Customer Service Management
Resume:
Cathy McCray
Email: *********@********.***
Address: *** ***** **
City: GREENVILLE
State: SC
Zip: 29607
Country: USA
Phone: 864-***-****
Skill Level: Director
Salary Range: 80
Willing to Relocate
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Cathy McCray
Management and Training Expert
155 Ridge Road #1202
Greenville, SC 29607
*********@********.***
864/275-1615
Detail oriented multi-tasker, with exemplary organization and process improvement skills. Outstanding communicator with the ability to articulate and persuade both verbally and in writing with strength, clarity and style. Easily relates to people from diverse backgrounds and all walks of life with tact and diplomacy.
Expertise
Training and Development
Strategic Planning and Analysis
Process Improvement
Quality Control and Assurance
Proposal Development
Budget Planning and Cost Control
Lean Six Sigma Experience
Transformational Leadership
Education
North Greenville University, MBA - Human Resource Management
Greer, SC June 2010 - Present
Villanova University, Lean Six Sigma Greenbelt
Villanova, PA October 2010 - Present
Georgia State University, BBA - Decision (Management) Science
Atlanta, GA 1993
Experience
Management
Saved two companies a total of $78,000 in employee wages through efficiency improvements.
Prevented profit loss by successfully implementing time management procedures, communication effectiveness practices and improved team cohesiveness among corporate maintenance employees.
Ability to offer a unique blend of transformational leadership and cultural change management knowledge and analytical abilities that combine efficiency with creative imagination to produce bottom-line results.
Proven success in planning, directing and coordinating staff activities to maximize cost options and produce optimal outcomes.
Operations
Increased store profits by 27.7% in 6 months through the use of Lean 5S methods, reduction of inventory losses, realignment of work schedules, retraining and cross training employees, increasing focus on customer satisfaction and product quality taking the company from the #11 ranking to #1.
Increased package tracking from 82% captured to 97.3% captured in 3 months, resulting in increased company profit and level of customer satisfaction.
Increased inventory savings by $91,000 through the successful implementation of vigorous inventory controls, technical training and supplier price point negotiation.
Training and Development
Expertise in explaining complex concepts to non-technical training participants. Skilled in developing training programs deploying the latest practices and concepts including organizational development, motivation theory and learning theory.
Successfully developed and delivered training for independent driving contractors resulting in reduced set-up and turnaround times.
Incorporated field experience and technical knowledge into learner centered presentations emphasizing interactive, hands-on coaching for a diverse range of clients including non-profit, government and real estate business sectors.
Developed and delivered training courses covering a variety of topics, including: Financial Management, Career Development, Sales and Marketing, Prospecting, Real Estate Law
Work History
United States Postal Service - Greenville, SC 2007-Present
Automation Clerk
Victory Plus, Inc. - Greenville, SC 2004-2007
Founder/Executive Director
Office resource management and business development including grant proposals, financial reporting, project management and coordinating Board of Director relations.
Victory Realty, Inc. - Greenville, SC 2004-Present
Owner/Broker
Visionary leader responsible for staff development and training, marketing and increasing market share, and escrow account management.
Greenville Technical College - Greenville, SC 2005 - 2006
Adjunct Instructor
Delivered innovative person-centered training including financial management, personal and professional development.
FedEx Home Delivery - Greer, SC 2001-2004
Operation Supervisor/ Service Supervisor-Promoted from 2 positions in 30 days
Managed a diverse team of 6 operation workers and 2 administrative clerks and 17 drivers while maintaining challenging production numbers. Responsible for handling all customer service issues, driver training, audits, and package delivery routing.
QuikTrip Corporation - Atlanta, GA 1997-2001
Real Estate Coordinator
Managed commercial real estate office and daily operations including data analysis, and customer service store auditor team management.
Facility Support Coordinator
Managed a team of 23 maintenance employees including tracking inventory levels, shipping and receiving, accounting and bill payment, office management, and independent contractor coordination. Promoted to Real Estate Coordinator.
Assistant Store Manager
Managed store inventory, cash
control, employee training, motivation and production. Promoted to Facility Support Coordinator.
United Parcel Service - Atlanta, GA 1989-1996
Industrial Engineering Supervisor
Improved efficiency and loss prevention efforts through analysis of handling processes and development of training programs
addressing proper package handling and safety protocols.
Premier Pizza - Atlanta, GA 1988-1996
Store Manager
Assumed responsibility for under-performing location and implemented strategic improvements resulting in increased profitability. Accomplished results through the successful management of store inventory, cash control, employee training, motivation and production.
Unites States Army Reserve - Columbia, SC 1986-2007
NCOES Leadership Instructor
Instructed Non-Commissioned Officers on leadership and communication skills, supply and logistics, and crisis situation management.
Affiliations and Recognition
South Carolina State University Business Woman of the Year
Society for Human Resources Management (SHRM)
ASQ Quality Association Member
Main Street Chamber of Commerce
Toastmaster Member
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