Michael Mccarty Email & Phone Number

Denton, Tx, Us

Corinth, Tx

Farmers Branch

- Continually reviews and refines processes and plans for improvements by collecting and analyzing data. • Develops solutions for operational issues and concerns; develops organized change strategies or plans, coordinates necessary technology solutions resulting updates to processes and training curriculum. • Coordinates meetings with leadership and their reports to establish and document processes to support continuous improvement of sound business practices.- Follows through with the process implementation in cooperation with all the included parties to ensure accurate implementations. • Develops and evaluates strategies to measure the achievement of established goals- Develops work aids such as; process descriptions, check lists, templates, customer correspondence, MAS action creation, and guides to assist personnel with implementing the process or carrying out the implemented process. • Interprets historical, current, and projected data to identify problems, causes and areas for which procedural change is required.

- Work with department manager to identify tools and processes to better implement the supported department’s goal.- Identify creation of improper jobs, improper processes being followed and/or poor customer service skills.- Identify and praise agent work that displays excellence. - The continual focus of relationship building between QA and Customer Technical Support - Facilitate and support quality huddles in conjunction with department supervisors to positively impact agent performance through agent-driven engagement.- Assist QA Manager in the facilitation of QA leadership meetings with department management and supervisors.- Create job aides to streamline identified issues. - Consistently operate with sound judgment and objectivity when providing feedback and in day to day activities.- Maintain in confidentiality in all matters concerning performances and department matters.- Provide a positive example to all agents through work habits, attendance and overall knowledge.- Maintain a service-oriented attitude when working with team members, always conveying a desire to help.

- Proactively assumes responsibilities in the absence of Supervisors- Exercise excellent judgment when working with escalated internal and external customers, to find win/win solutions - Continuous involvement in performing job responsibilities- Engages in continuous learning to stay updated with department and company changes- Proactively communicates to all levels, for continuous improvement

- Consistently utilizes excellent listening, probing and analytical skills to identify customer’s technical issues for one-call resolution- Assists customers who call with questions regarding billing and payment related inquiries- Always successfully resolves the customer’s issue while keeping the best interests of the company and customer in mind- Proactively communicates every opportunity to drive excellent service execution- Proactively work to assist others in achieving the organization’s objectives

- Check guests in and out of hotel utilizing the OnQ and Quore systems. - Proficient use of MS Office and Excel. - Preform daily audits. - Work independently and direct other departments. - Provide exceptional customer service as evidenced by multiple five star ratings.

- Conducted sales and managed stock using the iPOS system. - Was responsible for opening and closing the store independently. - Trained new employees to company values, policies and procedures. - Conducted sales audits and bank deposits. - Organized marketing and events. - Delivered exemplary sales and customer service, winning multiple awards for both.