NATALIE MCGEE
Fuquay-Varina,USA
Summary
Results-driven Customer Service and Operations Professional with over 20 years supporting customer-facing roles in call centers and pharmacy benefit management. Skilled in managing high-volume calls, addressing customer inquiries, and resolving issues while fostering strong relationships. Expertise in team leadership, training, and streamlining operations to enhance service delivery in fast-paced environments.
Overview
19
19
years of professional experience
Work History
Executive Program Director
Boys & Girls Clubs of Central Carolina
Sanford, NC
11.2022 - Current
- Directed daily operations and executed safety protocols for K-12 members across club initiatives.
- Collaborated with Lee County middle and high schools to enhance educational outreach through durable skills project.
- Applied behavior management and ABA strategies to support children with developmental disorders.
- Planned and executed monthly educational field trips to boost student engagement and retention.
- Led staff meetings with unit director to evaluate program efficacy and propose service improvements.
Pharmacy Benefit Manager
CVS Caremark
Remote, NC
11.2021 - 11.2023
- Consistently exceeded call-handling quotas, leading to elevated customer satisfaction metrics.
- Handled high-volume inbound calls, providing precise patient insurance support with compassion.
- Utilized internal tools to resolve complex customer complaints while maintaining compliance standards.
- Fostered trust in customer accounts through proactive engagement and enhanced satisfaction.
Store Manager
Bojangles' Restaurants, Inc.
Lillington, NC
12.2007 - 11.2021
- Executed full lifecycle hiring to enhance customer relations through strategic interviews and comprehensive onboarding.
- Supervised daily financial operations, ensuring meticulous vault and drawer audits alongside payroll accuracy.
- Managed facility operations for more than 15 years, ensuring adherence to safety protocols and compliance standards.
- Promoted a secure environment by enforcing OSHA safety guidelines for staff and patrons.
Education
High School Diploma -
Harnett Central High School
Angier, NCSkills
- Operational oversight
- Program compliance
- OSHA compliance
- Crisis management
- Team leadership
- Recruitment and onboarding
- Payroll and budgeting
- Account management
- Customer engagement
- Service delivery
- Youth development
- Behavior analysis
- De-escalation support
- Conflict resolution
Education Certifications
High School Diploma, Harnett Central High School, Angier, NC, CPR Certified, First Aid Certified, Leadership Certification, Valid Driver's License
Core Competencies
Team Leadership, Recruitment & Onboarding, Payroll & Budgeting, Operational Oversight, Account Management, Conflict Resolution, Call Management (Inbound/Outbound), Service Delivery, Youth Development, Applied Behavior Analysis (ABA) Techniques, De-escalation & Behavior Support, Safety Policy Implementation, OSHA Compliance, Emergency Response
Timeline
Executive Program Director
Boys & Girls Clubs of Central Carolina
11.2022 - Current
Pharmacy Benefit Manager
CVS Caremark
11.2021 - 11.2023
Store Manager
Bojangles' Restaurants, Inc.
12.2007 - 11.2021
High School Diploma -
Harnett Central High School