Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

RHINE MCGEE

Columbia

Summary

INNOVATIVE , DILIGENT AND RESULTS DRIVEN LEADER , WITH MORE THAN 6 YEARS EXPERIENCE IN HEALTHCARE MANAGEMENT AND BUSINESS OPERATIONS FOCUSED ON MEETING AND EXCEEDING COMPANY GOALS WHILE MAINTAINING EXCELLENCE CUSTOMER SERVICE. CONSISTANTLY RECOGNIZED FOR PERFORMANCE , TEAM DEVELOPMENT AND EXCEEDING METRIC EXPECTATIONS. ANALYTICAL THINKER WITH WELL DEVELOPED TEAM LEADERSHIP AND SUPERVISORY ADEPTNESS AS WELL AS SOLID COMMUNICATION AND INTERPERSONAL SKILLS . ACCUSTOMED TO DEVELOPING EFFECTIVE TEAM RELATIONS AND ENSURING TOTAL CUSTOMER SATISFACTION .

Experienced with team leadership and operational management. Utilizes strong organizational skills to optimize workflow and improve team efficiency. Track record of fostering collaborative work environment to achieve collective goals.

Professional with significant expertise in team leadership and operational management. Proven track record in driving team collaboration and delivering impactful results. Skilled in conflict resolution, process optimization, and strategic planning, with flexible approach to evolving business needs. Known for reliability, strong communication, and fostering productive work environment.

Energetic 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

18
18
years of professional experience

Work History

Supervisor Remote

Maximus
01.2021 - Current
  • Boosted group production 100% by devising and deploying improved Customer service approach. Used a unique training method to enhance listening and providing respondent feedback while on a live call . CSR performance rose from 83% daily to 95% and above and maintained until present.
  • Monitored employee performance and provided coaching and constructive guidance to address areas of concern. The result of implementing these methods resulted in a 3 month success rate of no critical fails . Each CSR maintained 95% or higher on quality and 94% on adherence.
  • Evaluated employee performance monthly and coached and trained accordingly, increasing quality of work and employee retention. Team received for a bronze award for Quality and currently is still leading in Quality and Adherence.
  • Maintained compliance with company policies, objectives and communication goals. Team meetings and metric goal strategic building methods are discussed every Saturday to start the new week Strong .
  • Set overall vision and provided team leadership. Team meetings and coaching's are held every week to answer any unknowns and provide best practices from today's top CSR s
  • Prepared and managed work schedules, vacation and sick time accurately on weekly basis. Adherence is a major part of the CSR performance , managing an effective schedule , being on time from breaks and lunches along with working successfully with Work force to ensure the CSR s success numbers stay competitive .
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
  • Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
  • Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
  • Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
  • Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
  • Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
  • Boosted team morale and performance, organizing regular training sessions and motivational meetings.
  • Oversaw compliance with industry regulations and company policies, ensuring safe and legal operational environment.
  • Developed strong customer relationships through attentive listening and prompt resolution of concerns.
  • Delivered high-quality work consistently, exceeding performance objectives regularly.
  • Facilitated seamless communication between departments, ensuring that all teams were aligned with company goals.

Customer Service Representative

United HealthCare Services Inc.
07.2019 - 01.2020
  • Collected customer feedback and made process changes to exceed customer satisfaction goals 100%.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Regularly exceeded daily sales and product add-on quotas.
  • Answered constant flow of customer calls with up to 213 calls in queue per minute.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services and company information.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Customized support strategies for high-priority clients to ensure their specific needs were met.
  • Collaborated with product team to communicate customer feedback, resulting in product enhancements.
  • Coordinated with logistics department to expedite shipping for urgent customer orders.
  • Implemented rewards program that encouraged repeat business and strengthened customer relationships.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.

IT Support Specialist

United HealthCare Services Inc.
07.2019 - 01.2020
  • Determined hardware and network system issues using effective troubleshooting techniques.
  • Created help desk tickets, troubleshot and resolved desktop issues.
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
  • Performed tests of functionality, security and performance of different workstations and devices.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Provided Tier 1 IT support to non-technical external users through desk side support services.
  • Managed high levels of call flow and responded to password login technical support needs.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Activated accounts for clients interested in new services.
  • Managed high levels of call flow and responded to technical support needs.
  • Used ticketing systems to manage and process support actions and requests.
  • Installed, configured and maintained computer systems and network connections.
  • Researched and identified solutions to technical problems.
  • Generated reports to track performance and analyze trends.

Assistant General Manager

Holiday Retirement
03.2012 - 01.2019
  • Managed budget implementations, employee reviews, training, schedules and contract negotiations.
  • Motivated, trained and disciplined employees to maximize performance.
  • Resolved problems promptly and effectively to elevate customer approval.
  • Monitored and evaluated teams, identifying and targeting opportunities for improvement.
  • Managed, trained and motivated back and front-of-house employees to always be improving knowledge and abilities in the field.
  • Supported community outreach campaigns by collaborating with local organizations and community groups.
  • Mentored and motivated team members to efficiently achieve challenging business goals.
  • Controlled spending on overhead and equipment by devising and executing cost-management procedures.
  • Managed part time team schedule with eye for coverage needs and individual strengths.
  • Maintained well-controlled business inventory with minimal losses by enforcing solid monitoring and management structures.
  • Increased customer satisfaction by addressing and resolving concerns in a timely manner.
  • Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.
  • Improved employee morale through recognition programs that acknowledged individual achievements and team successes.
  • Mentored and motivated team members to achieve challenging business goals.
  • Trained new staff members, equipping them with skills needed for success in their roles.
  • Improved operational workflows, resulting in smoother running of establishment.

