Summary
Overview
Work History
Education
Skills
Affiliations
Languages
Accomplishments
Certification
Summer School Instuctor
STEM Camps
References
Timeline
Generic

Craig McPherson

Wichita,KS

Summary

Seasoned Customer Service Manager with deep understanding of customer relations and service operations. Strong problem-solving, leadership, and communication skills honed through management roles in diverse business settings. Proven track record in developing effective strategies that improve customer satisfaction rates and foster loyalty. Succeeded in transforming customer service departments into efficient, success-driven teams contributing to company growth. Proactive and versatile professional with a dedication to quickly adapting to new challenges. Strong problem-solving abilities and a proven track record of fostering strong relationships with clients and team members. Focused on supporting team success and achieving positive results. Knowledgeable Substitute Teacher committed to sharing knowledge and adapting lessons to allow children to succeed. Well-educated in identifying instructional methods and materials and creating classroom environment conducive to learning. Proficient in Microsoft Word and Excel. Innovative educator skilled in delivering tailored educational guidance and instruction. Known for high productivity, efficiently meeting learning objectives through effective planning and organization. Specialized skills include curriculum development, student assessment techniques, and adaptive teaching methods. Excel at communication, patience, and empathy, ensuring positive educational experiences and fostering an environment conducive to learning.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Customer Service Manager

Dillons Grocery Store
Wichita, Kansas
12.2020 - Current
  • Supervised customer service team to ensure high-quality service standards.
  • Managed customer inquiries and resolved issues efficiently in-store and online.
  • Trained new staff on customer service protocols and store policies.
  • Coordinated scheduling and staffing to maintain optimal service levels.
  • Implemented feedback systems to enhance customer satisfaction and experience.
  • Collaborated with management to refine operational procedures for better efficiency.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Assisted staff with resolving complex customer issues and implementing targeted solutions.
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Maintained knowledge of company products and services to promptly resolve complaints and concerns.
  • Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Monitored staff performance to ensure adherence to customer service standards.
  • Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
  • Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
  • Delivered continuous training to associates to maximize performance and customer relations skills.
  • Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Evaluated employee job performance and motivated staff to improve productivity.
  • Created reports on customer feedback, complaints, and suggestions for management review.
  • Evaluated and authenticated returns, exchanges and voids.
  • Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
  • Led team engagement to assist cross-functional departments and achieve goals.
  • Conducted research and reviewed findings to solve customer issues.
  • Delegated work to staff, setting priorities and goals.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Implemented quality control measures to uphold company standards.

After-School Tutor

Derby USD260
Derby, Kansas
01.2022 - 08.2024
  • Assisted students with homework and study skills in various subjects.
  • Developed engaging lesson plans to enhance student understanding and participation.
  • Created a positive learning environment to encourage student confidence and motivation.
  • Scheduled tutoring sessions to accommodate students' individual needs and availability.
  • Communicated regularly with parents about student performance and tutoring strategies.
  • Assisted with homework assignments as needed.
  • Provided guidance to help students develop critical thinking skills and problem solving techniques.
  • Adapted instructional strategies based on individual student needs or interests.
  • Conducted assessments to identify student strengths and weaknesses in various subject areas.
  • Created a positive learning environment by setting clear expectations for behavior and performance.
  • Developed individualized lesson plans for each student, tailored to their specific needs and learning styles.
  • Motivated students to stay focused and engaged during lessons.
  • Assisted students in understanding and mastering course material by providing one-on-one instruction.
  • Managed classroom discipline issues according to established policies.
  • Monitored student progress and provided constructive feedback on assignments.
  • Collaborated with teachers, administrators, parents, and other stakeholders to ensure student success.
  • Organized small group activities to engage students in collaborative learning experiences.
  • Ensured that all materials used were age appropriate, relevant, and engaging for learners.
  • Instructed students on the use of technology tools to enhance academic performance.
  • Monitored students' progress and provided feedback on areas of improvement.
  • Maintained accurate records of student attendance, grades, assessments and other relevant data.
  • Helped students review and understand previous lessons to make connection with new lesson.
  • Designed comfortable tutoring environment conducive to learning.
  • Provided feedback on written assignments to improve writing skills and academic performance.
  • Identified gaps in students' knowledge and developed targeted lessons to address these areas.
  • Assessed students' progress through regular quizzes and feedback sessions.
  • Maintained up-to-date knowledge of curriculum changes and educational practices to provide current and effective tutoring.
  • Utilized online platforms and resources to conduct virtual tutoring sessions.
  • Offered support and strategies for students with learning disabilities to achieve academic success.
  • Reviewed class materials and discussed reading assignments, boosting comprehension.
  • Guided students, teaching methods for working assignments and determining correct solutions.
  • Assisted students of varying skill levels with understanding and excelling in studies.
  • Addressed specific student needs through parent and teacher coordination.
  • Asked key questions prompting specific student responses to assess tutoring session progress.
  • Built student self-confidence by working through stages of study concepts and using positive reinforcement techniques.
  • Explained tutoring services and booked tutoring appointments.

