Mackenzie McCord
Walpole,NH
Overview
7
7
years of professional experience
Work History
Assistant Project Manager (Project Engineer)
Encore Fire Protection
Keene, NH
09.2024 - Current
- Coordinated project schedules with field supers/project managers
- Prepared submittals, permits, and closeout documents for all jobs
- Tracked project files, drawings, and revisions for fire sprinkler work
- Managed excel sheets for data tracking
- Managed time tracking/hours for technicians
- Advised others on several building/town/fire department processes all over NH, VT & MA for obtaining permits and proper licenses needed for technicians to be on job sites
- Managed tracking the money/gross margins on jobs, billing, and handed over opportunities to sales team for turnover once a job was completed
- Assisted project managers with budgets, purchase orders, and change order records
- Met with clients, contractors, vendors and other stakeholders to discuss current projects
- Provided administrative support to the Project Manager in order to facilitate successful project outcomes
- Advised clients, inspectors, and contractors on code compliance requirements
- Led weekly department meetings with management
- Reviewed installation progress and updated action items for active protection projects
- Facilitated communication between team members, and external partners involved in the project
- Managed project teams to keep on-task with proactive control of budgets, schedules and scopes
- Onboarded and trained new employees
Banker
Citizens Bank
Keene, NH
08.2022 - 09.2024
- Managed ATM / vault custodian / cash orders
- Managed business/investment pipelines
- Coordinated staff duties and led weekly department meetings
- Trained new employees on banking products, services, and compliance standards, fostering a knowledgeable workforce
- Trained new employees on teller line & how to manage the ATM / Vault Custodian
- Exceeded goals by promoting bank products and services in customer interactions that made them feel helped & heard
- Provided customer service to bank clients, answering inquiries and resolving complaints
- Developed strategies to increase customer satisfaction and loyalty through excellent service delivery
- Developed financial plans for customers based on their individual needs
- Processed loan applications and prepared relevant documents for approval
- Maintained accurate records of all transactions within the branch's database system
- Researched discrepancies between bank records and customer accounts
- Coordinated with other departments regarding customer requests or disputes resolution
- Managed client accounts, ensuring accurate transaction processing and exceptional service delivery
- Maintained confidentiality of bank records and client information
- Built and maintained client relationships through quality, personalized interactions
- Delivered exceptional service to customers in person and over telephone
- Performed transactional, operational, and customer support tasks through knowledge of bank procedures and products
- Identified transaction errors when debits and credits did not balance
- Researched and resolved problems or discrepancies concerning customers' accounts
- Offered every customer exceptional service levels by remaining friendly and professional during every transaction
- Processed deposits, withdrawals, and loan payments
Customer Service Leader
Hannaford Supermarket
Keene , NH
06.2019 - 08.2022
- Trained new team members on the hiring team
- Resolved complaints and issues that were escalated to leadership
- Assisted senior leadership to address and resolve disciplinary issues and how to boost overall team success
- Implemented company processes to effectively resolve customer service issues
- Managed the front end ensuring all it ran smoothly/organized to best provide for customers in timely manner
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication
- Educated customers on special pricing opportunities and company offerings
- Exceeded productivity targets by handling every interaction with top-notch customer service
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Handled large amounts of cash, balanced cash drawers daily
- Improved customer service wait times to mitigate complaints
- Relayed customer feedback to cross-functional teams to improve products and services
Education
Advanced Diploma
Keene High School
Keene, NH06.2021
Skills
- Managed & Trained Staff
- Coordinated Projects
- Customer Service Excellence
- Organized & Detail Oriented
- Problem Resolution & De-escalation Techniques
- Trustworthy, Dependable, Reliable
- Prioritization of Establishing and Maintaining Customer Relationships
- Open Minded, Efficient & Communicative
- Collaborative, Inclusive, Values the Team Mentality
Timeline
Assistant Project Manager (Project Engineer)
Encore Fire Protection
09.2024 - Current
Banker
Citizens Bank
08.2022 - 09.2024
Customer Service Leader
Hannaford Supermarket
06.2019 - 08.2022
Advanced Diploma
Keene High School