Open to opportunities

Andre McLean

@andremclean

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Detail-oriented IT professional with 11 years of experience.

Jamaica

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What I'm looking for

I am looking for a role that fosters innovation, values continuous learning, and offers opportunities for career growth.

I am an IT professional with over 11 years of experience, specializing in technical roles, operations, and customer service leadership. My academic foundation in Information Technology, combined with my passion for technology and continuous learning, has equipped me with the skills to leverage IT systems, programming, and data analytics to develop innovative solutions. I thrive on improving process efficiency and enhancing user experiences.

In my recent role as a Senior Operations Support Specialist at Varsity Tutors, I managed over 100 weekly cases and streamlined onboarding processes, resulting in a 20% increase in operational efficiency. My experience at Conduent further honed my leadership skills, where I supervised teams and implemented data-driven feedback systems that boosted customer satisfaction by 25%. I am committed to using my technical knowledge and analytical capabilities to solve real-world problems and drive business results.

Experience

Work history, roles, and key accomplishments

Senior Operations Support Specialist

Varsity Tutors

Jun 2023 - Present (1 year 11 months)

Managed over 100 weekly cases for tutor–client matching and streamlined onboarding through process automation and data analysis, increasing operational efficiency by 20%. Resolved high-priority technical support issues via 150+ daily interactions across phone, email, and text, ensuring quality and consistency in service delivery. Led initiatives combining IT-driven insights with customer feedback

Process Automation Data Analysis Technical Support Customer Service Systems Performance Zendesk Salesforce Slack Tableau

Account Specialist

Vision Realty & Management

Feb 2023 - Present (2 years 3 months)

Improved client retention through proactive relationship management. Analyzed and managed over 200 property accounts monthly, optimizing revenue collection processes and increasing overall client satisfaction by 20% using Excel and accounting software solutions. Streamlined financial reporting processes for over 150 property management accounts, enhancing data accuracy and reducing report preparat

Client Relationship Management Account Management revenue enhancement Financial Reporting Microsoft Excel Property Management

Operational Supervisor

Conduent

Aug 2020 - Present (4 years 9 months)

Supervised teams of 15–20 advisors, acting as assistant operations manager. Implemented feedback and reporting systems leveraging data analytics to boost customer satisfaction by 25% and reduce repeat errors by 20%. Played a key role in presenting weekly business reviews that combined operational metrics with system performance data to drive continuous process improvements.

Team Leadership Operations Management Data Analytics Customer Satisfaction Process Improvement Reporting Performance Metrics SQL Tableau

Customer Service Supervisor

Conduent

Jul 2018 - Present (6 years 10 months)

Exceeded customer satisfaction and resolution KPIs, boosting team productivity by 20% with targeted training. Developed targeted training programs, achieving a 15% rise in client satisfaction.