Mich McGuire
Wheeling,WV
Summary
I’m a hard-working refugee who became an American to chase the American dream. I’ve been captain of every sports team. I’ve been a part of mostly named in the middle of the season, not at the start. I’ve won Iron Man competition multiple times multiple records at my former high school. I was an AP classes and volunteered often. I’m a simple man trying to make better for my family one step at a time hiring me means getting someone that is on board not when it’s sunny and good weather but when it’s stormy cloudy and there’s hail everywhere when you need an anchor when you need a pillar that’s when I’ll be there.
Dynamic customer service leader with extensive experience at Zwicker & Associates P.C., excelling in team coaching and performance improvement. Proven track record in developing training programs and optimizing operations, enhancing customer satisfaction and team efficiency. Skilled in CRM software and committed to fostering a culture of continuous improvement and employee development.
Overview
9
9
years of professional experience
Work History
Customer Service Representative Supervisor
Zwicker & Associates P.C.
Tempe, AZ
05.2024 - Current
- Supervised daily operations of customer service team to ensure efficiency and quality support.
- Developed training programs for new representatives, enhancing product knowledge and service skills.
- Coordinated scheduling and workload distribution, optimizing team performance and response times.
- Implemented feedback mechanisms to improve customer satisfaction and address service gaps.
- Analyzed performance metrics to identify trends, driving continuous improvement initiatives within the team.
- Led regular team meetings to discuss updates, share best practices, and recognize outstanding performance.
- Collaborated with management to refine customer service policies, aligning them with organizational goals and standards.
DPS Supervisor
Sevita
Wheeling, WV
05.2020 - 01.2022
- Supervised daily operations to ensure compliance with safety and quality standards.
- Coordinated staff schedules to optimize resource allocation and coverage.
- Developed training programs for new employees to enhance onboarding experience.
- Monitored performance metrics to identify areas for process improvement.
Business Banking Specialist
TD Bank
Auburn, ME
08.2018 - 01.2020
- Assisted clients with account inquiries and product offerings to enhance customer satisfaction.
- Processed loan applications efficiently, ensuring compliance with regulatory requirements.
- Evaluated financial profiles to identify suitable banking solutions for customers' needs.
- Collaborated with team members to streamline account opening procedures, improving turnaround time.
- Provided training and support to junior staff on banking systems and customer service protocols.
- Developed relationships with small business owners to promote tailored banking services and solutions.
- Monitored transaction activity for potential fraud indicators, ensuring client asset protection.
- Met with customers to assess needs and propose customized solutions.
- Delivered exceptional experience and maintained productive relationships with area small businesses.
Head of Labor
Grow Ohio Valley
Wheeling, WV
07.2016 - 01.2019
- Oversaw daily labor operations to ensure efficient workflow and productivity.
- Developed training programs to enhance team skills and safety compliance.
- Implemented process improvements that streamlined labor allocation and resource management.
- Monitored performance metrics to identify areas for operational enhancement.
- Maintenance on farm and farming equipment
- Organized college personnel
Education
Communication
Wheeling Jesuit University
Wheeling, WVSkills
- Call center experience
- Product knowledge
- HR support
- Data entry
- Team coaching
- Payroll administration
- Inbound and outbound calls
- Issue resolution
- CRM software
- Skill development
- Continuous improvement
- Inside sales
- Marketing
- Performance evaluations
- Staff monitoring
- Outside sales
- Production goal setting
- Employee retention
- Customer service analysis
- Tech support
- Employee supervision
- Handling complaints
- Multitasking and organization
- Team leadership
- Operations management
- Decision-making
- Staff management
- Schedule management
- Documentation and recordkeeping
- Performance improvement
- Staff development and training
- Workflow optimization
- Customer service management
- Scheduling
- New hire orientation
- Strategic planning
- Goal setting
- Support services
- Program development
- Motivational leadership
- Credit and collections
- Staff training
Accomplishments
6x iron Man champ
52X first place sales
52x first place messages left
32x number 1 in compliance
Won class cheerleader and best director
State championship 2016
Languages
French
Elementary
Timeline
Customer Service Representative Supervisor
Zwicker & Associates P.C.
05.2024 - Current
DPS Supervisor
Sevita
05.2020 - 01.2022
Business Banking Specialist
TD Bank
08.2018 - 01.2020
Head of Labor
Grow Ohio Valley
07.2016 - 01.2019
Communication
Wheeling Jesuit University