Mark McGill
Kyle,Tx
Summary
Results-driven Team Leader with extensive experience at Teleperformance USA, focusing on operational excellence and team development. Successfully implemented strategic initiatives that improved service quality and customer satisfaction through performance coaching and effective communication. Recognized for enhancing collaboration and driving team success through mentorship and innovative problem-solving.
Overview
13
13
years of professional experience
Work History
Team Leader Manager
Teleperformance USA
Austin, Texas
07.2020 - 08.2025
- Achieved operational excellence by effectively managing processes and allocating resources.
- Mentored staff to enhance performance and cultivate a collaborative environment.
- Streamlined communication channels, boosting team efficiency and responsiveness.
- Implemented training programs to elevate employee skills and improve knowledge retention.
- Analyzed performance metrics to identify improvement areas and develop strategic initiatives.
- Facilitated regular meetings to align goals, ensuring accountability among team members.
- Developed action plans based on customer feedback, enhancing service delivery quality.
- Collaborated with cross-functional teams for seamless project execution and integration of best practices.
Team Member
Onesupport
San Marcos, Texas
03.2018 - 05.2020
- Supported daily operations to enhance team efficiency and workflow continuity.
- Ensured compliance with safety and quality protocols through effective collaboration.
- Maintained organized work areas, fostering a safe environment for all employees.
- Adapted to changing priorities while demonstrating flexibility in fast-paced settings.
- Acquired essential skills rapidly to maximize overall performance.
- Worked scheduled shifts and covered for coworkers during absences and busy periods.
- Achieved team success by delivering tasks accurately and efficiently.
- Developed strong relationships with coworkers and management to promote teamwork.
Team Leader
IBEX Global
New Braunfels , Texas
05.2012 - 02.2018
- Achieved daily operational goals, significantly enhancing workflow efficiency.
- Mentored junior staff to develop skills and promote collaboration.
- Implemented process improvements that streamlined communication and reduced response times.
- Coordinated training sessions to ensure compliance with company policies.
- Conducted regular performance reviews, providing constructive feedback for employee growth.
- Analyzed team performance metrics and implemented corrective actions for improvement.
- Facilitated conflict resolution among team members, maintaining a positive workplace culture.
- Developed strategic initiatives that improved customer satisfaction and service quality.
Education
Automotive Technician - Automotive Technology
Capital City Technical
Austin, TX07.1992
Skills
- Workload management
- Motivational skills
- Remote team management
- Performance coaching
- Collaboration and teamwork
- Computer proficiency
- Coaching and mentoring
- Performance evaluations
- Professionalism and courtesy
- Performance reviews
- Goal setting
- Judgment skills
- Documentation and reporting
- Operations management and efficiency
- MS Office proficiency
- Customer relations management
- Team building strategies
- Employee development initiatives
- Relationship-building skills
- Effective communication
- Positive mindset
- Team collaboration strategies
- Problem-solving expertise
- Influencing skills
Timeline
Team Leader Manager
Teleperformance USA
07.2020 - 08.2025
Team Member
Onesupport
03.2018 - 05.2020
Team Leader
IBEX Global
05.2012 - 02.2018
Automotive Technician - Automotive Technology
Capital City Technical