Sales Associate

Verizon Communications Inc
08.2010 - 03.2012
  • Liaised with customers, recommending specific products and specials in alignment with individual needs, requirements and specifications.
  • Developed positive customer relationships through friendly greetings and excellent service.
  • Maintained records related to sales, returns and inventory availability.
  • Worked collaboratively with team members to drive customer service initiatives, achieving sales goals and increasing feedback scores.
     
  • Maintained excellent knowledge of complex technology devices and products to assist customers in making selections to meet business and personal needs.
  • Followed latest market trends to contribute suggestions seasonal buys.
  • Collaborated in creating strategies that drove sales and revenue.
  • Applied excellent communication skills and ability to establish rapport to close sales and meet targets.
  • Educated customers on different products and product care.
  • Devised and executed business initiative to re-brand the department to improve key performance metrics for customer satisfaction and sales.
  • Helped customers with questions, problems and complaints in person and via telephone.

Sales Associate

AT&T Inc.
01.2009 - 07.2010
  • Analyzed and properly processed product returns and assisted customers with other selections.
  • Applied technical knowledge to assist customers in diagnosing and resolving problems with mobile devices.
  • Applied excellent communication skills and ability to establish rapport to close sales and meet targets.
  • Developed positive customer relationships through friendly greetings and excellent service.
  • Provided repeat customers with exceptional care and attention.
  • Collaborated in creating strategies that drove sales and revenue.
  • Recognized for contribution in exceeding sales budgets and metrics for the measurement of customer satisfaction.
  • Cultivated a loyal customer base, resulting in a high level of repeat and referral business.
  • Worked collaboratively with team members to drive customer service initiatives, achieving sales goals and increasing feedback scores.
  • Achieved sales goals and service performance goals of $45k to 50k by cultivating and securing new customer relationships.

Loss Prevention Specialist

Best buy
03.2007 - 04.2010
  • Supported Chief Operating Officer with daily operational functions.
  • Produced ad hoc reports and documents for senior team members.
  • Verified data integrity and accuracy.
  • Researched and updated all required materials needed for firm and partners.
  • Introduced and implanted viable loss control strategies by maintaining strong partnerships and trust with customers.
  • Completed loss control surveys for underwriting information and evaluation.
  • Generated comprehensive reports documenting evidence of attempted theft and recovered merchandise.
  • Worked with auditors to conduct investigations into suspected theft or fraud by internal personnel by truck reporting log and warehouse log info.

Education

High School Diploma -

West Florence High School
Florence, SC
1995

Associate of Science - Electronic Engineering technology

Florence Darlington Tech
Florence, SC
2002

Skills

  • Organization & Time Management
  • Problem Assessment & Analysis
  • Staff training/development
  • Customer service-oriented
  • Operations management
  • Conflict Management
  • Stress Tolerance
  • Team Building & Development
  • Communication Skills
  • Decision Making
  • Delegation
  • Timeline management
  • Recruitment
  • Coaching and mentoring
  • Product development
  • Microsoft Excel experience
  • Training and mentoring
  • Goal oriented
  • Staff management
  • Customer service
  • Staff discipline
  • Verbal and written communication
  • Task delegation
  • Quality control
  • Documentation and reporting
  • Multitasking Abilities
  • Time management
  • Adaptability and flexibility

Accomplishments

    2002 & 2003 YMCA HERO AWARD

    2002 AND 2003 YMCA CPR CERTIFICATION

    2010 & 2011 EMPLOYEE OF THE MONTH SALES

    2012 AND 2013 TOUCH OF EXCELLENCE AWARD ( HOLIDAY RETIREMENT )

    2018 EXCELLENCE AWARD FOR BEST RUN COMMUNITY IN EASTERN REGION

    I HAVE RECIEVED TOP REWARDS IN EVERY FIELD . I HAVE THRIVED AND SOLIDIFIED MY BUSINESS ACCOMPLISHMENTS ON EVERY LEVEL . WORKING FOR MAXIMUS IS A DREAM COME TRUE , MY TEAM HAD THE LONGEST STREAK OF ZERO CODED CASES IN 3 MONTHS . CURRENTLY WE HAVE AN IMPRESSIVE 92% FOR THE CDC -INFO CENTER.

Timeline

Supervisor Remote

Maximus
01.2021 - Current

Customer Service Representative

United HealthCare Services Inc.
07.2019 - 01.2020

IT Support Specialist

United HealthCare Services Inc.
07.2019 - 01.2020

Assistant General Manager

Holiday Retirement
03.2012 - 01.2019

Sales Associate

Verizon Communications Inc
08.2010 - 03.2012

Sales Associate

AT&T Inc.
01.2009 - 07.2010

Loss Prevention Specialist

Best buy
03.2007 - 04.2010

High School Diploma -

West Florence High School

Associate of Science - Electronic Engineering technology

Florence Darlington Tech

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RHINE MCGEE