Customer Service Project

Jeffry E. McGee

**** ******** ***** ************, ** 37128 615-***-**** ***********@***.*** www.linkedin.com/in/jeffrymcgee

Qualifications for Business Analyst

Proven, results-driven professional with extensive global experience providing IT management and project leadership, including systems implementation, process improvement, and budget development and management. Possesses strong technical, analytical, problem solving, and communication skills as well as a successful track record of completing projects/tasks on time and ahead of schedule, meeting and exceeding internal/external goals, and aligning IT and business functions to drive both productivity and profitability. Dedicated and detail-oriented leader who is adept at supporting and maintaining IT infrastructures; promoting teamwork and motivating staff; and overcoming challenges in a dynamic and fast-paced environment. Speaks Japanese; worked and lived in Japan for 13 years. Core competencies include:

Operations Management Contract Negotiations Expense Control Implementation Team Building & Facilitation

Project Management Strategic Planning Budgeting Risk Management Systems Maintenance & Support

Select Highlights

Manages Lean/Six Sigma processes, increasing profitability approximately 8-10%, generating more than $600,000 in sales per week, and reducing customer wait time to less than 60 seconds more than 80% of the time.

Successfully managed ~10 implementation budgets (each more than $4,000,000) and consistently completed implementation projects at ~15% under budget.

Saved tens of thousands of dollars by leading a team on a software license reconciliation and registration project.

Facilitated the continuation of multimillion-dollar implementation projects by successfully negotiating the removal of a company account’s credit hold status with vendors.

Directly contributed to supporting a 300% staff increase and the development of a new line of insurance products by managing and completing a project that added ~1,000 PCs to the company infrastructure six weeks ahead of schedule.

Instrumental in driving 25% company growth by overseeing the replacement and expansion of a company’s network infrastructure.

Developed and implemented a company’s Business Continuity Management (BCM) program; eliminated redundancies in BCM documentation by rewriting and redesigning documentation templates.

Led a multinational team to complete a PC hardware and software replacement project four weeks ahead of schedule.

Professional History

The Kroger Company Nashville, Tennessee 2010–present

An $82-billion retail company; one of the largest grocery retailers in the US

Co-Manager

Skilled in Managerial, Merchandising, Leadership, Inventory Control, Risk Management/Loss Prevention, Opening and Closing Procedures, and Customer Service; runs a multi-million dollar operation with ~80 staff; key member of a high performance team that creates a positive and engaging work environment where hard work and results provide endless opportunities for future success.

Manages all aspects of the business, increasing EBITDA (Earnings Before Interest, Taxes, Depreciation, and Amortization) 2.5%.

Saved more than $100,000 by implementing emergency loss mitigation procedures as a result of record storm damage.

Jos. A. Bank Clothiers Murfreesboro, Tennessee 2009–2010

One of the nation’s leading retailers of men’s classically-styled clothing

Department Manager

Achieved sales goals by assisting customers through product knowledge, communication and interpersonal skills. Oversaw the visual presentation and organization of merchandise for all departments within the store.

Managed four staff in providing platinum level customer service; cashiering activities in areas of purchases, returns, and exchanges; enforcing company and store policies, including risk management/loss prevention; and coordinating inventory control, receiving, merchandising and store maintenance.

Jeffry E. McGee

615-***-**** ***********@***.*** 2 of 3

Crye-Leike Realtors Murfreesboro, Tennessee 2006–2009

A $6-billion real estate company; largest in the Mid-South and fourth largest in the US

Real Estate Consultant

Provided consulting to real estate buyers and sellers; negotiated contracts; and oversaw transactional details. Generated and solicited business by meeting/networking with and marketing to potential customers through direct mail, phones calls, Internet sites, and advertising. Developed, monitored, controlled, and reported business plans, operating budgets, P&L statements, expense reports, and invoices. Managed the purchase and sale of existing and newly constructed homes and projects. Evaluated and purchased vendor products and services.

Built a high-performance team that successfully doubled sales in the first quarter of 2008. Ranked #17 out of 45 agents during first year with the company.

