Mackenzie King
Berthoud,CO
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
10
10
years of professional experience
Work History
Team Lead
Evolve Vacation Rental
, CO
04.2022 - Current
- Fostered positive employee relationships through communication, training, and developmental coaching to provide consistent feedback and development of Associates and Advisors.
- Collaborated with management team to implement new work procedures or policies.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention.
- Conferred with other leaders to coordinate operations and activities within or between departments.
- Leveraged leadership skills to identify opportunities to improve policies, procedures and controls.
- Resolved customer issues efficiently to build loyalty.
Owner Success Associate
Evolve Vacation Rental
09.2021 - 04.2022
- Adhered to quality and time-sensitive metrics when answering inbound phone calls, chats, and email correspondences
- Addressed questions/concerns of existing owner customers, investigated customer problems, and developed loyal connections by troubleshooting issues, finding solutions, and working with teammates
- Finding proper resolutions and applying critical thinking to sensitive situations to provide the most optimal solution for the customer.
- Drove customer escalations to resolution by engaging directly with clients.
- Trained and mentored newly hired employees regarding company policies and procedures.
Dispatcher/Supervisor
Planet Plumbing and Drain
01.2021 - 08.2021
- Assisting customers with setting up appointments, for various plumbing issues, and assigning them to the appropriately certified technician to handle
- Handling customer questions or escalations, and dealing with them in an appropriate manner and fair resolution
- Cross-checking payment info from customers to our payroll information
- Handling technician issues and complaints, collecting information, and resolving the situation appropriately
- I helped to develop new checks and balances for our technicians and dispatchers to manage efficiency and production
Dispatcher Supervisor
Amazon
03.2020 - 12.2020
- Mentored, trained and managed team of 60 employees and offered insight and direction, helping boost overall performance.
- Monitored attendance and productivity for employees by maintaining accurate and updated records.
- Managed daily delivery and work schedules to maximize coverage.
- Supervised driver dispatching, route planning and vehicle tracking for over 60 drivers.
- Utilized various software systems to facilitate movement, planning and scheduling.
- Alerted personnel of road and weather hazards to minimize accidents and delays.
Employment Specialist
Trainer/Supervisor
01.2014 - 11.2020
- Identified barriers to client employment and helped to develop strategies for overcoming these barriers.
- Placed individuals in jobs based on skills, abilities and interests.
- Followed strict policies and procedures to maintain client confidentiality and keep data private.
- Met with clients to conduct needs assessments, recommending appropriate support and service offerings.
- Evaluated clients and formulated individualized service plans outlining short-term and long-term goals.
- Conducted intake interviews and bio-psycho-social assessments to determine clients' eligibility and suitability for program.
- Coordinated between various entities to manage cases.
Emergency Medical Technician
American Medical Response
08.2017 - 03.2018
- Documented calls in reports detailing incident type and course of treatment.
- Operated emergency vehicles with caution to keep patients, public and first responders safe.
- Demonstrated dedication to providing quality care through continued training and education.
- Developed strong rapport with other medical professionals to foster quality and efficient patient care.
- Communicated with dispatchers and hospital personnel to arrange logistics for patient transport.
Education
High School Diploma -
Edmonds Woodway High School
Edmonds, WA06.2013
Some College (No Degree) - Vocational-Technical Education EMT
North Seattle Community College
Seattle, WASkills
- Production Monitoring
- Mentoring
- Conflict Resolution
- Teamwork and Collaboration
- Staff Training
- Coaching
Timeline
Team Lead
Evolve Vacation Rental
04.2022 - Current
Owner Success Associate
Evolve Vacation Rental
09.2021 - 04.2022
Dispatcher/Supervisor
Planet Plumbing and Drain
01.2021 - 08.2021
Dispatcher Supervisor
Amazon
03.2020 - 12.2020
Emergency Medical Technician
American Medical Response
08.2017 - 03.2018
Employment Specialist
Trainer/Supervisor
01.2014 - 11.2020
High School Diploma -
Edmonds Woodway High School
Some College (No Degree) - Vocational-Technical Education EMT
North Seattle Community College
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