Tycia Cunningham-McGill
Boiling Springs
Summary
Experienced and reliable customer service officer with extensive experience providing assistance in a busy call center setting. Strong dedication to helping customers resolve issues and cultivating a positive image of the company. Excel in both team environments and alone. Proven ability to listen attentively, solve problems quickly and efficiently, and create high-quality professional relationships with callers. Fully committed to following company procedures and winning loyal customers.
Overview
24
24
years of professional experience
Work History
Time Study Representative
BMW Manufacturing
12.2005 - Current
- Collected, arranged, and input information into database system.
- Helped meet changing demands by recommending improvements to process sheets throughout paint shop.
- Developed effective improvement plans in alignment with goals and specifications.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Conducted regular reviews of work stations and identified areas for improvement.
- Created and managed project plans, timelines and efficiency.
- Communicated frequently with management, associates, and safety to provide feedback and discuss instructional strategies.
- Identified problems and specific resolutions to help balance out utilization's throughout the paint shop stations.
- Actively listened to associates, handled concerns quickly and escalated major issues to supervisor.
- Clarified management issues and determined root cause of problems to resolve product or service. complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Process Supporter
BMW Manufacturing / Paint Shop / New Model
03.2016 - 03.2020
- Participated in voluntary of process supporter training classes to increase understanding of associates concerns and shorten safety issues
- Reviewed processes, identifying areas requiring improvement.
- Provided technical assistance to production team when issues arose.
- Conducted root cause analysis to identify, prioritize and eliminate process losses.
- Met daily with team members to discuss project implementations and alleviate any issues.
- Coached newly hired employees and interns while observing progress and delegating tasks.
- Created process simulations to test operational outcomes without causing service disruptions.
- Collaborated with technologists to address operating issues and support rapid recovery.
- Developed conceptual scope analyses of project objectives.
- Resolved technical and quality issues by collaborating with customer, manufacturing, quality assurance, vendors and supplier personnel.
Internal Section Auditor / Quality Paint Shop
BMW Manufacturing
02.2014 - 05.2016
- Inspected units with accuracy, reporting problems or defects quickly.
- Performed frequent visual inspections to root out tolerance and compliance issues.
- Worked with specific production team members to rectify production issues and maintain high-quality final products.
- Identified and helped resolve production problems, increasing output while reducing errors.
- Maintained high standard of workmanship by using only approved data, materials, tools and test equipment.
- Monitored production operations for compliance with specifications and promptly reported defects.
- Supervised production workers to identify areas in need of improvement for high-quality production.
New Model Launch Team
BMW Manufacturing
09.2012 - 02.2014
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Collected, arranged, and input information into database system.
- Evaluated customer needs and feedback to drive product and service improvements.
- Educated staff on organizational mission and goals to help employees achieve success.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Frequently inspected production area to verify proper equipment operation.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
- Generated reports detailing findings and recommendations.
- Maintained database systems to track and analyze operational data.
Correctional Officer
SC State Prision
05.2005 - 12.2006
- Searched cells of inmates to identify and confiscate contraband and other prohibited items.
- Escorted inmates to and from cells, court, hospitals, and medical appointments.
- Observed and supervised inmates throughout visits, meal time, recreation, phone calls, and showers.
- Conducted routine and emergency head counts.
- Tracked inmates through head counts, visitor logs, and scheduled activities.
- Prepared, processed and maintained forms, reports, logs, records, and activity journals.
- Observed behavior of residents individually and in groups.
- Completed intake paperwork, fingerprints, and searches.
- Inspected work sites and crew trucks for contraband, cleanliness, and safety.
- Provided guidance and support to inmates to help reintegrate in society and establish new beginnings.
- Assisted in development of procedures and policies to maintain peace and order in facility.
Customer Service /Quality Assurance Analyst
Future Call Telemarkating
05.1999 - 09.2005
- Evaluated current processes to develop improvement plans.
- Produced detailed and relevant reports for use in making business decisions.
- Gathered, documented, and modeled data to assess business trends.
- Reviewed internal systems and organized training plans to address areas in need of improvement.
- Conducted thorough reviews of operations to devise and deploy improvement strategies.
- Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues.
- Restructured procedures through coordination with compliance director to create and execute projects.
- Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
- Created and optimized records management strategies to coordinate and protect information.
- Skilled at working independently and collaboratively in a team environment.
Education
Certificate - Clinical Certified Medical Assistant
Caring Hands Training Center
Inman 06.2023
Certificate - Phlebotomy
Spartanburg Community College
Spartanburg08.2009
Skills
- Data entry and maintenance
- Credit card applications
- Customer account management
- Complaint resolution
- MS Office and CRM
- Multiline phone etiquette
- Communication
- Attention to detail
- Data Communications
- Delivery Tracking
- Customer Support
- Program Management
- Database Maintenance
- Daily Logs
- Policy and Procedure Adherence
- Information Updates
- Understanding Customer Needs
- Technical Support
- Database Research
- Issue and Complaint Resolution
- Calm and Professional Under Pressure
- Information Protection
- Confidentiality Requirements
- Administrative and Office Support
- Microsoft Office
- Professional Relationships
- Quality Assurance Monitoring
- Data Entry
- Inbound and Outbound Calling
- Administrative Duties
- Training and Development
Certifications and Licenses
- MTM Practitioner
- MTM - 1 Base
- BMW Group Logistics Values
- CPR, Basic Life
- Clinical Certified Medical Assistant
Profession Relevant Skills
- Capable of handling a variety of disputes and facilitating quick and efficient resolutions over the phone.
- Proven ability to multitask and use multiple phones and other technical devices while providing exceptional customer service.
- Proficient understanding of Microsoft Word, Excel and Access.
- Knowledgeable of common office electronics and tech support.
- Passionate about promoting lasting customer satisfaction.
- Can utilize upselling prowess to sell additional products to customers or clients after providing assistance.
- Able to enter large quantities of data into a computer and retrieve important information in a brief period of time.
- Capable of entering data while remaining online with several customers at once.
- Strong verbal communication skills allow for the fostering of strong bonds with customers during all interactions.
- Able to thrive and meet company standards in a busy call center environment both alone and in a team setting.
- Successful at satisfying different types of customers with creative and knowledgeable solutions.
Timeline
Process Supporter
BMW Manufacturing / Paint Shop / New Model
03.2016 - 03.2020
Internal Section Auditor / Quality Paint Shop
BMW Manufacturing
02.2014 - 05.2016
New Model Launch Team
BMW Manufacturing
09.2012 - 02.2014
Time Study Representative
BMW Manufacturing
12.2005 - Current
Correctional Officer
SC State Prision
05.2005 - 12.2006
Customer Service /Quality Assurance Analyst
Future Call Telemarkating
05.1999 - 09.2005
Certificate - Clinical Certified Medical Assistant
Caring Hands Training Center
Certificate - Phlebotomy
Spartanburg Community College
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