Kevin McGhee
Fountain,Colorado
Summary
Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
12
12
years of professional experience
Work History
Field Resource Planning Manager
T-Mobile USA, Inc.
02.2021 - 09.2023
- Ensured real time management of service levels
- Manager of one Site Planner and six analysts
- DE&I Employee Resource Group Lead - Asia Pacific & Allies Network
- Forecast both short and long-term call volumes and staffing needs in order to maintain staffing levels with qualified personnel
- Created work schedules, analyze call volumes and patterns
- Troubleshoot and maintain any Workforce/Verint related issues
- Managed RP staff, career development, manage RP department.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Ensured compliance with industry regulations and legal requirements by implementing comprehensive policies and training programs for staff members.
- Drove operational efficiency through data-driven decision-making processes, leveraging analytics tools for informed strategy development.
Team of Experts Team Manger
T-Mobile USA, Inc.
08.2019 - 02.2021
- Provide meaningful career and professional development for assigned coaches
- Managed 60+ employees
- Communicate business strategies, expectations, and challenges to inspire action throughout my team of coaches
- Coach and develop coaches to lead effectively, including inspection and observation of expected behaviors
- Effective management of P&L model through analysis and insights turned to actionables
- Form and cultivate cross-functional relationships from other lines of business as well to improve profitability and solve customer pain points.
- Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
- Reduced employee turnover rates with targeted retention initiatives, including competitive compensation packages and career advancement opportunities.
General Care, TEX Coach, Interim TEX TM
T-Mobile USA, Inc.
11.2016 - 08.2019
- Strategically placed daily team meetings for business needs
- Callback QRs, Handle Escalated situations to ensure customer satisfaction and resolution
- Coach and develop representatives with action plans around their calls and their own personal development
- Lead in the Revenue Ambassador Team, partnered to bring awareness to revenue in the entire site
- Magenta 4 Participant
- Top ranked Coach in West Region Dec 2017
- Ranked #1 in local IN Crowd program for the Coach role
- Top ranked UP in West Region at 9.85 Mar 2018
- Interim TM for 3 different markets from Nov 2018- Present.
Senior Representative
T-Mobile USA, Inc.
03.2016 - 11.2016
- Managed a rotating group of 15 individuals
- Created and leveraged relationships to achieve goals
- Exceeded monthly team goals five out of six months
- Resolved escalated customer issues
- Second ranked senior from March to August 2016 out of 14
- Interim coach for 5 different teams in 3 months
- Number 1 coach in the nation in August 2016
- Raised UP scores on each team
- Adapted quickly to different styles and cultures.
Customer Care Representative
T-Mobile USA, Inc.
08.2014 - 03.2016
- Top performing CSR who consistently was top 10% in the site
- Problem solved complex customer issues efficiently
- Dedicated myself to resolving customer issues
- Learned how to balance customer experience with company needs.
Unit Leader
YMCA
06.2011 - 09.2013
- Managed four camp counselors as well as 60 children
- Created and implemented daily lesson plans centered on summer learning loss
- Made a safe and fun environment for parents to send their kids during the summer.
Education
High School Diploma -
Fife High School
No Degree - Mathematics
Western Washington University
Bellingham, WASkills
Operations Management
Policy Implementation
Business Development
Workforce Management
Strategic Planning
Sales Techniques
Complex Problem-Solving
Timeline
Field Resource Planning Manager
T-Mobile USA, Inc.
02.2021 - 09.2023
Team of Experts Team Manger
T-Mobile USA, Inc.
08.2019 - 02.2021
General Care, TEX Coach, Interim TEX TM
T-Mobile USA, Inc.
11.2016 - 08.2019
Senior Representative
T-Mobile USA, Inc.
03.2016 - 11.2016
Customer Care Representative
T-Mobile USA, Inc.
08.2014 - 03.2016
Unit Leader
YMCA
06.2011 - 09.2013
High School Diploma -
Fife High School
No Degree - Mathematics
Western Washington University