Otto McNew
Hiram,GA
Summary
Professional support specialist equipped to meet and exceed client expectations. Known for strong collaboration skills, adaptability, and delivering reliable results in dynamic environments. Expertise in problem-solving, communication, and customer service. Aptitude for managing multiple tasks efficiently and maintaining positive client experience.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Sales and Support Representative
Alside
07.2022 - Current
- Maintained high levels of customer satisfaction with proactive follow-ups and clear communication.
- Managed escalated customer complaints, working closely with management to achieve satisfactory resolutions.
- Participated in regular product training sessions to stay current on updates and enhancements.
- Collaborated with cross-functional teams to identify and resolve recurring product issues.
- Enhanced customer satisfaction by resolving technical issues and providing timely solutions.
- Streamlined support processes for increased efficiency and improved response times.
- Served as a subject matter expert within the team, mentoring junior staff members on complex topics.
- Analyzed customer service data to identify trends, identify solutions and improve customer experience.
- Developed and maintained relationships with customers to enhance customer satisfaction.
- Configured hardware, devices, and software to set up work stations for employees.
- Configured and tested new software and hardware.
Residential Tax Assessor
Tyler Technologies, Inc.
08.2020 - 01.2022
- Managed a diverse caseload of residential, commercial, and industrial properties to guarantee fair assessments for all taxpayers.
- Implemented advanced software tools to optimize data management tasks and streamline the assessment process, resulting in increased productivity levels.
- Managed a workload of multiple ongoing cases by maintaining organized files and prioritizing tasks according to deadlines, ensuring timely completion of all assessments within required timeframes.
- Ensured compliance with local, state, and federal regulations regarding property taxation and valuation procedures.
- Reduced taxpayer appeals by providing clear explanations of assessments and addressing concerns promptly.
- Supported municipality revenue goals through diligent completion of accurate, timely property assessments.
- Streamlined tax assessment processes for increased efficiency and effectiveness in the department.
Service Desk Supervisor
The Home Depot
06.2018 - 07.2021
- Enhanced customer satisfaction rates by consistently providing exceptional support and timely resolutions to issues.
- Optimized resource allocation by analyzing workload trends and adjusting staffing levels accordingly.
- Streamlined service desk operations by implementing efficient processes and workflows.
- Maintained up-to-date knowledge of industry trends to identify opportunities for continuous improvement of the service desk function.
- Promoted a customer-centric approach among team members, emphasizing empathy, active listening, and effective problem-solving skills in all interactions with users.
- Managed escalations effectively, resolving complex technical issues promptly and professionally.
- Boosted employee engagement levels by recognizing outstanding performances and fostering a positive work environment.
- Trained mentored, and supervised a team of service desk technicians for optimal performance and productivity.
Pro Account Sales Associate
The Home Depot
03.2017 - 06.2018
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Answered customer questions about sizing, accessories, and merchandise care.
- Engaged with customers to build rapport and loyalty.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Solved customer challenges by offering relevant products and services.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
Order Fulfillment Associate
The Home Depot
03.2014 - 03.2017
- Upheld a positive work atmosphere through consistently displaying an enthusiastic attitude toward fulfilling daily tasks and supporting team efforts toward shared goals.
- Handled high-priority orders with urgency, prioritizing their prompt processing and shipment to meet customer needs.
- Developed strong familiarity with warehouse technology systems, enabling quick navigation through inventory databases and expedited processing of orders.
- Streamlined order fulfillment processes by implementing efficient picking and packing techniques.
- Enhanced warehouse productivity by effectively collaborating with team members to meet daily quotas.
- Followed procedures at all times for personal and team safety.
- Exceeded performance metrics regularly, demonstrating a strong work ethic and commitment to order fulfillment excellence.
- Trained new associates on basic and advanced shipment procedures.
- Reduced fulfillment errors by using RF scanners to quickly pick items to proper bins.
- Followed SOPs to avoid mix-ups and damages to orders.
Education
Undergraduate Certificate - Information Technology
DeVry University-Georgia
Naperville, IL07.2022
Skills
- Customer service
- Process improvement
- Customer relationship management
- Cross-functional collaboration
- Team leadership
- Product knowledge
- Escalation handling
- Documentation
- Email support
- Teamwork and collaboration
- Verbal and written communication
- Office administration
- Project management
Certification
Forklift Certified, 03/01/14- Current Date
Personal Information
Work Permit: Authorized to work in the US for any employer
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursPaid sick leavePaid time offPersonal development programsWork from home optionWebsites
Timeline
Sales and Support Representative
Alside
07.2022 - Current
Residential Tax Assessor
Tyler Technologies, Inc.
08.2020 - 01.2022
Service Desk Supervisor
The Home Depot
06.2018 - 07.2021
Pro Account Sales Associate
The Home Depot
03.2017 - 06.2018
Order Fulfillment Associate
The Home Depot
03.2014 - 03.2017
Undergraduate Certificate - Information Technology
DeVry University-Georgia
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