John Mc Monagle
Tempe
Summary
Dedicated and results-driven Contact Center Supervisor with a passion for enhancing customer experiences. Proven expertise in Genesys, Digital, and PCS systems, combined with a deep understanding of motivational and communication theories. Skilled in critical thinking, facilitation, and analytical problem-solving. Committed to driving operational excellence and fostering team success.
Overview
14
14
years of professional experience
Work History
Contact Center Supervisor
Modivcare
05.2021 - Current
- Initiated a joint venture with training to ensure alignment between departments
- Project-managed the inception of the digital deployment team
- Led a project to Lean PCS processes and improve plan compliance
- Served as the Subject Matter Expert for the Intake Process/Decision Tree
- Recognized as a top-performing team in the Arizona market.
Contact Center Supervisor
Treasures 4 Teachers Warehouse
11.2017 - 03.2020
- Conducted inventory assessments
- Managed shipping and receiving operations
- Collaborated with local schools to identify specific classroom needs and provided tailored supplies
- Organized community events to raise awareness and gather donations for educational materials.
Music Instructor
Private Contractor
10.2009 - 08.2019
- Provided individual piano and vocal instruction
- Directed a rock band, coaching students in performance techniques and stage presence
- Customized lesson plans based on each student’s musical interests and skill level
- Fostered a love for music by creating a supportive and engaging learning environment.
Education
Bachelor of Arts - Music
Arizona State University
Skills
- Genesys, Digital Deployment and Genesys Subject Material Expert
- Motivational Theory
- Communication Theory
- Critical Thinking
- Facilitation
- Analytical Thinking
- Strong Switch Task Ability
Education And Certifications
- Dean’s List – Arizona State University
- Jazz Bird Scholar – Arizona State University
- Top AZ Supervisor Q3 2022 – Modivcare
- 2 Supervisor Enterprise-Wide November 2022 – Modivcare
- 3 Supervisor Enterprise-Wide December 2022 – Modivcare
Timeline
Contact Center Supervisor
Modivcare
05.2021 - Current
Contact Center Supervisor
Treasures 4 Teachers Warehouse
11.2017 - 03.2020
Music Instructor
Private Contractor
10.2009 - 08.2019
Bachelor of Arts - Music
Arizona State University
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