MICHAEL MCGEE

*** ****** ****** #**, ***********, Il. 60106

630-***-****

acn3bo@r.postjobfree.com

PROFESSIONAL SUMMARY

Sr. Mgr. Call Center (Customer Service). Bringing extensive experience in retail and e-commerce

customer service management, warehousing and fulfillment, retail store management, sales management

and training. Expertise in brick & mortar and e-commerce operations, troubleshooting, process

improvement, and compliance.

PROFESSIONAL EXPERIENCE AND SELECTED ACCOMPLISHMENTS

FANATICS INC (formerly Dreams Retail), Northbrook, IL 2012-2014

Sr. Quality Assurance Manager

Responsible for quality assurance for customer service, sales and warehousing, inventory control, 12

retail stores, loss prevention, as well as liaison to the Better Business Bureau and States' Attorney

General's offices. Staff of 35, 150 seasonal, five direct.

Establish quality assurance program corporate wide.

Maintained 99.89% inventory accuracy.

Performed 15 store and bank audits annually for inventory and cash.

Uncovered more than $1 million in incorrect inventory within 90 days.

Independently monitored customer service phone calls and email improving average agent scores from

50% to 80% within three months.

Member of the SOX compliance team.

Maintained A+ BBB rating.

DREAMS RETAIL, Morton Grove, IL 2004-2012

Sr. Quality Assurance Manager (2011-2014)

Quality Assurance Manager (2008-2011)

Responsible for quality assurance for customer service and sales. Staff of two.

Created process to connect with customers within 24 hours to monitor back orders reducing order

cancellations and negative feedback.

Created process to eliminate multiple mis-shipments, reducing shipping errors 35%.

Led project to create video-based training and onboarding program increasing employee success rates

and efficiencies.

Created monitoring program for all customer communication which increased sales and customer

satisfaction by 20%

Customer Service/Sales Manager (2004-2008)

Managed call center and sales staff as well as large corporate sales customers. Staff of 21.

Successfully handled large corporate sales totaling approximately $350,000 for 12 month period.

Managed more than 750,000 calls annually.

Created accelerated training program and materials reducing turnover by 25%

HARLEM FURNITURE, Lombard, IL 1993-2003

Customer Relations Manager (1998-2003)

Responsible for resolving customer complaints escalated beyond the customer service management staff

as well as various projects and aspects of customer support management and delivery services.

Disposition Manager (1995-1998)

Coordinated handling of returned and damaged merchandise for nine retail locations as well as assessing

damages and developing strategies to minimize losses and maximize profitability. Staff of six.

Operations Manager (1994-1995)

Facilitated the receiving, pricing, and displaying of all furniture and accessories for 120,000 square foot

showroom and clearance center. Staff of up to 25.

Senior Assistant Store Manager (1993-1994)

JUST OAK, Lake Zurich, IL 1992-1993

Store Manager

NEW ANTIQUES, Streamwood, IL 1991-1992

Store Manager

BIG SUR WATERBEDS, Dayton, Ohio 1990,1991

Salesperson/ Management Trainee

CONTINUING EDUCATION

* Emotional Drivers of Employee Engagement Dale Carnegie Training 2013

* How to Persuade, Motivate and Influence SkillPath Seminars 2013

* Developing Lasting Relationships SkillPath Seminars 2013

* Leading Change SkillPath Seminars 2013

* Becoming Customer-Centric Lisa Ford2012

* Destruction of the Silos Franny Knight 2012

* Clutch Leadership Paul Sullivan2012

* Leanly Managing Your Domains Rob McCoy 2012

* Finding the Time to be a Leader Mark Murphy www.leadershipiq.com 2012

* Leadership Skills Anderson Training and Consulting 2011

* Time Management Training Dr Jan Yager 2011

* The REAL Truth about Leadership Success Garrison Wynn 2011

* Exceptional Customer Service .6 CEU Fred Pryor www.pryor.com 2010

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