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Steveland McSwain

Steveland McSwain

CTE Marketing Instructor - Northwest Guilford High School

Guilford County Schools

Greensboro, NC

Career & Technical Education (CTE) Teacher at Northwest Guilford High School





Lincoln Financial Group

Customer Care Professional

•Resolves telephone inquiries from producers, policy owners, and authorized third parties concerning all aspects of the issue and administration of Lincoln Financial Group fixed life insurance products.

•Processes transactions on a limited basis, consistent with first call resolution procedures. Must maintain certification on all prerequisite skill blocks.

•Members of the team are expected to organize and prioritize their work effectively and exhibit high degrees of flexibility while demonstrating excellent communication skills including telephone, written and oral.

•Assist other teams within customer service to maintain established goals and provide service consistencies to field partners.

•Worked in Microsoft Office.

Career medium 06
Career medium 06

Guilford College

Student Worker Supervisor

•Tasked with the coordination and dissemination of jobs necessary to handle all first-level of support problems and troubleshooting across campus, including desktop and technical support for the entire Guilford College community.

•Helping various members of the Guilford Community with questions and concerns pertaining to IT issues that occur on campus.

•Worked in Microsoft Office, including Access, Banner, and Oracle.


Legal Aid of NC

Student Intern

•Worked directly with managing partner completing a comprehensive manual detailing procedures, case law, and relevant cases pertaining to housing statutes for North Carolina.

•Assisted with conducting intakes for clients seeking exemptions from judgments regarding derogatory credit accounts.

•Worked in SAS, Oracle, and Microsoft Access database platforms.

Career medium 06
Career medium 02

Bank of America

Escalation Team Manager

•Managed a 10-person team with the responsibility of taking inbound calls from and premier banking client managers and customers who had questions and concerns regarding home equity lines of credit, installment loans and premier services.

•Assisted with and trained associates to make outbound calls for best practices in retention management by offering to lower rates.

•Assisted telephone customer service representatives with questions and concerns on home equity lines of credit and installment loans.

•Assisted Premier Banking Client Managers with answering questions and performing requested tasks for their Premier clients.

•Assisted with the training of various newly hired customer service associates.

•Assisted Retention Pricing Manager by making callbacks to customers concerning potentially lowering rates on their fixed rate loan options in an attempt to entice customers from taking their financial portfolio elsewhere.

•Improved sales techniques by providing feedback on associates’ real time sales presentations, using a quality-grading format.

•Worked exclusively with SAS and Oracle Database platforms.


American Express

Customer Service Representative and Mentor

•Handle complex calls from Corporate Card Program Administrators and handle their requests, which may include account reconciliation, research, resolution of more complex product questions or issues

•Handle escalated cardholder issues related to credit line increases, manual authorizations, account closures, decline resolution, new account issues, disputes and document requests in a timely and professional manner, providing appropriate research and resolution feedback to customer service reps

•Play key role in building and maintaining relationships between internal and external clients, including National Account Managers and program administrators

•Provide backup call center support for corporate and business card cardholders & authorizing officers

•Handle other maintenance requests received through mail

•Conducted quality calls monitoring and administered feedback to team members individually and collectively.

Career medium 06
Career medium 05

Best Buy

Retail Manager/Co-Manager

•Responsible for six sales areas of the store location - Computers, Audio/Video, Car Electronics, Appliances, and Media

•Lead six department supervisors, 12 department leads, and 100 employees.

•Accountable for store location in the absence of General Store Manager

•Improved sales techniques by providing feedback on associates’ real time sales presentations, using a quality-grading format.

•Recruiting, training, supervising and appraising staff

•Managing budgets

•Maintaining statistical and financial records


•Promoting and marketing the business

•Dealing with customer queries and complaints

•Ensuring compliance with health and safety legislation

•Preparing promotional materials and displays.


Ham's Restaurant

Area Manager

•Supervised a 22 managers throughout 5 restaurant locations, along with 430 hourly employees.

•Managed the day-to-day operations of location, including inventory control, profit and loss statements, hiring and training new employees.

Career medium 05

North Carolina Agricultural and Technical State University

Master of Arts Teaching, Business Teacher Education

Winston-Salem State University

Master's, Business Administration

Guilford College

Bachelor of Arts (B.A.), Political Science

Guilford College

Bachelor of Arts (B.A.), Business Administration and Management, General