Lester McKenzie
Cookeville,TN
Summary
Dynamic Customer Service Manager with proven ability in enhancing customer satisfaction and streamlining operations. Skilled in conflict resolution and process improvement, ready to drive impactful results in customer-focused environments. Results-driven Customer Service Manager with expertise in conflict resolution, process improvement, and team leadership. Proven ability to enhance customer satisfaction and streamline operations in fast-paced environments.
Overview
1
1
Certification
38
38
years of professional experience
Work History
Customer Service Manager
Door Dash
Cookeville
05.2022 - Current
- Managed daily operations of customer service team for food delivery services, ensuring smooth workflow and high service standards.
- Addressed escalated customer inquiries and complaints with professionalism, enhancing customer satisfaction and loyalty.
- Collaborated with team to effectively address product and consumer complaints, improving resolution times and customer experience.
- Provided prompt, friendly, and knowledgeable service for routine questions.
Cook
ARAMARK, Contract Services
Smyrna
11.2022 - 02.2026
- Prepared diverse menu items according to standardized recipes and safety guidelines.
- Trained new kitchen staff on cooking techniques and operational procedures, enhancing team readiness and consistency.
- Ensured food safety compliance by rigorously adhering to sanitation protocols.
- Operated kitchen equipment efficiently, ensuring cleanliness and proper maintenance.
- Maintained accurate inventory levels by tracking supplies and facilitating timely ordering processes.
Quality Control Specialist
Amazon
Lebanon
06.2021 - 10.2022
- Conducted routine audits to uphold production standards and ensure compliance.
- Verified product dimensions and tolerances accurately using measurement tools.
- Collaborated with production teams to identify and address quality issues, improving overall product integrity.
- Analyzed data to drive continuous improvement initiatives in operations.
- Coordinated with team members to streamline workflow, enhancing operational efficiency.
- Restocked materials during shifts to maintain adequate supply levels. by monitoring inventory levels throughout shifts.
Consultant
Financial Aid Professionals
Atlanta
06.2017 - 03.2022
- Advised students on strategies to secure financial aid and scholarships.
- Guided new students through walk-ins, calls, and emails to address financial aid inquiries, enhancing their understanding of available options.
- Monitored funding sources to maximize utilization of available financial aid resources.
- Created internal reports analyzing student financial aid award data to inform decision-making and improve resource allocation.
- Engaged in professional development activities, including conferences and workshops on financial aid administration.
- Led outreach initiatives to increase awareness of available financial aid opportunities among potential applicants, resulting in greater engagement.
Director of Financial Operations
Various
Various
01.1989 - 05.2017
- Directed financial planning and budgeting processes, aligning organizational financial strategies with operational goals.
- Collaborated with cross-functional teams to streamline operational processes, resulting in improved financial performance.
- Coordinated interdepartmental budget allocation decisions to ensure optimal resource utilization and alignment with strategic objectives.
- Collaborated with senior management to develop solutions that addressed complex financial issues.
- Oversaw compliance with regulatory requirements and corporate policies consistently.
- Ensured compliance with all federal, state, local laws related to finance operations.
- Assisted in developing long-term organizational goals while maintaining short-term objectives.
- Participated in strategic planning sessions as a key member of the executive team.
Assistant Store Manager
Sears Hometown & Outlet Stores Inc.
Mocksville
04.2000 - 03.2017
- Managed customer service interactions, coordinated inventory management, and scheduled staff to meet operational needs.
- Oversaw daily store functions, promoting compliance and supporting operational efficiency through effective process management.
- Implemented strategies to improve customer service while managing inventory and staff schedules.
- Supervised daily store operations, ensuring compliance with company policies and maintaining a positive shopping environment.
Education
Master of Arts - Adult Education
05-1998
Bachelor of Science - Marketing
12-1988
Ph.D. - College Administration
07-2026
Skills
- Customer relationship management
- Customer service strategy
- Customer service standards
- Conflict resolution
- Quality assurance
- Process improvement
- Team leadership
- Training delivery
- Cross-functional collaboration
- Problem solving
- Effective communication
- Time management
Certification
- Customer Service Advanced Training
Timeline
Cook - ARAMARK, Contract Services
11.2022 - 02.2026
Customer Service Manager - Door Dash
05.2022 - Current
Quality Control Specialist - Amazon
06.2021 - 10.2022
Consultant - Financial Aid Professionals
06.2017 - 03.2022
Assistant Store Manager - Sears Hometown & Outlet Stores Inc.
04.2000 - 03.2017
Director of Financial Operations - Various
01.1989 - 05.2017
East Carolina University - Master of Arts, Adult Education
Tennessee Technological University - Bachelor of Science, Marketing
East Tennessee State University - Ph.D., College Administration