Antoinette Mc Kenzie
About Antoinette Mc Kenzie
Antoinette Mc Kenzie is the Sr. Operations Director at MassMutual in Jacksonville, Florida, with extensive experience in customer support and operations management across various companies.
Current Role at MassMutual
Antoinette Mc Kenzie serves as the Sr. Operations Director at MassMutual in Jacksonville, Florida. In this capacity, she successfully led the national rollout of subscription-based services, demonstrating a strong ability to oversee and implement large-scale initiatives.
Previous Experience at Instacart
From 2018 to 2020, Antoinette Mc Kenzie was the Director of Customer Support at Instacart in the Greater Atlanta Area. During her tenure, she launched and scaled two global call center operations, which significantly improved customer satisfaction and revenue retention.
Role at Worldpay and Hotwire Communications Ltd
Antoinette Mc Kenzie worked as the Director of Operations at Worldpay from 2017 to 2018, following her tenure as the General Manager of Customer Service at Hotwire Communications Ltd from 2016 to 2017. Both positions were held in the Greater Atlanta Area. In these roles, she achieved record-setting results in sales and improved performance in BPO.
Experience at Verizon Telematics and State Farm Insurance
From 2012 to 2015, Antoinette Mc Kenzie served as the Sr. Sales Call Center Manager at Verizon Telematics, Inc. in the Greater Atlanta Area. Prior to that, she was the Operations Manager at State Farm Insurance from 2007 to 2012, based in the Jacksonville, Florida Area. She consistently improved contact handling efficiencies and employee engagement.
Educational Background
Antoinette Mc Kenzie holds a Bachelor’s Degree in Accounting and Business/Management from Nazareth College. She also earned an Associate’s Degree in Accounting from Monroe Community College, laying a strong academic foundation for her extensive career in operations and customer support.
Expertise in Customer Service and BPO Management
Antoinette Mc Kenzie is recognized for her expertise in managing and scaling in-house Customer Service Teams and multiple outsourced BPOs across various locations. Her career is marked by consistent improvements in contact handling efficiencies, cost reductions, and high-performance in contact center environments.