Kevin McNair
Crystal Springs,MS
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
7
7
years of professional experience
Work History
Call Center Team Lead/ProGram Manager
South Central Community Actiion Agency
04.2023 - Current
- Cross-trained and backed up other customer service managers.
- Ensured high-quality service by monitoring calls, providing feedback, and coaching team members on areas for improvement.
- Assist Hinds County Residents with getting assistance with paying their bills.
- Handled advanced issues with calm, knowledgeable and professional approach.
- Delivered prompt service to prioritize customer needs.
- Responded proactively and positively to rapid change.
Receptionist
Elevate Patient Financial Solutions
02.2019 - 03.2023
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
- Scheduled office meetings and client appointments for staff teams.
- Collected and distributed messages to team members and managers to support open communication and high customer service.
- Routed incoming mail and messages to relevant personnel without delay.
- Answered central telephone system and directed calls accordingly.
- Managed multiple tasks and met time-sensitive deadlines.
Customer Service Repressentative
City Drug Store
07.2017 - 05.2018
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Answered constant flow of customer calls with minimal wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Responded proactively and positively to rapid change.
Call Center Representative/Mentor
Saks Fifth Avenue
11.2016 - 04.2017
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
- Trained staff on operating procedures and company services.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
Education
Master of Science - Organizational Leadership
Belhaven University
Jackson, MS12.2023
Bachelor of Science - Health Administration
Belhaven University
Jackson, MSAssociate of Applied Science - Funeral Service Technology
Holmes Community College
Ridgeland, MSHigh School Diploma -
Crystal Springs High School
Crystal Springs, MSSkills
- Microsoft Office
- Data Entry
- Transaction Processing
- Needs Assessment
- Relationship Building
- Call Routing
- Escalation Handling
- MS Office
- Team Management
- Call Documentation
- Customer Service
Timeline
Call Center Team Lead/ProGram Manager
South Central Community Actiion Agency
04.2023 - Current
Receptionist
Elevate Patient Financial Solutions
02.2019 - 03.2023
Customer Service Repressentative
City Drug Store
07.2017 - 05.2018
Call Center Representative/Mentor
Saks Fifth Avenue
11.2016 - 04.2017
Master of Science - Organizational Leadership
Belhaven University
Bachelor of Science - Health Administration
Belhaven University
Associate of Applied Science - Funeral Service Technology
Holmes Community College
High School Diploma -
Crystal Springs High School
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