Summary
Overview
Work History
Education
Skills
Timeline
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Edwina McCurty

Stone Mountain,GA

Summary

Accomplished Consultant drives organizational improvements through leveraging expertise in research and system enhancement. Well-versed in collaborating with employees and leaders to resolve control and procedural problems negatively affecting business operations. Dedicated to cost, process and resource optimization.

Motivated, versatile and result oriented management professional. A team builder skilled in training and motivating employees.

Overview

21
21
years of professional experience

Work History

Staff Performance Manager

EmployBridge
08.2015 - 05.2024
  • Enhanced employee engagement through tailored training programs and workshops.
  • Conducted thorough assessments of employee performance, identifying strengths and areas for growth.
  • Developed comprehensive performance management strategy, resulting in increased efficiency and productivity across departments.
  • Improved team performance by implementing new KPI tracking systems and providing regular feedback.
  • Implemented customized coaching plans for individual team members, empowering them to reach their full potential.
  • Promoted a culture of accountability by reinforcing performance expectations and ensuring timely follow-up on action items.
  • Facilitated cross-departmental collaboration, fostering a culture focused on continuous improvement and shared success.
  • Developed, tracked and analyzed variance of key performance measurements.
  • Leveraged analytical tools to provide insight and enhance performance.
  • Maintained open lines of communication between managers and employees for a transparent organizational culture that valued feedback.
  • Led quarterly performance reviews, setting attainable goals based on individual strengths and business needs.
  • Tracked, analyzed and executed quality and continuous improvement initiatives to hold departments accountable for performance.
  • Collaborated with cross-functional teams to identify areas of improvement, leading to better alignment of goals and objectives.
  • Streamlined internal processes for more effective workflow, reducing bottlenecks and improving overall performance.
  • Managed quality control process to drive accuracy of performance inputs.
  • Led teams to drive results and meet production, quality and safety goals.
  • Leveraged on-site observation and personal interviews to identify team and individual strengths.
  • Created and optimized records management strategies to coordinate and protect information.

Lead Customer Service Representative

Verizon Wireless
02.2010 - 10.2014
  • Managed a team of customer service representatives, consistently achieving performance targets and goals.
  • Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
  • Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
  • Engaged clients in person and over phone to answer questions and address complaints.
  • Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
  • Actively participated in interdepartmental projects aimed at improving overall organizational effectiveness.
  • Established positive relationships with clients through regular follow-ups and personalized service offerings.
  • Responded to customer calls and emails to answer questions about products and services.
  • Planned schedules and workflows based on expected customer demands.
  • Reviewed associate performance to identify training needs.
  • Successfully managed multiple priority tasks while maintaining excellent attention to detail under tight deadlines.
  • Maintained high-quality standards by regularly monitoring calls and providing constructive feedback to team members.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Ensured all customer complaints were addressed promptly, resulting in a significant reduction in escalations.
  • Continuously sought opportunities for professional development and stayed current with industry trends to enhance job performance.
  • Decreased average call time through effective problem-solving techniques and clear communication with customers.
  • Reduced wait times by optimizing staffing schedules based on peak hours and anticipated call volumes.

Customer Service Representative Supervisor

United Healthcare Group
11.2003 - 01.2010
  • Resolved escalated customer service inquiries and complaints to maintain satisfaction.
  • Coached and mentored service representatives to deliver polite, professional customer interactions.
  • Built positive rapport and relationships for high levels of customer satisfaction.
  • Enhanced customer satisfaction by efficiently addressing and resolving concerns.
  • Mentored junior representatives, leading to increased productivity and improved skill sets within the team.
  • Supervised large teams with guidance, support and direction for high-quality customer care.
  • Onboarded and trained customer representatives to meet performance and service goals.
  • Implemented company policies and procedures for professional, cohesive customer care.
  • Managed high call volume while maintaining exceptional quality standards in line with company expectations.
  • Monitored performance metrics to identify areas of improvement and implement necessary changes.
  • Facilitated open lines of communication within the team by holding regular meetings, promoting collaboration, and sharing best practices.
  • Developed and maintained strong relationships with key clients, ensuring their ongoing loyalty and satisfaction.
  • Championed a culture focused on delivering exceptional customer experiences, resulting in higher levels of client satisfaction and retention.
  • Improved first-call resolution rates through effective coaching and guidance on problem-solving techniques.
  • Evaluated staff performance and provided feedback to improve customer service delivery.
  • Recognized as a top performer due to consistently exceeding performance targets related to customer satisfaction scores and call handling efficiency metrics.
  • Conducted regular performance evaluations, providing constructive feedback and recommending targeted development plans for team members.
  • Reduced employee turnover by fostering a positive work environment and providing supportive leadership.
  • Enhanced team performance by implementing incentive programs that motivated employees toward achieving goals.
  • Collaborated with other departments to address customer issues, resulting in improved cross-functional communication.
  • Monitored customer service calls to verify representatives' adherence to service standards and best practices.
  • Played an active role in continuous improvement initiatives aimed at optimizing service delivery processes.
  • Assisted in the recruitment process of new employees by conducting interviews, assessing candidate skills, and making hiring recommendations based on qualifications aligned with company values.
  • Kept high average of performance evaluations.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Delegated tasks to administrative support staff to organize and improve office efficiency.
  • Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
  • Completed bi-weekly payroll for Number employees.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
  • Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.

Education

High School - High School Administration

Hattiesburg High School
Hattiesburg, MS
05.2024

Skills

  • Coaching and Mentoring
  • Customer Focus
  • Performance Analysis
  • Data Interpretation
  • Client Relationship Management
  • Risk Assessment
  • Business Analysis
  • Data Collection
  • Friendly, Positive Attitude
  • Teamwork and Collaboration
  • Customer Service
  • Problem-Solving
  • Attention to Detail
  • Flexible and Adaptable
  • Dependable and Responsible
  • Excellent Communication
  • Multitasking
  • Computer Skills
  • Organizational Skills
  • Calm Under Pressure

Timeline

Staff Performance Manager

EmployBridge
08.2015 - 05.2024

Lead Customer Service Representative

Verizon Wireless
02.2010 - 10.2014

Customer Service Representative Supervisor

United Healthcare Group
11.2003 - 01.2010

High School - High School Administration

Hattiesburg High School

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Edwina McCurty