Terron McGee
404 Rutledge St,IL
Summary
Dynamic Service Manager at First Communications Group, recognized for enhancing customer satisfaction through effective team leadership and conflict resolution. Spearheaded training programs that elevated service quality and operational efficiency. Leveraged critical thinking to drive strategic initiatives, ensuring alignment with organizational goals and fostering a positive service culture.
Overview
10
10
years of professional experience
Work History
Service Manager
First Communications Group
Oakbrook Terrace, Illinois
01.2018 - Current
- Led service team to enhance customer satisfaction through streamlined communication and efficient issue resolution.
- Implemented best practices in service delivery, resulting in improved operational efficiency across departments.
- Developed training programs for staff to ensure consistent service quality and adherence to company standards.
- Monitored performance metrics to identify areas for improvement and drive strategic initiatives for service enhancements.
- Collaborated with cross-functional teams to align service goals with organizational objectives and customer needs.
- Managed escalated customer issues, employing conflict resolution techniques to maintain positive relationships and resolve concerns swiftly.
- Increased team productivity with introduction of new performance management system, focusing on individual strengths and areas for improvement.
Service Crew Member
Comcast, Xfinity
Naperville, Illinois
09.2015 - 12.2017
- Managed customer orders efficiently and accurately, ensuring high satisfaction levels.
- Trained new team members on service protocols and operational standards.
- Monitored service quality and provided feedback to improve team performance.
- Assisted in scheduling shifts to optimize workforce efficiency during peak hours.
- Managed approximately 30 incoming calls, emails and faxes per day from customers.
- Enhanced customer satisfaction by providing efficient and friendly service.
- Collaborated with team members to meet high standards of service during peak hours.
- Adhered to company policies and procedures consistently, contributing to a positive workplace culture.
Education
Associate of Arts - Business Administration And Management
Moraine Valley Community College
Palos Hills, IL05.2002
Skills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Critical thinking
- Employee training and development
- Conflict resolution
Accomplishments
- Supervised team of 10 staff members.
- Resolved product issue through consumer testing.
Timeline
Service Manager
First Communications Group
01.2018 - Current
Service Crew Member
Comcast, Xfinity
09.2015 - 12.2017
Associate of Arts - Business Administration And Management
Moraine Valley Community College