Steven Mcrae Email & Phone Number

Baltimore, Md, Us

Waynesboro, Pennsylvania, United States

Assisting customers with their gaming and pop culture needs. I assist with managing Store 7581 by maintaining the retail space, conducting sales of video games, apparel, and collectibles. Educating customers on video games, consoles, accessories and collectibles.

Baltimore, Maryland Area

Handling customer escalations through the corporate level. These cases include complaints filed with the FCC, BBB, local governments, and direct calls to the corporate offices. These cases require troubleshooting and customer education of services, billing explanations, account research, and effective communication to various departments. Assist peers with questions on closing corporate tickets. Assist peers with issues with systems: CSG, Einstein, PHT, Watchtower, Scout. Assist peers with technical questions regarding customer’s service issues and possible fixes. Listen to customer calls and verify that the S4X call procedure is followed to provide customers with a quality expereince and report any unsatisfactory behavoirs to management for coaching.

Baltimore, Maryland Area

Handling customer concerns with video, internet and phone technical issues. Assisted management by taking escalations on the floor from agents. Conducted side-by-side peer coaching to agents to assist in addressing any concerns with call flow, using Vision, CSG, and Einstein, and deescalating customers. Alex coaching trained and worked with new-hires through the nesting process. Developed a phone call flow job aid that supervisors and trainers adopted for use with their agents. Monthly statistics placed me in the top 10 call center agents on a regular basis.

Baltimore, Maryland Area

Responsible of overseeing the successful unload of trailers containing packages that are to be delivered. Communicate with various personnel to coordinate the movement of package trailers in a timely and safe manner. Supervise between 15-20 employees and ensure that their assigned jobs are completed properly. Oversee and ensure the safety of the employees by training employees in the proper safety methods and making sure all employees adhere to the safety rules. Train employees in the various job tasks and work methods. Evaluate employee performance to ensure that they are safely and efficiently completing the work they are assigned to.

Edgewood, Maryland

Teaching technology, engineering, and problem-solving to students grades 6-8. Special areas of instruction include Robotics, 3D Autodesk Inventor, and Environmental Engineering. Responsible for safety and education of 20-30 students per class with 6 classes a day. Planned and prepared learning material for three different units of Engineering. Worked with parents to improve on their child’s success in the classroom.

Master'S Degree, Adult And Continuing Education And Teaching, 4.0 Gpa

I obtained my Master's Degree in Adult Education through the University of Phoenix's online program where I obtained a 4.0 GPA.

Bachelor'S Degree, Technology Teacher Education/Industrial Arts Teacher Education, 3.2 Gpa

Activities and Societies: TEAC, Bowling League, ITEEA, Technology Student Association (TSA) I attended California University.