Adam McCord

Experience

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  Bluegreen Vacations

  Jun 2007 - Aug 2019

  • Project Manager (SME) of CallMiner Speech Analytics, Medallia Surveys, Salesforce Service Cloud, and Acuity performance management software.• Continued maintenance and development of categories and indexes within CallMiner.• Lead and provide direction to Information/Data Analyst• Project management includes report creation, data analysis, metrics creation, data mining, and process improvement recommendations. • Oversee the utilization of CallMiner Eureka analytics, Medallia post-contact surveys, and Salesforce CRM to trend and examine customer behavior. • Manage the collection of call drivers to understand a wide variety of call types and improve first call resolution, handle time reduction, and owner satisfaction utilizing audio analysis capabilities for word spotting, emotion detection, and voice analysis. • Provide proactive analysis to Sr. leadership team and communication of service issues with partner departments. • Manage Acuity performance management software over various departments to drive key performance indicators down to the CSR level.• Manage coordination of the collection, evaluation, and dissemination of performance data, relative to quality improvement programs within contact center environment.• Performance management oversight to drive employee productivity, automate evaluation processes, enable better employee development concerning how well they are performing their tasks, including where and how they can improve.• Serve as a project lead during the implementation of new technology. Participate in vendor selection and approval. Monitor post-integration and conduct ongoing evaluations of technology benefits and applications. Show less Manage CallMiner Analytics SoftwareProvide weekly, monthly, YTD Observation reports to management identifying business trends and needsIncrease efficiency and productivity of staff by monitoring call handling skillsMake recommendations to management on how to improve current procedures and processes through the voice of the customerMonitor daily business trends Work to increase first call resolution, and reduce call volume by identifying training, communication, product, and process opportunitiesTrain supervisor and support staff on the best practices of Quality Analytics, and how to best use CallMiner Software Show less

  • Manager, Reporting and Business Analytics

    Jan 2014 - Aug 2019

  • Quality Analytics Supervisor

    Oct 2010 - Jan 2014

  • Quality Assurance Supervisor

    Jun 2007 - Sept 2010
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  CallMiner

  Aug 2019 - Oct 2023

  • Gather and assess business needs, technical requirements, and define appropriate software solutions.• Build strong external relationships with prospects and external technical resources.• Delivered compelling customized product demonstrations focusing on the client needs using Demo2Win principles.• Completed POC/Pilot workshops resulting in analytical presentations with clients.• Completed solution design workshops to ensure integration scope.• Present sales presentations for technical, business, and executive audiences• Attended trade shows as technical/demo resource. Show less • Specialized in POC/Pilots and Managed Analytical Services (MAS)• Worked directly in conjunction with Sales Department and Customer Success to deliver client outcomes.• Project management in relation to MAS engagements to ensure outcomes and targets.• Worked directly with customers to provide outcomes with focus on ROI.• Provided Analyst coaching/training to new and existing customers.• Worked with internal Salesforce to team to develop Ask An Analyst (AAA) process within Salesforce that is in production today for low touch accounts.• Specialize in providing high quality professional services in alignment with scope, timelines, and ROI expectations.• Enhanced customer value through producing quantifiable results and recommending organizational change initiatives. Show less

  • Solutions Architect

    Oct 2021 - Oct 2023

  • Business Analyst

    Aug 2019 - Oct 2021
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  TPG, Inc.

  Dec 2023 - now

  Process Innovation Leader