Community Health Systems Brentwood, Tennessee 2003–2006

A $4-billion general acute care hospital operator in 28 US states

IS Purchasing Manager

Directed the department’s HMS implementation budget and cost control functions; tasked with developing, monitoring, and controlling comprehensive budgets (in excess of $4 million) and reducing implementation costs. Collaborated with department leadership and 130 facilities across 28 states. Analyzed, developed, and implemented cost control and reduction measures. Presented financial updates to mid- and senior-level management. Reconciled invoices. Led equipment and service purchases (per budget). Established and managed vendor relationships, contracts, software licenses, and service level agreements.

Served as the key team member who initiated the redesign of purchasing and receiving policies/procedures.

Oversaw the Microsoft Project 2007 implementation initiative, which provided project managers and implementation teams with advanced project management capabilities.

Utilized HMS Materials Management and business office applications.

Deutsche Securities Ltd. Tokyo, Japan 2002

A $25-billion financial institution in 76 countries

Business Continuity Management (BCM) Analyst

Rewrote and implemented the organization’s BCM program. Reviewed and analyzed program documentation, eliminated redundancy, and redesigned documentation templates to improve accuracy, clarity, and overall readability, which contributed to employee time and cost savings. Planned and organized the BCM documentation and testing program; oversaw implementation and testing procedures; and facilitated and chaired meetings with product managers to successfully integrate and complete the project on time.

Directed the roll-out and deployment of a software upgrade for more than 150 PCs in the disaster recovery center.

Tokyo Aoyama Law Office (Baker & McKenzie) Tokyo, Japan 1999–2002

A world-leading, $1.8-billion global law firm in 38 countries

Systems Administrator

Managed the Windows NT information systems and 3COM Ethernet network. Analyzed and designed the computer network to increase reliability and decrease latency. Planned and managed hardware and software replacement activities.

Significantly increased/improved productivity and uptime, while reducing help desk trouble calls, by organizing and facilitating computer training for more than 150 employees.

Zurich Insurance Company Tokyo, Japan 1995–1999

A $26-billion insurance company in 50 countries

Section Chief, PC Support

Tasked with replacing the company’s computer hardware and software. Conducted research/analysis on the company’s network; resolved connection and latency issues. Authored and delivered a firewall penetration test presentation at the company’s security conference; maintained and kept the security program on schedule. Designed and managed the call center project delivered the project six days ahead of schedule. Oversaw the build and maintenance of ~1,000 additional computer workstations.

Provided oversight for network penetration tests; uncovered, identified, and resolved a network vulnerability issue. Authored and presented a firewall penetration test presentation at Zurich’s global security conference.

Was a key team member on an IBM Token Ring, ATM, and Ethernet network redesign and infrastructure replacement.

Jeffry E. McGee

615-***-**** ***********@***.*** 3 of 3

United States Navy Middle East Asia, South Asia, Asia Pacific 1990–1994

World’s largest and most powerful military force

Intelligence Specialist

Served as an Operational Intelligence Specialist. Wrote ~500 intelligence summaries and advisories and planned, organized, and presented more than 1,000 daily intelligence briefs for US and allied forces (as well as the President of the United States). Earned numerous awards and commendations.

Awarded Joint Service Achievement Medal for exceptional meritorious service as Air Analyst and Mission Support Officer/Pacific Analyst.

Awarded Navy Achievement Medal for exemplary performance of all-source intelligence collection, analysis, and fusion under sustained combat conditions during Operation Desert Storm.

Education & Development

Master of Arts, Liberty University

Bachelor of Science in Business, Wayland Baptist University

Training/Development: Personal Growth Strategies, Brian Tracy International; Kroger Management Development training; Project Management training, RHI; Time Management training, Anthony Robbins Companies; Japanese Language, ARC Academy (Tokyo, Japan); Computer Security, SANS.org; Windows NT 4 MCSE Training, Scholars.com; extensive US Navy Operational Intelligence Training

Technical Summary: MAC OS X, Microsoft Windows, Microsoft Office, Lotus Notes, and Internet

Certifications/Licenses: MCP in TCP/IP and Networking Essentials

Affiliations: Project Management Institute (PMI), Project Management Institute - Nashville

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