Rodney Mcghee
Bartlett,TN
Summary
Results driven Supervisor successful at motivating and building positive team dynamics to accomplish aggressive goals. Dedicated to open, communicative culture where employees feel empowered to contribute to company's success.
Overview
23
23
years of professional experience
Work History
Google Operations Center Supervisor
GOC (Google)
01.2020 - 01.2023
- Engage key stakeholders and participate with monitoring and reporting progress to customers
- Develop playbooks for operations, manage KPI’s, QA processes, and workflow performance dashboards
- Adhered to schedule and improved attendance from 70% to 89%
- Developed process to effectively improve quality
- Improving overall quality from 87% to 93.25%
- Collaborated with the marketing team to successfully launch new products, contributing to strategic planning, promotional campaigns, and customer engagement initiatives
- Assisted with annual performance reviews, coaching, and employee development.
- Improved employee morale and engagement by developing team-building activities and encouraging open communication among staff members.
Customer Center Manager
Flex (IBM) Help Desk
01.2014 - 01.2020
- Launch and lead Help Desk startup center with a cross-functional team of 17 employees, fostering a collaborative and innovative work culture
- Supervise, plan and manage Help Desk Call Center
- Oversee and direct the day-to-day activities of customer service agents
- Coaching, monitor calls, training, reviewing and giving corrective actions to ensure help desk calls were action in a timely manner
- Closed more than 12,000 help desk tickets monthly to exceed customer demand with 95% quality performance
- Conduct regular employee development training to enhance product knowledge, communication skills and problem solving abilities
- Developed and train agents on KPI’s and exceeded departmental goals.
Project Manager
Flex (IBM)
01.2012 - 01.2014
- Responsible for escalating technical and functional matters and completing complaint investigations
- Interacting with customers, providing information in answer to inquires about products, accounts, and services
- Receiving and processing orders, providing information concerning changes, pricing in service, and shipping
- Load ERP system with AML, and AVL data for purchasing.
- Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
- Reported regularly to managers on project budget, progress and technical problems.
Customer Service Call Center Manager
Braun Research
01.2004 - 01.2012
- Managed 130 seat outbound call center; handling all functional aspects of business operations including scopes of account management and HR reporting
- Supervised all facets of job performance functions for Quality and Training, Workforce Management and IT teams
- Directed 9 supervisors to train and oversee support staffs’ and hourly associates’ work priorities to align with client initiatives
- Effectively managed Center’s budget planning, forecasting, and salary/non-salary expenses, staff performance, client goals and financial budget targets
- Coordinated training for research associates; implementing a syllabus established as a standard operating procedure for learning functions of all non-exempt employees to achieve specific target goals
- Served as Vendor Relations Manager for outsourced projects; accountable for supporting virtual research campaigns consistent with the scope, mission, and priorities of the center.
- Monitored and analyzed various data trends; implementing change as needed for optimal work performance for all departments
- Reduced average call duration for increased efficiency and improved customer experience.
- Developed key performance indicators and implemented regular reporting to monitor progress toward goals.
- Proactively identified areas of opportunity within the call center operation to drive continuous improvement efforts.
Customer Relations Supervisor
Brother International (ACS)
01.2000 - 01.2004
- Provide input to department manager for performance discussion, goal reviews and daily feedback regarding assigned customer relations representatives
- Monitor and record productivity for assigned customer relations representatives
- Research and resolve more complex customer relations inquire and issue
- Assisting agents with handling of irate calls
- Conduct associates Performance Planning and Review, ongoing performance discussions, and salary review recommendation.
- Managed department call volume of 500 calls per day and coordinated department schedules to maximize coverage during peak hours.
Education
Bachelor in Business Management -
University of Memphis
12.1998
High School Diploma -
Hamilton High School
06.1993
Skills
- Call Center Management
- Performance Management
- Employee Relations and Retention
- Training and Development
- Policy/Process Improvement
- Client Relations Management
- Mediation
- Dispute Resolution
- Analytical Thinking
- Problem Solving
Programs
- Salesforce
- CRM
- Five9
- Microsoft Office
- Google platform
- WFM
- Zendesk
- Slack
Timeline
Google Operations Center Supervisor
GOC (Google)
01.2020 - 01.2023
Customer Center Manager
Flex (IBM) Help Desk
01.2014 - 01.2020
Project Manager
Flex (IBM)
01.2012 - 01.2014
Customer Service Call Center Manager
Braun Research
01.2004 - 01.2012
Customer Relations Supervisor
Brother International (ACS)
01.2000 - 01.2004
Bachelor in Business Management -
University of Memphis
High School Diploma -
Hamilton High School
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