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