Michael Gregory
Winchester,KY
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
14
14
years of professional experience
Work History
Social Media Team Manager
Amazon
Winchester, KY
04.2022 - Current
- Monitored team performance, tracked progress towards goals, identified areas of improvement and provided feedback to employees.
- Ensured adherence to company policies, procedures, regulations and laws while maintaining an ethical workplace culture.
- Conducted regular meetings with staff to discuss progress on projects, provide updates on changes in policy or procedure, and address any issues that need to be addressed.
- Provided guidance, coaching and mentoring to individual team members as needed to help them reach their full potential.
- Analyzed data from various sources such as customer surveys or market research studies to inform decisions about product development or customer service initiatives.
- Established effective communication channels between departments to ensure information is shared accurately and efficiently.
- Evaluated existing systems and procedures for effectiveness; identified opportunities for improvement; developed plans for implementation.
Training Assistant
Amazon
Winchester, KY
04.2021 - 04.2022
- Developed and implemented training programs for new employees.
- Conducted individual and group training sessions for staff members.
- Assisted with the development of online learning platforms.
- Provided technical support to instructors and students during classes.
- Organized and maintained course material files, documents, and records.
- Evaluated existing curricula regularly to ensure accuracy and relevance.
Team Manager
Amazon
Winchester, KY
04.2020 - 04.2021
- Created a positive work environment by setting clear expectations and providing resources necessary for success.
- Ensured adherence to company policies, procedures, regulations and laws while maintaining an ethical workplace culture.
- Managed daily operations of the team including scheduling shifts, assigning tasks, tracking attendance and approving time off requests.
- Established effective communication channels between departments to ensure information is shared accurately and efficiently.
- Set objectives for teams based on organizational goals; monitored performance against targets; provided feedback and took corrective action when needed.
Resolution Specialist
Amazon
Winchester, KY
06.2018 - 04.2020
- Assisted customers with inquiries and complaints, providing timely resolution to customer issues.
- Analyzed customer data to identify patterns of behavior or trends in order to anticipate potential problems and develop solutions.
- Researched complex customer service requests involving multiple departments and personnel within the organization.
Customer Service Representative
Amazon
Winchester, KY
05.2016 - 06.2018
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
Correctional Sergeant
Kentucky State Reformatory
La Grange, KY
07.2012 - 10.2014
- Ensured compliance with departmental policies, regulations and procedures.
- Monitored inmate movement within the facility to maintain security and safety of staff, inmates and visitors.
- Conducted random searches for contraband items such as weapons or drugs.
- Supervised subordinate officers in their daily duties.
- Investigated allegations of misconduct by inmates and staff members.
- Responded quickly to emergency situations involving riots, hostage situations, escapes or other critical events.
Assistant Manager
Hibbett Sporting Goods
Corbin, KY
06.2010 - 07.2012
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Assisted in the development of operational strategies to ensure efficient and productive operations.
- Monitored employee attendance records, timekeeping, and payroll information.
- Supervised daily operations including scheduling shifts, assigning duties.
Education
Bachelor of Science - Business Administration
University of The Cumberlands
Williamsburg, KY09.2023
Skills
- Performance Coaching
- Employee Development
- Project Planning
- Customer Service
- Process Improvement
- Negotiation and Conflict Resolution
- Teamwork and Collaboration
- Performance Tracking and Evaluation
- MS Office
Timeline
Social Media Team Manager
Amazon
04.2022 - Current
Training Assistant
Amazon
04.2021 - 04.2022
Team Manager
Amazon
04.2020 - 04.2021
Resolution Specialist
Amazon
06.2018 - 04.2020
Customer Service Representative
Amazon
05.2016 - 06.2018
Correctional Sergeant
Kentucky State Reformatory
07.2012 - 10.2014
Assistant Manager
Hibbett Sporting Goods
06.2010 - 07.2012
Bachelor of Science - Business Administration
University of The Cumberlands