Customer Service Manager

KIENNA H. McGEE

**** ****** *** **., *********, NC 28214

Cell: 704-***-**** - Email: ************@*****.***

SUMMARY

Positive and energetic professional in search of a career which is intellectually stimulating and assignments require problem

solving skills. Ability to utilize excellent interpersonal and organizational skills is a must. The desired position must provide the

ability to expand experience in business related measures such as human capital and finances in efforts to develop further

knowledge of areas that largely affect organizational success.

EDUCATION

UNIVERSITY OF NORTH CAROLINA AT CHARLOTTE DECEMBER 2006

Bachelor of Arts Major: Psychology Overall GPA: 3.1 Charlotte, North Carolina

Minor: Child and Family Development

UNIVERSITY OF PHOENIX ONLINE DECEMBER 2012

Master of Science: Psychology Overall GPA: 3.6 Online

UNIVERSITY OF PHOENIX ONLINE

Doctor of Philosophy in Industrial/Organizational Psychology OCTOBER 2013-

CURRENT

COMPUTER SKILLS

Microsoft Office, TotalView Data Management Systems, Learning Management Systems

WORK EXPERIENCE

COMMUNICATIONS COORDINATOR JANUARY 2014-

CURRENT

Efficio, Inc. Charlotte, North Carolina

• Create events and marketing strategies to increase community knowledge of services

• Create writings used for blog content

• Communicate with clients/students and prospects to offer consumer support at all levels

TEAM SUPERVISOR/LEAD TRAINER NOVEMBER 2010-

NOVEMBER 2013

Connextions, Inc. Charlotte, North Carolina

• Conduct interviews with 2nd level candidates for vacant customer services positions

• Train newly hired learners in account procedures, policies, and call handling skills

• Correspond with client executives to update vendor site with new policies and procedures

• Create and organize training material to facilitate to learners for any up skill training needs

• Train and develop new trainers on effective training practices for adult learners

• Supervise a team of 50 customer service agents to meet key performance indicators per company standards

• Audit and Evaluate agent phone calls to ensure quality performance and assess training areas of opportunity

• Issue corrective actions when needed in efforts to ensure structure and consistency

• Promote positivity and flexibility in a rapidly changing call center environment

LEAD MENTAL HEALTH TECHNICIAN, QP OCTOBER 2007-

MAY 2010

Universal Health Services Inc./Keys of Carolina Charlotte, North

Carolina

• Provides service excellence through a structured safe and therapeutic environment

• Facilitate daily skill groups and programs for the consumer

• Provide re-direction and consistency for the consumer

• Assist consumers in developing strategies for coping with a genre of issues and illnesses, in attempts to encourage and

enhance interpersonal relationship skills as well as basic life and pro social skills.

• Supervise a milieu of three mental health techs, and 12 female consumers

• Monitor and maintain compliance with staff-consumer ratio

ASSISTANT FRONT END MANAGER JUNE 1999 -

AUGUST 2005

Winn-Dixie Stores Charlotte, North Carolina

KIENNA H. McGEE

5423 Eneida Sue Dr., Charlotte, NC 28214

Cell: 704-***-**** - Email: ************@*****.***

• Managed and supervised 25 associates to increase productivity, profitability, and customer service levels, in front-end

operations.

• Reconciled office reports, and performed cashier audits to monitor and maintain all company based cash policies.

• Successfully trained new cashiers on customer relations and cash handling.

CERTIFICATIONS

• Qualified Professional MH/SA/DD

• Trainer 1 Certified

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