Nina Mc Clain
About Nina Mc Clain
Nina Mc Clain is the Vice President of Customer Care at Ingram Content Group, overseeing a team of supervisors and associates in the call center.
Company
Nina Mc Clain is currently employed at Ingram Content Group, serving as the Vice President of Customer Care. Ingram Content Group is a prominent global distribution and publishing company offering a wide range of services in the content industry, including book distribution, print-on-demand, and digital content solutions.
Title
Nina Mc Clain holds the position of Vice President Customer Care at Ingram Content Group. In this executive role, she is responsible for overseeing the customer care operations, ensuring high-quality service delivery, and handling escalated customer concerns.
Education and Expertise
Nina Mc Clain studied at Middle Tennessee State University (MTSU), where she focused on Organizational Leadership. She earned a Bachelor of Professional Studies, equipping her with the skills and knowledge necessary for her role in managing and leading teams within a corporate environment.
Role Managing Call Center Operations
Nina Mc Clain manages the onset of 24/7 operations of the call center at Ingram Content Group. She oversees a team of seven supervisors and more than 70 associates, ensuring efficient and effective service delivery around the clock. Under her leadership, the call center has operated smoothly, with her involvement in monitoring service levels daily and handling escalated customer issues.
Budget Management and Training Initiatives
Nina Mc Clain has successfully achieved departmental budget savings ranging from 3% to 8% year over year while maintaining high service standards. She is also responsible for planning and managing various training opportunities for call center associates, fostering skill development and enhancing overall performance within her team.