Y McArdle

Managed operational administration for a residential drywall and painting business, including contracts, bid preparation, invoicing, payroll, and financial tracking. Handled business compliance and documentation across insurance, taxes, bookkeeping, and related administrative requirements.

Developed and led a Quality Assurance program supporting up to 150 call center agents, including onboarding, training, compliance monitoring, coaching, and policy development. Increased Regulatory and Legal Compliance score by 17% in two months to 99% and sustained 95%+ KPI compliance for 42+ consecutive months, improving first call resolution to 99.8%.

Administered and tracked enterprise software licenses for 400+ users across international teams, managing renewals, auditing, and cost forecasting for contracts totaling thousands of dollars annually. Identified cost-savings through license auditing and usage analysis, reducing renewal expenses by up to $15,000, and implemented documentation systems for version accuracy, access control, and compli

Collaborated on community construction and renovation projects, assisting with roofing, concrete work, and structural maintenance while maintaining safety and operational standards. Contributed to design planning and CAD-supported layouts for accessibility-focused renovations.

Provided high-volume customer support for order, return, delivery, and logistics inquiries while coordinating across departments to resolve fulfillment discrepancies. Reviewed shipment and delivery records to identify errors and support timely corrective action while maintaining consistent service standards.

Supported high-volume unemployment assistance during COVID-19 surge operations by troubleshooting claims, resolving account access issues, and routing escalations in a fast-paced call center environment. Maintained accuracy and professionalism while handling continuous inbound customer interactions.

Supported county IT refresh initiatives by updating documentation, tracking hardware, and coordinating administrative tasks for technology deployment. Assisted with inventory organization and records management to support project execution.

Led onboarding and training for QA agents (25+), ensuring compliance requirements and interaction standards were met. Reviewed agent reports to generate actionable insights that improved client satisfaction across multiple projects and managed daily workload distribution and payroll to meet contractual throughput.

Earned a High School Diploma through Florida Virtual School.

Completed CAD drafting coursework through Penn Foster Career School.