DEVON MCCRAY
Philadelphia
Summary
Professional with over 14 years of experience in customer service and operations management. Proven ability to enhance quality assurance processes and ensure compliance in diverse environments. Expertise in optimizing workflows and fostering strong client relationships to meet evolving business demands.
Overview
12
12
years of professional experience
Work History
Brand Specialist
Liveops
07.2023 - Current
- Responsible for daily weekly and monthly client facing meetings and task to provide updates on CSAT and impacting trends
- Regularly prepared and analyzed high priority internal and external quality reports for management and team review.
- Developed agent process and knowledge improvements initiatives such as monthly high level knowledge sessions, as need quick hit documents on trending opportunities and knowledge assessments to enhance expected client KPIs
- Utilized client satisfaction surveys to improve service quality and assisted in developing strategies for improving overall quality and performance with results for surveys
- Provided onboarding and process training to new team members and ensured understanding and consistency.
- Reported issues to the client in a timely manner with accurate and detailed descriptions and provided actions implemented to improve the issue when applicable.
Agent Result Advocate
Liveops
03.2019 - 07.2023
- ARA for Nordstrom, Netflix, and Allstate.
- Helped launched Netflix and National General lines.
- Successfully managed a Slack channel for up to 200 agents.
- Monitored and analyzed independently contracted agents performance on a daily and weekly basis to ensure they were meeting the client’s KPIs.
Independent Contractor/ Customer Service Specialist
Liveops
09.2018 - 03.2019
- Provided excellent customer service for Nordstrom Clientele.
- Maintained a consistently high CSAT score.
- Meet and exceeded all required metrics as defined in the program.
Office Manager
KB Portable Heating & Air
East Lansdowne
12.2014 - 08.2018
- Calculated figures such as discounts, percentage allocations and credit.
- Suggested process improvements to secure prompt and regular receipts for the organization.
- Coordinated approval processes of all accounts payable and resolved billing and invoice problems.
Assistant Manager
500 Degrees
Philadelphia
10.2013 - 11.2014
- Consistently provided professional, friendly and engaging service; resolved guest complaints efficiently.
- Verified cash drawer against the day's receipts; completed weekly food cost inventory, daily purchasing.
- Executed daily prep schedules; checked for proper portion control and recipe compliance.
- Developed new menu items; assisted with a marketing plan aimed at the hotel concierge.
Education
Cosmetologist -
Empire Beauty School
Philadelphia, PA01.2012
Skills
- Client-facing roles
- Verbal and written communication
- Self-motivation and proactivity
- Attention to detail
- Analytical thinking and problem-solving
- Relationship building
- Time management and organization
- Microsoft Office Suite proficiency
- Quality reporting and data analysis
- Training and onboarding
Timeline
Brand Specialist
Liveops
07.2023 - Current
Agent Result Advocate
Liveops
03.2019 - 07.2023
Independent Contractor/ Customer Service Specialist
Liveops
09.2018 - 03.2019
Office Manager
KB Portable Heating & Air
12.2014 - 08.2018
Assistant Manager
500 Degrees
10.2013 - 11.2014
Cosmetologist -
Empire Beauty School