Bob McDowell

Robert McDowell


 


 


August 2016 – Current


Unit Manager, Waffle House


Responsibilities include:


 



  • Creating weekly schedules for a staff of 10-15 people

  • Manual and electronic collection and input of sales and inventory data

  • Customer service through interaction with restaurant patrons

  • Inventory control and product ordering

  • Daily cash audits

  • Food preparation in compliance with Department of Health guidelines


 


February 2016 – August 2016


Manager Trainee, Waffle House


Responsibilities include:


 



  • Managing staff of 10-15 people

  • Inventory control through commissary audits

  • Product ordering including dry goods, meats, cheeses, produce

  • Maintaining restaurant cleanliness

  • Cash audits to ensure correct amount of money on hand


 


 


September 2014 – Current


Owner of On Site Bites sandwich shop


Responsibilities include:


 



  • Tracking inventory and placing orders

  • Accounting

  • Accounts payable and receivable

  • Scheduling catering and delivery orders

  • Preparing food for daily use

  • General face to face customer service to provide a pleasant and enjoyable experience


 


 


September 2013 – July 2014


Customer Service Pro – Verizon Wireless


Responsibilities include:


 



  • Speaking with customers about general account information

  • Placing orders for new lines of service, equipment, price plan changes, disconnects, features, and accessories

  • Saving customers from disconnecting service

  • Assisting with billing errors and making corrections

  • Connecting to proper department for issues outside my scope of training

  • Meeting daily and monthly stats for calls taken, sales quotas, time available for taking calls, adhering to schedule compliance


 


July 2003 – September 2013


Quality Assurance Coordinator – CMO (Continuity Marketing)


Responsibilities include:


 



  • Monitor, score and coach representatives on how to improve customer satisfaction as well as improve individual performance

  • Identify trends through call observations and make suggestions for improvement

  • Organize and facilitate weekly calibration sessions with internal QA staff, supervisors, training and managers to align with company objectives to reduce churn and increase customer satisfaction (NPS)

  • Implement trainings to ensure understanding of Quality requirements

  • Attend team huddles to communicate trends and areas of strength and opportunity

  • Document and deliver coaching notes to supervisors and managers

  • Assist representatives in navigating VZW systems for maximum efficiency (ACSS, Infomanager, QA website)

  • Organize and communicate monthly/quarterly assignments

  • Partner with other QA Coordinators, supervisors and Training to ensure consistent message is delivered

  • New hire class QA form rollouts as well as updated QA form rollouts to current staff


 


May 2007 – July 2007


Acting Supervisor Loyalty (now Continuity Marketing)


Responsibilities include:


 



  • Monitor, score and coach representatives on how to improve customer satisfaction as well as improve individual performance

  • Daily monitoring and reporting of performance metrics (Close %’s for data and accessories, average handle time, call work time, customer facing time)

  • Facilitating huddles to deliver team statistics as well as Marketing Campaign initiatives and call center updates

  • Delivering mid-month and month end one on one to each team member

  • Delivering and documenting disciplinary action

  • Assisting with and handling customer escalations

  • General floor support for my team and surrounding teams

  • Releasing payroll weekly and assisting other supervisors with their payroll when needed

  • Meet with Managers to review team performance and share ideas for improvement


 


2003 – 2006


Quality Assurance Coordinator – Telesales/Welcome Call


Responsibilities include:


 



  • Monitor, score and coach representatives on how to improve customer satisfaction as well as improve individual performance

  • Identify trends through call observations and make suggestions for improvement

  • Attend weekly calibrations with internal QA staff, supervisors and managers

  • Assist representatives in navigating VZW systems for maximum efficiency (ACSS, Infomanager)


 


 


 


 


2000 – 2003


Loyalty call center representative


Responsibilities include:


 



  • Provide excellent customer service through front line interaction with customers

  • Execute account analysis and recommend changes to benefit customer and increase satisfaction

  • Place orders for equipment

  • Provide general account support

  • The center transitioned briefly to a Care position during the billing conversion and supported Care by assisting customers with bill explanations, changing rate plans, troubleshooting and general account support


 


1996 – 2000


Customer Fulfillment Center Representative


Responsibilities include:


 



  • Speak with Agents to run credit applications, activate phones and change electronic serial numbers


 


Projects


 



  • Created and maintained QA website

  • Volunteered to shadow 2 CMO representatives to explain and educate on the QA Coordinator position, processes and systems

  • Trained and supported 3 new members of the QA team when hired

  • Trained and supported 4 Developmental QA Coordinators

  • Developed and launched 30 minute section by section training of QA form by supervisor team

  • Developed and distributed the TRAVEL document to assist in completing CMO call flow


 


Skills


 



  • 10+ years CMO QA experience

  • 12 years CMO experience

  • Strong coaching skills

  • Ability to work with all Microsoft Office applications

  • Strong knowledge of VZW systems (ACSS, Vision, Infomanager)

  • Strong written and communication skills


 


 


 


 


 

  • ID#: 121896
  • Location: Nashville, TN , 37217

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Bob's Steak & Chop House Cook
Nashville, TN Omni Hotels & Resorts