CLIFF MAHAN

• Managed customer inquiries and resolved issues to enhance satisfaction and retention.
• De-escalated and resolved customer complaints with punctual, polite and professional service.
• Led initiatives to streamline communication between departments, enhancing collaboration.

• Clarity in communicating and keeping conversations productive.
• Problem solving and flexibility.
• Technical proficiency of products and services.
• Utilizes Serv to monitor chat times versus phone times to move resources for the needs of the business.
• Monitors agent adherence for scheduled tasks and handle times, ensuring the best customer experience.
• Documents all instances of being tardy, absences, extended lunches, and overtime accurately.

• Led team in achieving operational goals through effective scheduling and workflow management.
• Mentored junior staff to enhance performance and ensure adherence to company policies.
• Implemented process improvements that increased efficiency in inventory management procedures.
• Coordinated training sessions for new employees, fostering a culture of teamwork and collaboration.
• Monitored daily operations, identifying areas for improvement and implementing corrective actions.
• Conducted regular performance evaluations, setting clear expectations and providing constructive feedback.

• Supervisor of a 39-person team of forklift drivers.
• Plan employee weekly schedules and work areas.
• Implemented a forklift process which lowered labor hours by 25%.
• Ability to quickly assess situations and handle them efficiently.
• Liaison between management and employees to maximize communication and focus.