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Customer Service Manager

Raleigh, NC
April 26, 2014

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RACE MCGEE Training Manager & Management


Operations Management ~ Process

Improvement ~ Training & Leadership

Highly skilled Manager and Consultant with an impressive track record of

delivering strategies and process improvements that result in high-level

customer service and operational efficiencies. Key contributor to strategic

planning, project, performance, and change management, including quality

improvement training and coaching for large organizations. Strong knowledge

of Human Resource practices that accelerate engagement and develop

performance recognition, with experience hiring, leading, training,

evaluating, and coaching staff. Areas of Expertise include:

Strategic Planning Process Improvement Project & Program

Performance Analysis Business Analysis Management

Technical Writing

Contract Negotiations Employee Engagement Coaching & Mentoring

Communication Strategy Training & Development Group Facilitation

Administrative Management Written & Oral Communication Safety & Health


Professional Experience

HCL AMERICA ( Cary, NC ( 2011 - 2014

Business Analyst

Managed software and domain training initiatives as well as contributed to

business requirement gathering to create artifacts for client and

programmers. Collaborated with client as well as functional and development

teams to generate project artifacts on time. Wrote test scripts and

performed software applications regression testing. As Training Manager,

planned and executed training plans to meet the technical instruction needs

of clients and company staff. Identified needs by conducting skill gap

assessment, reviewing training evaluations, and generating lessons learned.

Key Accomplishments:

. Maintain training evaluation score of 4.6 or higher (on a 5 point scale).

. Deliver engaging, comprehensive sales presentations to prospective


WITH GRACE & ASSOCIATES ( Charlotte, NC/Olympia, WA/Jackson, MS ( 2005-2010

Principal Consultant

Provided consultation services to non-profit and government agencies for

advancing customer service performance excellence. Gathered and analyzed

customer requirements and conducted research to generate relevant solutions

and strategies for improving organizational performance. Developed and

delivered instructor-led training (soft skills user and train-the-trainer),

project management, meeting and retreat facilitation, and customer service

evaluation. Solicited for contracts (RFP/RFQ responses).

Key Accomplishments:

. Raised government agency from #15 to #1 in customer care quality ratings.

. Twice recruited by the US Department of State and provided wildly

successful consultation services and project management to two foreign

governmental agencies.

BETHEL CWOM ( Olympia, WA ( 2008-2010


Planned, directed, and coordinated the development and implementation of

essential policies and office procedures to improve general office

operations. Monitored service contracts, customer service, and office

duties to identify areas of improvement and develop appropriate

strategies. Coordinated and trained volunteers and organization leaders

to deliver exceptional, knowledgeable service and information to clients.

Hired to improve office management and communication, recognized for

proven ability to implement strategies that positively affect change in

these areas. Served as the single point of contact for all ministry

functions to ensure coordination and consistency of service.

Grace McGee, resume page 2

Professional Experience, continued


Senior Organizational Consultant

Consulted on agency's quality improvement initiatives and projects.

Formulated and presented recommendations, coordinated services, and

delivered analytical reports. Managed projects, reporting status to

executive leaders. Managed contracting process and monitored contract

deliverables. Presented seminars and workshops at state and national

conferences. Trained and coached process improvement teams on continuous

quality improvement and customer service excellence. Authored white papers

on workforce development issues. Executed nationally recognized customer

service program.

Key Accomplishments:

. Trained and coached Governor's Award winning process improvement teams.

. Received several achievement awards, including the "Stepping Out" award

for excellence in training and the "Extra Mile" award for leadership in

customer service excellence.


Safety Program Manager

Ensured compliance with the Washington Industrial Safety & Health Act,

interpreted relevant codes and regulations, and analyzed legislation to

determine fiscal and organizational impact. Developed accident prevention

strategies, safety and health courses, and orientations. Delivered safety-

related and HR-related (reasonable accommodation/ADA, violence in the

workplace, drug-free workplace) Managed workers' compensation claims,

representing the agency to the Board of Industrial Insurance Appeals in

claims appeals matters. Managed hazardous chemical communication and safety

committee programs, including oversight of staff and the safety and health


Key Accomplishments:

. Generated annual retrospective rating rebates.

. Streamlined data collection and reporting or more efficient claims


Education & Professional Development

Executive Master of Public Administration, University of Washington,

Seattle, WA

Bachelor of Liberal Arts, The Evergreen State College, Tacoma, WA


Group Facilitation Certification, State of Washington Department of


Performance Measures Trainer Certification, T.S. Marshall & Associates

Quality Improvement Trainer Certification (Quality Enhancement Simulation

Training), Prism & Associates

Consulting Phase 1, 2, & 3 Certification, State of Washington Department of


Train-the-Trainer Certification State of Washington Department of Personnel

Training Courses:

Project Management, Wake Technical Community College via Teach Path

Improving Operations and Customer Service, University of Washington Cascade

Center for Public Service

Performance Auditing, Institute of Internal Auditors Nisqually Chapter

Executive Management Program, University of Washington Cascade Center for

Public Service


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