Gayle McDonald
Bossier City,LA
Summary
Results-driven Customer Care Team Manager known for unparalleled productivity and efficient task completion. Specialize in conflict resolution, team leadership, and customer satisfaction management. Excel in communication, empathy, and problem-solving to enhance team performance and ensure outstanding customer service delivery. Committed to fostering positive client relations and maintaining high service standards across all interactions.
Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
Work History
Master Sergent
David Wade Correctional Center
Homer, LA
06.2008 - 03.2009
- Organized field training exercises to ensure readiness for deployment.
- Planned deployments for personnel in accordance with established guidelines.
- Provided oversight on physical security measures within the unit's area of responsibility.
- Inspected living quarters and work areas to ensure standards are met according to regulations.
- Conducted briefings, debriefings with subordinate commanders prior to, following missions.
- Conducted investigations into allegations of misconduct or violations of regulations by subordinates.
- Controlled traffic and monitored gate entrances and exits, quickly responding to emergencies on base.
- Stored and safeguarded classified information to maintain utmost confidentiality.
Customer Care Team Manager
AT&T Wireless
Tulsa, Oklahoma
04.2001 - 10.2005
- Management Cellular Call Center Operations
- Management of Call Center Representatives
- Resolve Cellular Customer Inquiries
- Sales and Services
- Display strong leadership and analytical skills
- Retain Customer loyalty
- Professional Team Player
- Maintain business growth and development
- Positive interactions between departments
- Adhere to company's Policy and Procedures
- Friendly, Courteous and Polite
- Carefully listen to customers request
- Collaborated with other departments such as sales, marketing and IT to ensure excellent customer experience.
- Conducted regular training sessions with staff to improve their customer service skills.
- Maintained an up-to-date knowledge of products and services offered by the company.
- Reviewed and responded to customer feedback in order to identify areas for improvement.
- Provided guidance to a team of customer service representatives on how to handle difficult customer inquiries.
- Managed escalations from customers regarding unresolved issues or complaints.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Recruited and trained new employees to meet job requirements.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
Education
MBA - Healthcare Specialization
American InterContinental University
Schaumburg, IL12-2013
Bachelor of Arts - Organizational Communication
Oral Roberts University
Tulsa, OK12-1996
Skills
- Team Management
- Staff Mentoring
- Sales Support
- Strong leadership
- Customer Relations
- Account Updates
- Proficient in [Software]
- Sales proficiency
- Process Improvement
- Business Administration
- Professional and Courteous
- Team building
- Team Collaboration
- Team Leadership
- Documentation And Reporting
- Hiring and Training
- Adaptability
- Self Motivation
- Technical Proficiency
- Relationship Building
- Computer Skills
- Needs Assessment
- Analytical Thinking
- Interpersonal Communication
- Time management abilities
- Interpersonal Skills
- Professionalism
- Written Communication
- Interpersonal Relations
- Organizational Skills
- Good Judgment
- Problem-solving abilities
- Teamwork and Collaboration
- Positive Attitude
- Administration and Reporting
- Problem-solving aptitude
- Negotiation and Conflict Resolution
- Decision-Making
Hobbies and Personal Delights
- I Absolutely Love the Lord Jesus Christ
- I Love the Word of Almighty God
- I Love Family
- I Love People
- I love all things pertaining to nature
- Animals
- Nature
- Trees
- Cultures
- Food
- Travel
- Reading
- Learning
- Cooking
- Great Movies
Timeline
Master Sergent
David Wade Correctional Center
06.2008 - 03.2009
Customer Care Team Manager
AT&T Wireless
04.2001 - 10.2005
MBA - Healthcare Specialization
American InterContinental University
Bachelor of Arts - Organizational Communication
Oral Roberts University