Greg Mcfadden Email & Phone Number

Greensboro, NC, US

• Solved complex problems efficiently and effectively to ensure client satisfaction.
• Implemented strategies to improve client retention rates and foster long-term relationships.
• Facilitated seamless client onboarding processes to enhance the overall customer experience.
• Managed customer relationships by providing personalized support and addressing inquiries promptly.
• Executed successful account management strategies to optimize client engagement and promote loyalty.
• Led a dynamic team of professionals to achieve company goals and objectives.

• Regional Customer Service Call Center Manager and operations support for the Carolinas and Tennessee Market, managing remote teams in SC & TN, as well as onsite reports.
• Monitored and QA’d written and verbal communications by customer service reps to ensure client needs were properly addressed.
• Tracked phone metrics for number of calls, staffing, and customer service issues.
• Developed, motivated, evaluated and coached staff on work procedures, proper call handling and teamwork delivering excellent customer service.
• Took inbound calls from VP’s, Directors, security officers, and business clients.
• Interfaced with corporate customers for feedback and development of improvement plans.

Chicago, Illinois, US

• Developed Customer Service staff through coaching, providing performance feedback, providing effective performance assessments, and establishing performance development plan.
• Utilized Workforce Management tools to ensure schedule adherence of staff for daily phone coverage.
• Managed, processed, and reviewed timesheets, payroll, and daily attendance of Call Center employees.
• Participated in various projects as assigned as well as performed all other duties as directed by management.

Purchase, New York, US

• Led a high-performing team in achieving project milestones and exceeding performance targets.
• Maintained positive customer relationships by addressing inquiries, concerns, and feedback in a timely manner.
• Resolved complex issues by analyzing root causes and implementing effective solutions.
• Managed territory assignments by prioritizing tasks, optimizing resources, and increasing market penetration.
• Tracked team and individual performance metrics to evaluate progress and identify areas for improvement.

Purchase, New York, US

• Communicated effectively with SC MEM field leadership and service technicians in an effort to address routing concerns and offer reasonable solutions.
• Mastered the usage of CETS, Click Roster, ClickSoft Scheduler, Emailtopia, Business Objects and MS Office programs.
• Collaborated with SC MEM field leadership to identify exception situations and drive best possible solutions for resolution.
• Executed resolution follow-up to handle a wide variety of questions, issues, and customer service needs with seamless coordination and communication.
• Participated in continuous improvement to review prior solutions. Solicit feedback from field supervision.
• Managed and organized quarterly DOL Refreshers, served as Org Health representative.

Purchase, New York, US

• Support Pepsi Equipment Services, Inbound Customer Service Representatives, and Leadership.
• Plan and implement call center strategies and operations; improving systems and processes; managing staff.
• Monitor phone support and staffing levels to ensure the optimization of resources.
• Provide daily and weekly performance coaching for 100 Inbound Agents.
• Handle escalated customer complaints.

Purchase, New York, US

• Acted as a SME (subject matter expert) for customer expectations and front line agents. Conducted ongoing training and meeting sessions for Front Line Agents.
• Utilized Continuous Dispatching solution to assist locations to achieve customer service objectives by ensuring a balance between customer response time windows met and cost/productivity targets for customer and.
• Managed, planned and directed all day to day inbound call center activities for 25 Pepsi Equipment Service Agents.

Managed, planned and directed International Voice over Internet Protocol business telecommunications, sales strategies and interconnections with customers and service providers.Provided critical technical support to Voice over Internet Protocol customers.Developed and maintained databases utilizing Microsoft Word and Excel.Developed reports to monitor key.

Managed, planned and directed all day to day warehousing and transportation activities for f 60 staff members within a 500,000 square feet plant facility.Established positive relationship with 25 vendors and distributors to ensure the best freight partners are being used also sourced additional partners and replaced those deemed not effective to business.

Oakland, CA, US

Managed, planned and directed all warehousing and inventory activities across 3 shifts with the production plant, which produced 17 million pounds of liquid Clorox and Clorox II per week.Provided support to the Technical Resources on any autonomous/preventive maintenance on the palletizers or warehouse equipment.Interfaced with other team managers on shut.

Special Project Manager to the Director of Transportation working to improve procedures, process and develop transportation strategies for maximum performance of our private fleet. Managed the Inbound Transportation Program, which consist of backhaul, 3rd party and common carriers to generated revenues of $150,000 per month to offset transportation.

Purchase, New York, US

Supervised all operational activity for the Norfolk Zone (4 distribution centers) with over 30 employees including shipping, warehousing, receiving, hiring, training, and inventory levels with an operating budget of $3 Million Dollars for the Norfolk Zone. Monitored inventory, sanitation and quality control activities. Direct activities related to.

US

Run a series of inventory reports on daily, weekly, or monthly basis. Develop accurate, consistent, and enhancements to the inventory reporting structure.Identify ‘heavy’ and ‘low turn’ inventory items and maintain communication reports for Purchasing and Sales team.Perform inventory adjustments (quantity and price variance updates & analysis)Validate.

Master Of Arts - Ma, Organizational Leadership Contration Supply Chain Management

Bachelor Of Science (Bs), Logistics, Materials, And Supply Chain Management