1. Page1
McKenzie K. Wright
105 Providence Lane
Martinsville, VA 24112
Home: (276) 957-1608
Cell: (276) 806-1323
Mckenziekwright82@gmail.com
Professional Summary
Dedicated and focused team lead and administrative assistant who excels at prioritizing, completing
multiple tasks simultaneously and following through to achieve project goals. Professional seeking a role
of increased responsibility and authority while gaining knowledge and skills that will allow advancement
opportunities.
Core Qualifications
Skills
 Seasoned professional whose honesty and integrity provide for effective leadership and optimal
business relationships.
 Goal-driven leader who maintains a productive climate and confidently motivates, mobilizes, and
coaches employees to meet high performance standards.
 Personable professional whose strengths include cultural sensitivity and an ability to build rapport
with a diverse workforce in multicultural settings.
 Energetic performer consistently cited for unbridled passion for work, sunny disposition, and
upbeat, positive attitude
 Highly motivated self-starter who takes initiative with minimal supervision.
 Energetic performer consistently cited for unbridled passion for work, sunny disposition, and
upbeat, positive attitude
 Highly motivated self-starter who takes initiative with minimal supervision.
 Microsoft Office Proficiency
 Excel Spreadsheets
 Results-Oriented
 Self-Directed
 Meticulous Attention To Detail
 Time Management
 Professional And Mature
 Resourceful
 Dedicated Team Player
 Understands Grammar
 Schedule Management
 Self-Starter
 High Customer Service
Standards
 Employee Relations Specialist
 Service Solutions Expert
 Strong Problem Solving
Ability
 Troubleshooting Skills
 Telecommunications
Knowledge
 Social Media Proficiency

2. Page2
Experience
ICF International
Martinsville VA
March 2015 to ICS Team Lead
March 2016
ICF International
Martinsville, VA
June 2011 to ICS Research Technician
March 2015
 Assists with the creation of training documents for new
hire training
 Actively receives phone calls during peak and
promotional season
 New hire on-boarding training and assimilation
 Assign inventory
 Handle social media and email accounts for furniture
client during duration of contract
 Process exchanges and returns for furniture client
 Process computerized applications for energy efficient
rebates
 Quality control applications for other agents for
coaching and quality purposes per client requirement
 Maintain staffing level agreements based on client expectations
based on volume of calls received per day
 Maintain staffing according to volume of calls received per day
 Coach agents in order to help them achieve their best potential
 Assists with the creation of training documents for new hire training
 Receives phone calls to assist team during peak and promotional
season
 New hire on-boarding training and assimilation
 Assign inventory
 Coach agents in order to help them achieve their best potential
 Time sheet and agent utilization completed daily for agents on team
 Escalate team issues for resolution
 Monitor team quality
 Time sheet and agent utilization completed daily for agents on team
Quality control monitoring of calls
 Because of hard work and dedication to team was honored as
'Employee of the Month'

3. Page3
Startek, Inc.
Collinsville, VA
September 2005 to Business and User Care Customer Service Representative
June 2011
New Roads Customer Service Representative
August 2002 to
September 2005
 Take incoming calls for AT&T Business End User Care
o Calls included
o Bill assistance
o Troubleshooting
 Cell phones/PDAs/smartphones
o Discussion & comparison
 Rate plans
 Billing options
o Placing orders for new phones
o Creating credits for errors in billing
o Updating customer billing info, etc.
 Escalation Specialist
o Assist with tenured agents by answering questions & taking
escalated calls
 Domestic & International Traveling Floor Support
o Selected from existing floor support to travel to new site to
assist with new hires about to become customer care
representatives
 Customer Experience Coach
o Coached representatives with below average scores to help
boost first call resolution, build confidence, & go over
company guidelines & expectations for call flow
o Generate and create reports based on agents current call quality
for operation managers to review and file for later coaching of
agent
 Call coach – Listened to recorded and live calls for agents in training
environment prior to being promoted full time agent. Ensured
information being provided to customer was accurate according to
client policy and procedure
 Accepted & received incoming calls for customer’s
wanting to place order for companies with catalogs
delivered to their homes, answered questions regarding
orders already processed as well as order status
 Monitored multiple databases to keep track of all company
inventories.
 Collected customer feedback and made process changes to
exceed customer satisfaction goals.
 Demonstrated mastery of customer service call script
within specified timeframes.
 Provided accurate and appropriate information in response
to customer inquiries.

4. Page4
Education
2013 to 2016 Keiser University (eCampus) Fort Lauderdale, FL
Bachelor of Science: Psychology
3.83 GPA
Graduated Magna Cum Laude
References Jennifer Malcolm
ICF International Analyst in Jackson,MI
Phone: (517)-366-9990
Email: JACMalcolm@gmail.com
Thomas Stokes
Former Owner & Proprietor of GT Natural Nail Clinic in
Martinsville, VA
Phone: (276) 252-2785
Email: gtnnc@hotmail.com
Quierra Pettie
ICF International Special Reports Team in Martinsville, VA
Phone: (434) 987-4412
Email: quierra.pettie@icfi.com
Amanda D. Zapata
ICF International Trainer Martinsville, VA
Email: Amanda.davis@icfi.com