Christina McGill has over 10 years of experience in customer service roles including her current position as a Supervisor for the Federal Facilitated Marketplace at General Dynamics Information Technology where she guides CSRs in insurance enrollment processes and leads a team of 18 CSRs. She was nominated Supervisor of the Month in January 2015. Previously, she worked as a Server and Manager at Granny Cantrell's restaurant for over 10 years and as a Customer Service Representative at Best Buy. She has 26 credits towards a Bachelor's degree in Social Work from Florida State University of Panama City and an Associate's degree from Gulf Coast State College.
1. Christina McGill
1244 Collegewood Dr
Lynn Haven, FL 32444
850-628-3475
christina.mcgill@yahoo.com
!
EXPERIENCE
!
CCO Federal Facilitated Marketplace Supervisor, General Dynamics Information
Technology; Panama City, FL — 2013-Present
• Guide and Develop CSRs in the proper insurance enrollment processes of the Affordable Care
Act to the general public
• Provide leadership and supervision to a team of 18 Customer Service Reps, while
motivating to increase productivity and best practices
• Work closely with CSRs and members of management team
• Review, approve and sign time cards
• Maintain department records
• Supervisor of the Month for January 2015 - Nominated by Supervisors/Management
• Strong ability to adjust to a changing environment where not only policies change, but
requirements as well
• Ability to provide and translate Standard Operating Procedures (SOPs) to team
members, ensuring everyone follows company guidelines
❖ Special Projects at GDIT:
PDF Distribution
• PDF Application Point of Contact for distribution
• Lead a team of 75 which accelerated in data entry of the PDF Application ensuring a
successful Marketplace application
PDF Application Management Process
• Review the support processes associated with data entry of PDF Applications
• Participated and gave insight to understand the current state processes, identify
inefficiencies and develop recommendation for improvements with PDF transcription
into online application
Mini Interactive Voice Service (IVR) Distribution
• Educated Customer Service Representatives on the call back process
• Assigned and distributed telephone numbers to Customer Service Representatives to
assist with required call backs
• This Mini IVR distribution reduced high call volumes and queue times quickly in the
Marketplace providing consumers with option for a call back
!
Supervisor / Server, Granny Cantrell’s; Panama City, FL — 2002—2013
• Develop weekly schedules for 17 servers.
2. • Insure all customers have a pleasurable dining experience.
• Perform manager duties which include: counting down till, filling out bank deposits,
fielding customer comments and complaints, keeping employees on task.
!
Customer Service Representative, Best Buy; Panama City, FL — 2004—2005
• Regulated customer returns and/or exchanges on a daily basis.
• Fielded customer comments.
• Provided information to customers regarding store policies.
• Maintained proper documentation on all returns/exchanges.
• Fielded all incoming calls for fellow team members and managers.
• Worked closely with other departments and provided assistance if necessary.
• Performed specialized tasks with the Geek Squad regarding shipping/receiving of
products, as well as continual contact with manufacturers and customers regarding
products sent for service.
!
EDUCATION
Florida State University of Panama City; Panama City, FL — Earned 26 credits towards
Bachelors of Social Work 2005-2006
Gulf Coast State College, Panama City, FL — General AA 2005