Monica Walcott

Master's

Educational Psychology

The National Council for Mental Well being

Manager of Client Support

- Managed hiring, termination, scheduling and annual performance reviews for a team of 10+ direct reports to ensure smooth operation and optimize employee experience - Provided effective team leadership and management of day-to-day functions for a multichannel support center, fielding up to 300 emails, live chat, and phone calls per day to ensure high quality client support and public education services - Managed continuous education, training and development opportunities for direct reports to build and retain institutional knowledge - Designed internal product training for National Council staff using tenants of andragody, technology, and other creative platforms to support competency and expertise - Developed and documented standard operation procedure, internal and external policy to promote consistency in customer experience and accountability to high performance standards among staff - Held sole responsibility for hiring, termination, scheduling, performance review and disciplinary action for 10+ employees to ensure smooth and efficient daily operations - Configuration and monitoring of daily reports of key performance indicators for direct reports, ticket trends, and technical issues to proactively address performance concerns and improve business outcomes - Served as lead architect and administrator of departmental CRM platform to ensure effective, streamlined customer service processes - Handled complex customer service escalations from clients to ensure satisfaction and to expand the National Council's brand and impact - Designed, implemented and delivered continuous improvement and quality assurance programs to improve and maintain effective customer support - Procured of relevant resources and services to improve efficiency and employee skills, and managed collegial relationships with vendors and external partners