Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
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TRAWN MCGILL

TRAWN MCGILL

Summerville,SC

Summary

Seasoned Operations Manager and talented leader with 18+ years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.

Overview

21
21
years of professional experience

Work History

OPERATIONS MANAGER

American Express/TELUS
01.2021 - Current
  • Ensure the profitability of the account/program by meeting client KPIs, goals, and targets
  • Maintain company-set staffing ratios for smooth program operations and sufficient manpower for forecasted call volume
  • Ensure adherence to company and client policies and procedures
  • Monitor queue to ensure service metrics are met and sales metrics achieved through coaching and management
  • Design and implement incentive schemes to drive performance
  • Provide immediate coaching for underperforming team members
  • Liaise with top management and clients regarding program performance, analyzing data for actionable insights.
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Developed and maintained relationships with external vendors and suppliers.
  • Developed systems and procedures to improve operational quality and team efficiency.
  • Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
  • Managed budgets effectively, consistently delivering projects on-time and within financial constraints.

TECHNICAL SUPPORT MANAGER

Verizon wireless
01.2009 - 09.2020
  • Managed 50+ employees while setting clear goals and objectives, assessing performance, providing feedback, training, and coaching
  • Acquired and maintained current knowledge of relevant product offerings and support policies
  • Demonstrated technical/professional expertise through problem resolution
  • Monitored call quality and provided constructive feedback to enhance performance
  • Increased efficiency and productivity through effective staff training in customer service protocols and call resolution techniques.
  • Tracked KPIs and created continuous improvement plans.
  • Fostered an environment of continuous improvement through active solicitation of feedback from both customers and internal staff members.
  • Enhanced customer satisfaction by addressing technical issues and providing timely resolutions.
  • Collaborated with cross-functional teams to identify and resolve systemic product issues.

WAREHOUSE RAMP MANAGER

Fedex
12.2003 - 04.2009
  • Supervise and coordinate ground operations activities, including aircraft marshalling, loading/unloading of cargo and baggage, and aircraft servicing
  • Manage and schedule ramp personnel to ensure adequate staffing levels and efficient operations
  • Provide training and guidance to ramp personnel on safety procedures, equipment operation, and customer service standards
  • Ensure compliance with all safety and security regulations, including TSA and FAA requirements.
  • Established a positive work environment that promoted teamwork, accountability, and continuous improvement among employees in the ramp area.
  • Minimized incidents on the ramp area by enforcing strict adherence to safety regulations and guidelines among all staff members.
  • Reduced turnaround time for aircraft by coordinating effectively with ground service teams and flight crews.
  • Spearheaded initiatives focused on environmental sustainability within ramp operations reducing fuel consumption carbon emissions waste production.
  • Implemented effective risk mitigation strategies to minimize disruptions in services due to unforeseen events or circumstances beyond control.
  • Assisted in disaster recovery efforts as needed, working collaboratively with emergency responders to ensure safe evacuation or assistance to affected individuals.

Education

High School Diploma -

Lake City High School
Lake City, SC
05.1998

Some College (No Degree) - Business Administration And Management

Strayer University
Columbia, SC

Skills

  • Effective Communication
  • Leadership
  • Empathy and Compassion
  • Conflict Resolution
  • Ability to Delegate
  • Problem Solving
  • Time and Priority Management
  • Confidence
  • Team Leadership
  • Project Management
  • Staff Management
  • Inventory Control
  • Regulatory Compliance
  • Workforce Management

Personal Information

Title: Operations Manager

Timeline

OPERATIONS MANAGER

American Express/TELUS
01.2021 - Current

TECHNICAL SUPPORT MANAGER

Verizon wireless
01.2009 - 09.2020

WAREHOUSE RAMP MANAGER

Fedex
12.2003 - 04.2009

High School Diploma -

Lake City High School

Some College (No Degree) - Business Administration And Management

Strayer University

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TRAWN MCGILL