Summary
Overview
Work History
Education
Skills
Awards
Timeline
Generic

TEDDI MORGAN

Summary

Detail-oriented Operational Supervisor with 10+ years of customer service and leadership experience, specializing in problem-solving, workflow optimization, financial analysis, and cross-team collaboration. Proven expertise in technical troubleshooting, incident resolution, application support, and process improvement. Adept at shadowing end users, testing workflows, documenting resolutions, and managing financial performance. Strong background in data analysis, operational supervision, and customer service.

Overview

17
17
years of professional experience

Work History

Operational Supervisor

Fire-Dex Gear Wash
03.2024 - Current
  • - Manage site operations, overseeing financial performance, labor, and payroll.
  • - Utilize Excel and EBITDA for financial tracking, budgeting, and performance evaluation.
  • - Conduct profit and loss (P&L) analysis, identifying areas for cost savings and efficiency improvements.
  • - Provided customer support to multiple fire departments, ensuring service satisfaction and issue resolution.
  • - Conduct employee evaluations to enhance performance and productivity.
  • - Collaborate with cross-functional teams to optimize processes and improve operational workflows.

General Manager

RaceTrac Petroleum
04.2019 - 02.2024
  • - Conducted technical investigations and root cause analyses, resolving 95% of reported issues.
  • - Shadowed end users to gather data, analyze workflows, and enhance system usability.
  • - Collaborated across departments to escalate technical concerns to appropriate teams, ensuring timely resolutions.
  • - Documented troubleshooting steps, resolutions, and knowledge articles, improving efficiency for future cases.
  • - Balanced client needs and business priorities, effectively managing and escalating incidents based on severity.
  • - Led training initiatives for employees, enhancing adoption of internal tools and improving response times.

Relief Manager

RaceTrac Petroleum
07.2014 - 04.2019
  • - Monitored, diagnosed, and resolved system and customer-related technical issues.
  • - Assisted in workflow testing and process improvement initiatives to optimize operations.
  • - Worked closely with cross-functional teams to address end-user concerns and implement fixes.
  • - Managed and documented technical issues, resolutions, and escalations, creating a knowledge base for faster troubleshooting.
  • - Supervised a team and trained new employees on troubleshooting protocols and customer service best practices.

Shift Manager

Bruster's Real Ice Cream
04.2008 - 01.2016
  • - Investigated and resolved operational and customer service workflow inefficiencies.
  • - Trained employees on technology tools and troubleshooting to improve customer experience.
  • - Developed and implemented best practices for issue resolution, reducing response times by 15%.

Education

Some College (No Degree) -

Kennesaw State University
Kennesaw, GA

Skills

  • - Technical Troubleshooting & Incident Resolution
  • - Root Cause Analysis & Problem Investigation
  • - Application Support & Workflow Testing
  • - Financial Analysis & Profit/Loss Management
  • - IT Service Management (ITSM) & Ticketing Systems
  • - Cross-Team Collaboration & Communication
  • - Documentation & Knowledge Management
  • - Data Analysis & Performance Optimization
  • - Troubleshooting & Debugging Techniques
  • - IT Service Management (ITSM) Ticketing & Incident Tracking
  • - Application Testing & Workflow Optimization
  • - SQL (Basic Queries & Troubleshooting)
  • - CRM & Enterprise Applications
  • - System Documentation & Knowledge Sharing
  • - Data Analysis & Performance Metrics
  • - Financial Analysis (EBITDA, P&L Statements, Payroll)

Awards

- Highest Positive Guest Engagement for the Area (2019, 2020, 2022), - Employee of the Month - RaceTrac Petroleum (Dec 2014, Aug 2015, Nov 2015), - Employee of the Month - Bruster's Real Ice Cream (Multiple Years)

Timeline

Operational Supervisor

Fire-Dex Gear Wash
03.2024 - Current

General Manager

RaceTrac Petroleum
04.2019 - 02.2024

Relief Manager

RaceTrac Petroleum
07.2014 - 04.2019

Shift Manager

Bruster's Real Ice Cream
04.2008 - 01.2016

Some College (No Degree) -

Kennesaw State University

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