Tina Mccoy
Supervisor
Castlewood,VA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
23
23
years of professional experience
Work History
Department Manager
Lowes Home Improvment
04.2012 - Current
- Developed strong relationships with customers, associates, and community.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Contributed to a positive work environment through strong teamwork and proactive communication with colleagues.
- Assisted customers with special requests or needs, demonstrating empathy and genuine concern for their experience.
- Implemented improved cash handling procedures, reducing discrepancies and ensuring accurate financial records.
- Assisted in the development of staff schedules to ensure adequate coverage during peak hours while minimizing labor costs.
- Handled personnel issues such as attendance tracking, time-off requests, disciplinary actions fairly.
Customer Service Representative
U S Solutions
11.2007 - 01.2012
- Streamlined call center processes for improved efficiency and reduced wait times.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Met customer call guidelines for service levels, handle time and productivity.
Early Headstart Teacher
People Incorporated
10.2000 - 09.2005
- Increased students'' social-emotional development with age-appropriate activities focusing on empathy, self-regulation, and cooperation.
- Developed strong relationships with families by maintaining open lines of communication about their child''s progress and addressing concerns promptly.
- Assessed student progress regularly using various assessment tools and adjusted instruction accordingly for optimal growth.
- Implemented age-appropriate curricula to meet needs of young learners.
- Planned and executed activities to stimulate physical, social and intellectual growth.
Education
Bachelor of Science - Psychobiology
King University
Bristol, TN 05.2001 -
Carrer Studies Certificate - Health Information Technology
Virginia Highlands Community College
Abingdon, VA 05.2001 -
Skills
Complaint resolution
Systems and software expertise
Customer Service
Cash counting
Administrative Support
Order Management
Conflict Management
Timeline
Department Manager
Lowes Home Improvment
04.2012 - Current
Customer Service Representative
U S Solutions
11.2007 - 01.2012
Bachelor of Science - Psychobiology
King University
05.2001 -
Carrer Studies Certificate - Health Information Technology
Virginia Highlands Community College
05.2001 -
Early Headstart Teacher
People Incorporated
10.2000 - 09.2005