Earl McIver, Jr.
Peachtree Corners,GA
Summary
Prepares food for customers, including slicing deli meats and cheeses, making sandwiches, and pricing and packaging items. Learns about new deli items and menu options quickly. Unloads daily deliveries and makes sure the deli display cases are organized and fully stocked with fresh food.
Overview
18
18
years of professional experience
Work History
Call Center Operator
Intralot USA
Duluth, GA
08.2020 - 09.2021
- Handle Chat Support, Inbound calls and answer emails from customers.
- Ensure high quality service for our customers, including escalation of issues as per our internal processes and procedures
- Deliver an attentive and comprehensive service to our customers based on Sports Betting product, account problems and first line support.
- Delivering a high level of customer service to players regarding their queries and inform them about promotions and other products
- Engage potential customers in dialogue that open opportunities
- Support and guide customers with all requests and escalating and following up when necessary.
Dispatcher
Comcast
Norcross, GA
02.2020 - 03.2020
- Monitored field technician productivity and ensures efficiency by evaluating pool of jobs, identifying jobs at risk for late arrival, and optimizing routes to meet customer expectations.
- Routed scheduled work to the appropriate field personnel by utilizing designated workforce management system or software.
- Interacted with technicians via phone and task messaging to answer questions and provide information.
- Observed and shadowed experienced agents to understand context and use of tools and processes.
- Provided basic support to technicians using tools such as customer billing systems and internal product knowledge databases.
- Learned and practiced basic troubleshooting techniques to support common field activities.
- Communicated proactively with field personnel and external customers with the goal preventing escalations and improving the customer experience.
Deli Associate
Ingles Markets
Peachtree Corners, GA
08.2018 - 04.2020
- Created nutritious, safe, visually appealing, innovative and properly prepared and flavored food.
- Sanitized food preparation areas, grills and equipment to avoid cross-contamination from raw items.
- Chopped, diced, and sliced vegetables and fruit ahead of busy periods, including dinner rush.
- Trained, managed and guided kitchen staff to improve overall performance, service quality and productivity.
- Replenished food items from inventory and rotated ingredients to use oldest products first.
- Followed recipes and customer request details to prepare high-quality, delicious meals.
- Prepared orders by slicing, weighing, packaging and pricing meats and cheeses.
- Worked with customers placing large or specialized orders, providing samples and recommendations and responding to requests.
- Stayed calm and professional in all situations and resolved conflicts to customer satisfaction.
- Gave exceptional customer service to all guests, including during peak business periods.
Customer Service Representative
Asurion LLC
Atlanta, GA
01.2016 - 04.2018
- Processed insurance claims for lost, damaged, or stolen mobile phones.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Provided accurate and appropriate information in response to customer inquiries.
- Demonstrated mastery of customer service call script within specified time frames.
- Developed effective relationships with all call center departments through clear communication.
- Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
Auto Claims Associate
State Farm Insurance
Atlanta, GA
06.2014 - 09.2015
- Gathered and documented loss information.
- Maintained up-to-date records at all times.
- Addressed customer service inquiries in a timely and accurate fashion.
- Demonstrated mastery of customer service call script within specified time frames.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Communicated with customers and associates over the telephone, mobile app, click-to-chat, and internet reporting
- Worked in a collaborative team environment to handle a large volume of claims and telephone calls
Client Service Representative
VCA Pets Are People Too Veterinary Hospital
Atlanta, GA
06.2012 - 08.2013
- Customer service functions, including: greeting visitors, answering telephones, and guiding clients and their pets to exam rooms.
- Scheduling and confirming appointments.
- Placing outbound calls for follow-ups and reaching out to prospective clients.
- Presenting and explaining fees, including processing payments.
- Recommending, selecting, and obtaining products and services, including prescriptions.
- Answering questions regarding products and services, including educating clients on general animal husbandry and non-medical pet care (i.e., heartworm prevention, housebreaking, and flea & tick control).
- Managing medical records, charts, reports and correspondence.
Manager
Brushstrokes, Inc
Atlanta, GA
03.2004 - 03.2014
- Design and implemented customer satisfaction metrics.
- Reorganized the sales floor to meet company demands.
- Directed and supervised employees engaged in sales, inventory-taking and reconciling cash receipts.
- Determined staff promotions and demotions, and terminated employees when necessary.
- Completed weekly schedules according to payroll policies.
- Addressed and corrected sales staff communication issues in a tactful and effective manner.
- Trained staff to deliver outstanding customer service.
- Maintained daily record of all transactions.
Education
Medical Administration
United States Air Force
High School -
Brooklyn Academy Preparatory School
1985
Skills
- Provides excellent customer service, makes product recommendations, and answers questions
- Uses portion scales, handheld printers, and point-of-sale systems to price items and complete transactions
- Operates all deli equipment according to safety guidelines
- Cleans and sanitizes deli equipment and food surfaces, including meat and cheese slicers, deli display cases, and utensils
- Follows written and verbal instructions from managers
- Adheres to federal, state, and local food safety and sanitation guidelines and company policies
Timeline
Call Center Operator
Intralot USA
08.2020 - 09.2021
Dispatcher
Comcast
02.2020 - 03.2020
Deli Associate
Ingles Markets
08.2018 - 04.2020
Customer Service Representative
Asurion LLC
01.2016 - 04.2018
Auto Claims Associate
State Farm Insurance
06.2014 - 09.2015
Client Service Representative
VCA Pets Are People Too Veterinary Hospital
06.2012 - 08.2013
Manager
Brushstrokes, Inc
03.2004 - 03.2014
Medical Administration
United States Air Force
High School -
Brooklyn Academy Preparatory School
Similar Profiles
Tyler W. JohnsonTyler W. Johnson
OH QA Manager at Intralot USAOH QA Manager at Intralot USA
Tyler PetersenTyler Petersen
Field Service Technician at Intralot USAField Service Technician at Intralot USA
Michelle WalshMichelle Walsh
VLT Coordinator at Intralot USAVLT Coordinator at Intralot USA