Gary Mckinney

• Analyzed process flows and identified areas of improvement to increase productivity and reduce costs.
• Monitored and reported on process performance to verify compliance with established standards.
• Collaborated with team to define business requirements for organizational processes, achieve productivity standards, and adhere to accuracy standards.
• Developed standard operating procedures and document workflows to drive current and future processes.

Provides leadership and development of direct reports to aid in ensuring excellent customer interaction and sales execution on calls. Review and analysis of various calls for quality assurance. Discuss feedback to encourage rep growth and goal achievement. Facilitate huddles and coaching sessions to improve knowledge and comprehension of products and promotions while acknowledging and celebrating rep success to inspire and motivate number production.

• Processed customer orders and inquiries via phone, email and, in-person communication to foster top-quality service delivery.
• Increased revenue with strategic upselling of products and services to existing customers.

Assisted in troubleshooting and resolution of M & P's for call taking tech support representatives as well as handling escalated call issues. Managed and developed direct reports in troubleshooting and problem solving by building both system and procedural knowledge. Supported peers and upper management as a SME in backend systems (i.e. Snooper/Torch, iPhone Unlock Tool, WebEx, Mobile Security/Mobile Iron.)

• Increased customer satisfaction ratings to 97%.
• Developed and implemented training initiatives for new hires.
• Managed customer contact center with 12-15 support representatives.

• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Documented support interactions for future reference.
• Used ticketing systems to manage and process support actions and requests.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Managed high levels of call flow and responded to technical support needs.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Translated complex technical issues into digestible language for non-technical users.
• Monitored systems in operation and quickly troubleshot errors.

• Increased sales and brand awareness of client's products.
• Maintained product displays and product functionality.
• Completed administrative duties and reports.
• Delivered great customer service experience when talking to various group sizes.

• Maintained up-to-date knowledge of applicable laws and regulations.
• Created and maintained compliant work environment.
• Identified gaps in existing compliance processes and recommended updates.
• Developed and implemented corrective action plans for non-compliance issues.