Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Leonard McIver

Charlotte,NC

Summary

Detail-oriented Site Coordinator with 7 years of success in large-scale project management. Eager to apply advanced knowledge of outreach activity coordination and fundraising mastery to bring value to non-profit organization. Enthusiastic individual experienced in resolving conflicts and issues with exceptional skill and poise. Offering engaging and pleasant personality with expertise ensuring projects meet safety regulations, policies and procedures. Strategic Supervisor with expertise prioritizing projects, planning workflow and managing employees to achieve operational goals. Resourceful individual with 7 years of active experience managing efforts within deadline-driven environments. Diplomatic individual with strong leadership and decision-making skills.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Customer Experience Professional

Lowes Home Improvment
01.2022 - Current
  • Cooperated closely with other departments to support achievement of customer experience outcomes.
  • Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
  • Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
  • Utilized telephone, online chat, and email platforms to deliver outstanding customer service.

Flight Coordinator Specialist

Prime Nursing Care
01.2022 - 10.2023
  • Communicated with onboard service staff to determine flight components such as passenger counts, special meals and crew meals.
  • Communicated problems and delays and handled relevant paperwork.
  • Coordinated meal counts with customer counts for each day's flights.
  • Supported operations by managing professional communications, tracking data and managing records.

General Foreman

Mears Group
06.2016 - 01.2023
  • Completed final inspections at job sites to close out projects.
  • Reviewed blueprints, specifications and drawings to fully understand project scope ahead of time.
  • Kept teams properly supplied with materials, tools, plans and supplementary assistance to meet project deadlines.
  • Managed over 10+ customer calls per day.
  • Assembled and secured pipes, tubes, fittings and related equipment according to project specifications.
  • Performed job safety analysis on daily basis to mitigate risks for all workers and visitors to job sites.
  • Utilized Excavator/Backhoe equipment to excavate, install and backfill drainage pipes.
  • Planned each job with appropriate safety measures, addressing weight limits and fall protection.
  • Liaised between field engineers and trade workers align construction projects with drawings and specifications.
  • Completed final walk-throughs at job sites to close out projects.
  • Maintained cost-effective inventory of spare parts to help achieve production goals.
  • Ordered necessary supplies and materials required for installation of new work and remodeling of existing systems.
  • Supervised layout, assembly and installation of various sizes and types of drainage pipes.
  • Prepared daily timecards and assisted in preparation of estimates and scope of work statements.
  • Worked alongside team to accomplish work goals according to schedule.

Call Center Representative

Convergys
01.2020 - 10.2021
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Improved overall efficiency 96% by anticipating needs and providing outstanding support.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs
  • Educated customers about billing, payment processing and support policies and procedures
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management
  • Educated customers on company systems, form completion, and access to services
  • Met customer call guidelines for service levels, handle time and productivity
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines

Retail Sales Specialist

Spectrum
03.2019 - 04.2021
  • Increased sales by offering advice on purchases and promoting additional products.
  • Offered each customer top-notch, personal service to boost sales and customer satisfaction.
  • Greeted customers, helped locate merchandise and suggested suitable options.
  • Studied target markets and developed merchandising strategies meeting age specific, and day to day group needs.
  • Greeted customers and helped with product questions, selections and purchases.
  • Managed over 20 customer calls per day. Increased customer satisfaction by 45%.
  • Identified and resolved complex issues by applying advanced analytical and troubleshooting strategies
  • Refunded payments for returned items, processed exchanges, and offered store credit to achieve customer satisfaction
  • Increased sales and customer satisfaction through personalized servicing

Education

High School Diploma -

Hopewell High School
Huntersville, NC
06.2016

Skills

  • Staff Scheduling
  • Site Inspection
  • Report Preparation
  • Staff Training
  • Data Process Auditing
  • Fiscal Management
  • Customer support
  • Documentation and reporting
  • Verbal and written communication
  • Problem-solving skills
  • Inbound phone calls
  • Sales expertise
  • Quality assurance
  • Proficient in Microsoft
  • 63 WPM
  • Call center operations

Certification

  • CCM - Certified Construction Manager

Timeline

Customer Experience Professional

Lowes Home Improvment
01.2022 - Current

Flight Coordinator Specialist

Prime Nursing Care
01.2022 - 10.2023

Call Center Representative

Convergys
01.2020 - 10.2021

Retail Sales Specialist

Spectrum
03.2019 - 04.2021

General Foreman

Mears Group
06.2016 - 01.2023

High School Diploma -

Hopewell High School

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