1. Brian C. McGrowder
426 Ashton Circle Cont. Home 615-635-4482
Smyrna, Tennessee 37167 Email: email@example.com
Pursuing a career within your Customer Service Organization specifically as a Supervisor/ Coach, assuming the responsibilities of
developing 20-100 representatives,anticipating each representative’s needs to provide superior coaching and development to enhance
behavioral changes,balancing the professionalism and overall growth of the team, while educating and motivating through intu itive
listening and Excellent problem solving skills.
Highly Energetic and Dynamic Customer Service Management Professional with Exceptional Inter-Personal and Communication
skills to build effective team relationships. With Ten years customer service management experience, I desire a position that will offer
a challenging opportunity.A position will make optimal use of my prior experience to effectively interface with internal and external
contacts,ensuring Accurate and Timely Processing of Electronic, Verbal, and Written Communication to successfulin meeting o ur
ECONOLODGE INNS AND SUITES, Antioch, TN, Front Desk Manager. Aug. 2014- May 2015
Manage and monitor activities of all employees in the Front Office department making sure they adhere the standards ofexcellence
and to the guidelines set in the employee handbook,hotel policies and procedures,coaching, training and correcting where needed .
Inform all Front Office staff of daily activities, group and VIP arrivals as well as special requests and repeat guests . Check
accommodations, making sure any special requests are carried out accordingly, greet guests upon arrival and ensure escort to
accommodations if appropriate.
Coordinate daily activities with hotel management team on a daily basis, working closely with the Housekeeping Department to
improve guest services and foster cross-departmental communication.
Be aware and able to enforce all fire –life -safety procedures. Remain current in all updates about new procedures and training.
Ensure staff is fully trained in emergency procedures
Helping potential guess to make decisive decision on what types of products or services would best suit their needs,as well aiding
Customers in completing other purchases or transactions such concierge services.
METRO FURNITURE OUTLET, Nashville, TN, Customer Service. / Finance Manager Jan 2010-Aug. 2011
Ability to demonstrate success and experience in managing the day-to-day customer service experience of the furniture industry while
exemplifying excellent face-to-face and telephone communication. Liaise between sales, customer and several finance companies,
playing the leading role in finalizing finance applications, following policy and procedure of the finance industry protecting the
privacy and integrity of each customer.
Manage cash and payment systems in accordance with company procedures and policies, assist with planning and implementation
of shop merchandising, layout and customer traffic flow to maximize sales, customer satisfaction,appearance, image of the store,
maintaining staff and customer safety as the uppermost priority
Greeting customers, answering questions,announcing calls or providing directions are secondary objectives,answering a multi-
line switchboard quickly, ideally within three ring cycles and direct calls to their destination immediately
File data and perform otherroutine clerical tasks as assigned,order and maintain relevant office supplies for effectiveness of
personal duties,operate a variety of standard office machines, including a personalcomputer and a variety of computer software,
phone,fax, calculator, shredding machine and photocopy machine
DUNKIN DONUT/ IOD BAKERS, Nashville, TN, Corp. Store Manager Jun. 2009- Oct. 2010
Managing and motivating each staff, recruit staff, conduct new hire training and development, according to company policies and
employment laws, and ensure relevant HR procedures are followed (appraisals, discipline, grievance, etc) Plan forecast, report on
sales, costs and business performance, according to company requirements. Attending meetings and contribute to company strategy
and policy-making as required. Developing the personal skills and capability of each cashier through on-going training.
Consistently managing the six step selling procedures,the customer service activities, and monitor the entire staff competence in
these areas to optimize and sustain sales performance, profitability and customer satisfaction. While building effective teamwork
through effective training, deployment and communication.
Reviews restaurant environment and key business indicators to identify problems and opportunities for improvement and action
plan with team to achieve operational goals. Review monthly food and labor expenses for all factors affecting the profitable
performance of the shop.
Seeking to and continuously developing Dunkin Donut knowledge base Ensures service with speed goals, per Dunkin’ Donuts
standard,are met throughout each shift at Drive Thru and Front Counter, focusing on effective team service.
2. RYZEX REPAIR INC. - Nashville Tennessee. Customer service Administrator. Feb. 2007- Dec. 2007
Customer Service Advocate,working cross functional with other internal departments including; Sales, Accounting,and the Technical
Department. Prioritizing each processes,overseeing the internal repair and customer billing process.
Handling a volume of 15-20 calls daily, addressing questions and concerns resolving moderate software and data issues,
providing updates on new equipment.
Activating new accounts for prospective new business and maintaining existing customer business,following up to make sure
orders are receive on time and providing time line setting clear expectation to overcome delays where necessary.
Data entry duties including serial number verification bill to and ship to address,payments and purchase orders, preparing general
and complex reports, standardizing timelines with clarity and accuracy.
T-MOBILE WIRELESS INC. -Nashville, Tennessee. Cust. Care Team Supervisor/ Coach. Apr. 2002 - Oct. 2006
Supervised the daily operations of 20-25 representatives,building a positive working relation with supervisorand department
managers, sharing best practices, fostering new ideas and perspectives growth.
Demonstrates clear and articulate verbal and written communications to create one on one coaching for continuous growth,
creating smart goals, road maps and weekly action plans. Interprets, translates,explains, and provides applicable, accurate, and
appropriate information with respect to products and services, equipment, policy and procedure, account status,marketing
promotions and campaigns, serviceability, and service problems.
Calls monitoring for Quality Improvement, Reviewing Behavioral Trends, creating new objectives, and fostering positive,
professional, ethical manner working to exceed customer's expectations.
Coaching daily Call Resolution Time to ensure efficiency to meet customer expectations, Taking ownership and accountability to
help and facilitate successfuloutcomes per customer requests.
Technical support specialists answer telephone calls from customer, computer users and may run automatic diagnostics programs
to resolve problems. Working on cell phones and PDA’s. Trouble shooting windows software’s, wireless systems issues,data
EDUCATION & QUALIFICATION
Tennessee State University Aug 2014- May 2018
Business Management Major/ Hospitality and Hotel Management
Rockhusrt University Continuing Education Center. Aug. 2007
Certificate of Completion, Business Writing and Grammar Seminar.
T-Mobile Wireless, Coach University - Leadership Development Programs. Sept. 2006
Certificate, certifying 10 Call Center Customer Service Management Programs.
Passley Garden Teacher College, Port Antonio Portland Jamaica W.I. Sept. 1989 - Jun. 1993
B.A. Business Management. Sac Accredited.
Titchfield High School, Port Antonio, Portland, Jamaica. W.I. Sept. 1984 - Jun. 1989
Diploma in Business Management Studies.
PROFESSIONAL DEVELOPMENT AND ACCOMPLISHMENT
Manager and a Retention Specialist Team lead T-Mobile Wireless Nashville TN
Earned a fast track promotion to a Call Center Management position at T-Mobile Wireless, providing effective training and
mentoring to call center representatives and peer group.
Nine years’ experience working with several cruise line in the hospitality industry.
.Technical and Office Skills
Microsoft office and Micro soft projects (Word, Excel, Power point, and Access).
Knowledge of CMS/Centrevue Supervisor systems,and (7) seven years experience with call center Windows systems; Witness,
TCS, Citric, Remedy, Streamline, CTI Soft Phone, Primus, and CEMA.
Hotel operation Systems
PMS Opera 5.0, Check-in operation, Choice Advantage,HQ management.
Call Center Management Program
C.C.E Coaching for Excellence, E.CC.L. Essential Call Center Leadership, Leadership D.N.A, C.E.T. Coaching Effective Tools,
Available upon request.