certification
- Lean Six Sigma Green Belt, 06/01/23, the Council for Six Sigma Certification
- Lean Six Sigma Yellow Belt, 06/01/22, the Council for Six Sigma Certification
- Diploma in Hospitality Management, 03/01/22, Alison
Timeline
Assistant Project Manager
ModSquad
12.2024 - Current
Operations Project Manager
Ingenuity Technology Limited
11.2023 - 11.2024
Head of Operations
Itel International
11.2021 - 07.2023
Head of Department
Itel International
01.2020 - 10.2021
Site Operations Manager
Fusion BPO Services
07.2018 - 11.2019
Operations Manager
Fusion BPO Services
10.2017 - 06.2018
Team Manager
Fusion BPO Services
08.2017 - 10.2017
Subject Matter Expert
Fusion BPO Services
06.2017 - 08.2017
Associate Degree - Business Administration
University of The People
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