Open to opportunities

m agee

@magee

Message

I lead data-driven contact center operations and trust & safety initiatives.

United States

Message

What I'm looking for

I want to lead hybrid/remote contact-center teams, use dashboards to improve CSAT and SLAs, and drive trust & safety outcomes. I thrive turning customer and workforce data into clear operational actions through coaching and optimized workflows.

I’m a high-impact operations leader with 20+ years driving excellence in global contact centers and social media moderation. I turn raw data into actionable insights using Power BI and Salesforce dashboards to optimize SLAs and CSAT, and I’ve consistently improved performance through workforce-driven strategy and hands-on team leadership.

Most recently, I built a real-time Salesforce KPI dashboard that increased SLA performance from 60% to 84%, and I re-aligned shifts with contact volume to reduce abandoned calls from 7% to 2% while keeping a sub-30 second response time. Earlier, I led three remote teams at Valvoline, co-founded a Voice of the Consumer council, and served as lead tester/trainer for a ServiceNow migration—customizing workflows to improve efficiency and supporting zero-downtime operations.

Experience

Work history, roles, and key accomplishments

Current

Operations Supervisor

Current

Xometry

Jul 2024 - Present (1 year 9 months)

Built a real-time Salesforce KPI dashboard for CSAT, Volume, and AHT, improving SLAs from 60% to 84%. Optimized shift schedules to cut abandoned calls from 7% to 2% while keeping sub-30-second response times and reducing new-hire time-to-proficiency by 50%.

CSAT AHT SLA Real Time Analytics SOP Development Remote Training

Customer Care Supervisor

Valvoline

Dec 2020 - Jan 2024 (3 years 1 month)

Led three remote customer care teams (Social, Chat/Email, Consumer Care), improving performance from C level to A level through SMART goal implementation. Co-founded the Voice of the Consumer Council to drive an average ticket increase of $7.50 and save 30 seconds of service time per vehicle, and led a Footprints to ServiceNow migration testing and training.

SMART Goals Customer Care Operations VoC To Action Process

Business Analyst Supervisor

TempurSealy

Dec 2003 - Sep 2020 (16 years 9 months)

Directed five high-stakes engagement teams covering Social, Retention, and Executive Services, overseeing fraud detection and CEO-level escalations. Managed brand sentiment across major social platforms with Sprinklr and created interactive Power BI dashboards for management recommendations based on financial and behavioral data.

Power BI Sprinklr Social Media Analytics Fraud Detection Escalations