Substitute Teacher

Derby USD260
Derby, Kansas
11.2020 - 05.2024
  • Delivered engaging lessons to diverse student groups in various subjects.
  • Managed classroom behavior to maintain a positive learning environment.
  • Adapted lessons for students with different learning needs and abilities.
  • Monitored student progress and provided feedback on academic performance.
  • Implemented school policies and procedures effectively during assignments.
  • Participated in professional development workshops to enhance teaching skills.
  • Encouraged positive behavior among students through effective communication techniques.
  • Provided classroom instruction outlined in teacher's lesson plans.
  • Enforced classroom routines to keep students on schedule and operating at consistent level.
  • Provided instruction and guidance to students in the absence of a regular teacher.
  • Promoted a safe and secure atmosphere within the classroom setting.
  • Implemented school policies and procedures in the classroom.
  • Monitored student progress throughout the day.
  • Supported special needs students by providing individual instruction as needed.
  • Engaged students in discussions to promote interest and drive learning.
  • Provided notes and reports on school day activities to primary teacher.
  • Requested as substitute teacher based on excellent referrals and trusted performance.
  • Ensured that each student had access to appropriate materials and resources.
  • Educated students in various subjects to provide seamless transition during absence of head teacher.
  • Organized lesson plans and activities for students.
  • Established and enforced rules for behavior and procedures to maintain order among students.
  • Adapted teaching methods to accommodate diverse learning styles.
  • Remained up-to-date with emergency procedures to keep students and staff safe in emergency events.
  • Provided feedback on assignments or projects given by the regular teacher.
  • Utilized various teaching methods such as lectures, discussions, audio-visual presentations.
  • Administered tests and assessments according to school guidelines.
  • Integrated technology into lessons whenever possible.
  • Participated in professional development programs related to education topics.
  • Maintained accurate records of student attendance and performance.
  • Implemented differentiated instruction strategies based on individual student needs.
  • Collaborated with regular teachers to ensure continuity of instruction.
  • Monitored student progress and provided feedback for improvement.
  • Utilized educational technology to enhance learning experiences.
  • Managed classroom environments to ensure a safe and productive learning experience.
  • Assessed student understanding through informal and formal methods.
  • Integrated real-world examples to make learning relevant and engaging.
  • Implemented conflict resolution strategies to manage student disputes.
  • Maintained a safe learning environment by enforcing school rules and regulations.
  • Implemented classroom rules to maintain order and discipline.
  • Supervised students during recess, break times and dismissal periods to prevent injuries and fights.
  • Left notes for head teacher about notable students, events and problems.
  • Explained assignments and relayed information from lead teacher.
  • Distributed worksheets and homework assignments from head teacher to assist with classroom operations.
  • Answered student questions about course concepts.
  • Assisted struggling students with classroom assignments with one-on-one tutoring.
  • Showed Powerpoint Presentations, videos and interactive websites to aid students with comprehension.

Education

Operational Meteorology

Mississippi State University
Starkville, MS

Skills

  • Customer service
  • Team management
  • Performance evaluation
  • Conflict resolution
  • Quality control
  • Customer relationship management
  • Staff training
  • Operational efficiency
  • Process improvement
  • Problem solving
  • Adaptability to change
  • Time management
  • Loss prevention
  • Shipping, receiving, and warehousing
  • Training and coaching
  • Audit support
  • Customer relations
  • Technical support
  • Complaint resolution
  • New hire training
  • Product knowledge
  • Persuasive
  • Quality assurance controls
  • Schedule management
  • Research and due diligence
  • MS office expert
  • Conflict management
  • Decision-making
  • Problem-solving
  • Product and service solutions
  • Coordinating service initiatives
  • Research
  • Team building and leadership
  • Issue resolution
  • Schedule coordination
  • Support case resolution
  • Microsoft outlook, word, and Excel
  • Skilled multi-tasker
  • Sales proficiency
  • Focused on customer satisfaction
  • Policy enforcement
  • Workflow management
  • Quality assurance
  • Sales expertise
  • Inter-department collaboration
  • Work prioritization
  • Deadline oriented
  • Relationship building
  • Metric tracking
  • Conflict resolution techniques
  • Employee scheduling
  • Team building
  • Continuous improvement
  • Handling escalations
  • Account updates
  • Superior computer skills
  • Classroom management
  • Educational technology
  • Activity management
  • Discipline
  • Elementary education
  • Mathematical concepts
  • Mathematics instruction
  • Student records management
  • Lecturing and teaching
  • Student engagement
  • Multi-subject instruction
  • Behavior management
  • Verbal and written communication
  • Health and safety
  • Science instruction
  • Safety awareness
  • Group instruction
  • Lesson plan implementation
  • Positive reinforcement
  • Lesson implementation
  • Compliance
  • Disciplinary procedures
  • Test proctoring
  • Results-focused
  • Creativity in teaching
  • Instructional technology
  • Student tutoring
  • Classroom organization
  • Lesson planning
  • Academic assessment
  • Individualized instruction
  • Feedback implementation
  • Adaptability to feedback
  • Motivation techniques
  • Teaching methodologies
  • Empathy and patience
  • Parent communication
  • Interactive learning
  • Project-based learning
  • Learning styles
  • Special needs accommodation
  • Grade-level knowledge
  • Creative teaching methods
  • Tutoring techniques
  • Homework assistance
  • Academic coaching
  • Progress monitoring
  • Mathematical proficiency
  • Subject expertise
  • Goal setting
  • Group tutoring
  • Concept explanation techniques
  • Common core instruction
  • Problem-solving skills
  • Math skills assessments
  • Educational feedback

Affiliations

  • Cooking on the Bar-B-Que and smoker.
  • Fishing

Languages

English
Full Professional

Accomplishments

  • April 2023 Recipient of the “I Make A Difference” award.

Certification

Emergency Substitute License issued July 2025.

Summer School Instuctor

  • Created class lessons and taught 5th graders during 2022 July and 2023 June Primetime summer schools. Created class lessons and taught the 4th grade 2023 July Primetime summer school students.

STEM Camps

  • Worked with 2022 and 2023 Derby STEM camps during the summer for 3rd through 8th graders.

References

References available upon request.

Timeline

After-School Tutor

Derby USD260
01.2022 - 08.2024

Customer Service Manager

Dillons Grocery Store
12.2020 - Current

Substitute Teacher

Derby USD260
11.2020 - 05.2024

Operational Meteorology

Mississippi State University

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