Brian McCray
Laurel,MD
Summary
A lifelong car enthusiast with a personal passion for all things automotive. Over 30 years of customer service experience mastering multi-tasking in various positions as a scientific administrator, call center representative for HVAC repairs/sales and ATM repairs, auto parts counter sales associate, and as a vehicle emissions tester with a proven track record of leadership in managing teams, streamlining processes, and delivering operational excellence. Provide technical guidance to customers in simple and easy to understand language. Utilize conflict resolution with customers through patience, empathy, active listening and problem-solving skills. My strong customer service skills, combined with my technical understanding of vehicles, would make a great fit for your service advisor team.
Overview
16
16
years of professional experience
Work History
Lead Administrative Officer
Food and Drug Administration
01.2019 - 01.2025
- Update staff and customers (prominent scientific researchers) routinely on the progress of all pending tasks from beginning to completion.
- Communicate resolutions to issues, and when appropriate, the rationale for the resolution along with any alternative options with staff and customers.
- Build strong relationships with staff and customers at all levels of the organization to earn their confidence.
- Schedule meetings to advise staff on how to utilize time management skills to prioritize tasks, leading to increased productivity.
- Consult with Federal experts on the best practices to maintain regulatory compliance.
- Educate staff and customers effectively (orally and in writing) through training to explain policy and regulations and respond to inquiries from staff and customers.
Administrative Officer
National Institutes of Health
01.2009 - 01.2019
- Demonstrate proficiency in Microsoft Office Suite, specifically in creating and presenting complex reports, resulting in a 90% positive feedback on presentation quality.
- Design and implement a new system for tracking office space for staff and customers.
- Negotiate with vendors to eliminate shipping costs on supplies, saving over $40K annually.
- Anticipate and problem-solve issues and concerns that will impact customers and staff.
Call Center Representative
BGE Home and Loomis Fargo
- BGE Home: Answer customer questions, up sell service policies and schedule service calls. Utilize conflict resolution with customers through patience, empathy, active listening and problem-solving skills.
- Loomis Fargo: Answer customer questions and dispatch technicians to repair ATMs.
Auto Parts Counter Associate
World Import Auto Parts
- Answer customer questions, assist with ordering parts, provide information, process transactions, and maintain inventory.
Vehicle Emissions Tester
Maryland MVA
- Answer customer questions, perform tests on vehicles to measure the amount of pollutants emitted by the engine and ensure they meet environmental standards.
- Consult with customers of any test failures and provide detailed guidance on their options to obtain a resolution.
- Utilize conflict resolution with difficult customers through patience, empathy, active listening and problem-solving skills.
Skills
- First Class Customer Service
- Organizational Skills
- Problem-Solving
- Effective Oral and Written Communication
- Meeting Sales Goals
- Proficient in MS Word
- Proficient in Excel
- Critical Thinking
- Effective Time Management
- Administrative Operations
- Leadership & Mentorship
- Negotiation
- Procurement & Reconciliation
- Minor Vehicle Restoration
Key Professional Accomplishments
Exceed customer service surveys allowing me to achieve receiving multiple cash and time off awards each year for outstanding customer service from my supervisor.
Timeline
Lead Administrative Officer
Food and Drug Administration
01.2019 - 01.2025
Administrative Officer
National Institutes of Health
01.2009 - 01.2019
Call Center Representative
BGE Home and Loomis Fargo
Auto Parts Counter Associate
World Import Auto Parts
Vehicle Emissions Tester
Maryland MVA
Similar Profiles
Jose Juan GalvezJose Juan Galvez
Deputy Director at Office of Strategic Programs (OSP) / Center for Drug Evaluation and Research (CDER) / Food and Drug Administration (FDA)Deputy Director at Office of Strategic Programs (OSP) / Center for Drug Evaluation and Research (CDER) / Food and Drug Administration (FDA)
Helen EikenberryHelen Eikenberry
Ethics Advice Attorney at U.S. Food and Drug Administration (FDA)Ethics Advice Attorney at U.S. Food and Drug Administration (FDA)
Krystal PinkneyKrystal Pinkney
Office Operations & Travel Program Specialist at U.S. Food and Drug Administration (FDA)Office Operations & Travel Program Specialist at U.S. Food and Drug Administration (FDA)
Katrina MitchellKatrina Mitchell
HUMAN RESOURCES SPECIALIST (LER) at U.S. Food and Drug Administration (FDA)HUMAN RESOURCES SPECIALIST (LER) at U.S. Food and Drug Administration (FDA)
Lonell WilliamsonLonell Williamson
Senior Closeout Specialist - Project Manager at Jefferson Solutions – Department of Transportation Federal Railroad AdministrationSenior Closeout Specialist - Project Manager at Jefferson Solutions – Department of Transportation Federal Railroad Administration