Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Micheala McRae

Huntsville,AL

Summary

Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Shift Manager

Kentucky Fried Chicken
02.2022 - Current
  • Improved overall team performance by effectively delegating tasks and providing clear instructions.
  • Achieved consistent customer satisfaction by addressing concerns promptly and professionally.
  • Managed employee schedules to ensure adequate coverage during peak hours, resulting in a smoother workflow.
  • Promoted a positive work environment through open communication and constructive feedback.
  • Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
  • Ensured strict adherence to safety guidelines, reducing workplace accidents and incidents significantly over time.
  • Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
  • Worked closely with team members to schedule breaks and shifts to meet state regulations.
  • Coached crew members to optimize performance and motivate toward more efficient work.
  • Supervised employees and oversaw quality compliance with company standards for food and services.

Technical Support Representative

Comcast
08.2014 - 11.2020
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
  • Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
  • Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Conducted thorough research on reported issues, identifying root causes and implementing effective fixes to prevent future problems.
  • Mentored new team members on company protocols and best practices for delivering exceptional technical support services.
  • Contributed ideas during team meetings that led to process improvements and increased efficiencies within the department.
  • Worked closely with product development teams to report bugs and suggest enhancements based on customer feedback received during support interactions.

Education

Bachelor of Science - Electrical Engineering

Alabama A & M University
Normal, AL

High School Diploma -

James Oliver Johnson High School
Huntsville, AL
05.2007

Skills

  • Equipment Troubleshooting
  • Inventory Control
  • Quality Assurance
  • Staff Development
  • Schedule Oversight
  • Safety Compliance
  • Team Development
  • Relationship Building
  • Accurate Money Handling
  • Delegating Work
  • Interpersonal Skills
  • Inventory Controls
  • Decision-Making
  • Handling Customer Complaints
  • Mentoring and Coaching
  • Staff Training and Onboarding
  • Training and Mentoring
  • Payment Processing
  • Cash Handling
  • Tech-Savvy
  • Hardware troubleshooting
  • Machine learning

Certification

Serve Safe certified.

Timeline

Shift Manager

Kentucky Fried Chicken
02.2022 - Current

Technical Support Representative

Comcast
08.2014 - 11.2020

Bachelor of Science - Electrical Engineering

Alabama A & M University

High School Diploma -

James Oliver Johnson High School

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Micheala McRae