Customer Service Supervisor - High-Volume Operations Leader

TIM MCGHEE

**** ********* ****** ** ******, GA **082 · 678-***-**** · ***********@*****.*** https://www.linkedin.com/in/tim-mcghee/

SUMMARY

Dynamic Customer Service Supervisor with extensive experience guiding teams in high-volume operations, driving measurable improvements in performance metrics, customer resolution quality, and retention. Skilled in personalized coaching, escalation management, KPI analysis, and targeted training initiatives that balance superior CX with efficiency and accountability. Committed to building engaged, high-performing teams that align with core company values and deliver consistent, scalable results.

WORK EXPERIENCE

THE HOME DEPOT

Supervisor, Customer Solutions Operations 2016 - Present

●Led and coached a team of 10–13 Customer Solutions Operations associates, driving high-quality, values-based service while supporting talent development; promoted 4 associates into other lines of business within The Home Depot.

●Managed full performance lifecycle (onboarding, attendance, evaluations, coaching, and corrective action), maintaining engagement and accountability during periods of change and high-volume demand (up to 250 cases per week).

●Analyzed KPIs and operational metrics to drive continuous improvement, reducing Average Handle Time by 15%, improving Time to First Response by 25 minutes, and increasing First Contact Resolution by 12%.

●Resolved escalated, high-visibility customer issues through cross-functional collaboration with internal teams, vendors, and external partners, protecting brand reputation and customer trust across social platforms.

●Demonstrated enterprise leadership beyond core role by serving as Development Committee Captain and Military Appreciation Group Communications Director; planned and facilitated 8 development sessions for 50+ associates and led communications and event coordination for on-site and off-site initiatives, including Atlanta Airport events.

Operations Resolution Expediter 2013 - 2016

●Handled high-volume customer interactions across phone, email, and social channels, resolving 101–114 cases weekly and responding to 117–130 emails.

●Consistently exceeded productivity targets, averaging 2.76 RPH against a 2.20 goal, with a peak performance of 3.14 RPH.

●Independently diagnosed and resolved customer issues end to end, including installations, parts inquiries, and technical troubleshooting.

●Partnered directly with merchants, vendors, and manufacturers to deliver accurate, first-contact resolutions and timely follow-up.

TCBY FRANCHISE

Franchise Owner 1998 - 2013

●Led end-to-end operations of a high-volume, customer-facing business generating $325K–$390K in annual revenue, delivering 11% average year-over-year growth through strong service standards and associate coaching.

●Managed workforce planning, hiring, scheduling, and training for 6–10 seasonal associates, balancing staffing levels to maintain service quality while keeping payroll 6% under budget.

●Drove operational efficiency by maintaining food costs 3% below average through performance monitoring, process adherence, and targeted associate training.

●Built and maintained partnerships with corporate leadership, peer operators, schools, and local businesses to support promotions, issue resolution, and community engagement.

●Executed local marketing initiatives with schools and community partners, increasing sales by an average of 8% per promotion while strengthening customer loyalty.

TCBY SYSTEMS, INC TCBY

District Manager, Training Manager and Manager 1987 - 1998

●Led multi-site operations for 6 corporate locations with a combined staff of 90 associates, ensuring consistent execution of service, quality, and operational standards.

●Recruited, trained, and developed associates and store leadership; conducted bi-annual performance evaluations for 6–8 Store Managers focused on improvement and engagement.

●Coached leaders on cost control, scheduling, and productivity while monitoring performance metrics across labor, food cost, and customer experience.

●Conducted weekly store visits and formal monthly assessments to identify gaps, share best practices, and drive continuous improvement.

●Designed and delivered classroom-style operational training for 40 Atlanta-area stores and supported the successful opening of 4 new locations.

FLOWERS INDUSTRIES / BROWNSTONE OVENS

Manager 1985 - 1987

●Responsible for two stores’ daily operations.

EDUCATION: Baptist University of America, Bachelor of Science Degree in Theology

SKILLS: KANA, Salesforce, SAP, Microsoft Office

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