Sr. Customer Service Team Manager
Sr. Customer Service Team Manager Cathy McMillan manages the day-to-day operations of Empyrean’s service team, ensuring assigned call center resources serve as both customer advocates and an integrated extension of each client’s HR and benefits function. She is passionate about providing the highest quality of service possible, setting new service standard benchmarks and equipping her team with the tools and support necessary to quickly resolve participant inquiries and issues.
Prior to joining the Empyrean team in 2016, Cathy spent more than 15 years at management consulting giant Mercer, ultimately serving as a Sr. Team Lead and managing a team of over 150 call center supervisors and representatives. Her leadership led to the improvement of all call center metrics, and she played an integral role in driving process change that contributed to this success.
In her role at Empyrean, Cathy employs a positive and proactive approach to problem solving. She not only closely monitors the success and performance of her team, but also keeps a close eye on any trends that emerge at the account level as well as in the market as a whole.