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
Greer, SC
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
Greer, SC
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
Greer, SC
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
Greer, SC
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
McCormick, SC
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
Augusta, GA
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