# Rick McGavin > Senior Software Engineer Location: Charlotte, North Carolina, United States Profile: https://flows.cv/rickmcgavin I am a frontend engineer. Currently, my favorite technologies to work with are, React, Redux, Next.js, Apollo, GraphQL, TypeScript, and JavaScript. I am a former customer service operations manager and service delivery manager. I've always had an interest in computer science and programming. However, I became interested in frontend development as a career when working with user interfaces in my customer service career that displayed many opportunities for improvement. Now, every day, I build and improve user interfaces on a team of smart, driven individuals. I'm always interested in chatting about coding, and I'm always open to hearing about an exciting new challenge or idea. ## Work Experience ### Senior Software Engineer, Frontend @ Loyal Jan 2022 – Present Led the successful conversion from JavaScript to TypeScript for a legacy product, enhancing scalability and maintainability. Designed, developed, and maintained pivotal features for search and scheduling products, enhancing user experience and overall functionality. Collaborated in a team to create an intuitive user interface for an email management product. As part of the architecture team, strategized and planned the user interface for a reminders product, focusing on optimizing development efficiency, reusability, and scalability. Implemented significant improvements to frontend code quality across multiple teams, including the integration of ESLint and TypeScript checking with pre-commit hooks and CircleCI build processes to uphold coding standards. Streamlined the code review process and boosted team productivity by setting up pull request preview environments in Azure DevOps. Contributed to the development and maintenance of an internal UI component library, including adding new features and resolving bugs. Mentored mid-level engineers across multiple teams through pair programming, fostering a culture of learning and teamwork to meet team objectives on time. Successfully coordinated with clients during the launch of new features, ensuring a smooth and seamless delivery to end-users. ### Frontend Developer @ Red Ventures Jan 2019 – Jan 2022 | Charlotte, North Carolina Area Develop, maintain, and build A/B tests for e-commerce carts/checkout flows for telecom partnerships using React, Redux, Node.js, and Apollo GraphQL. Develop features and maintain a backend-for-frontend(BFF) service to interact with cart frontends and the various backend APIs it needs using TypeScript/JavaScript and Apollo GraphQL. ### Associate Front-End Developer @ Red Ventures Jan 2017 – Jan 2019 Develop, maintain, and build A/B tests for marketing web sites and pages in a JAM stack utilizing hexo static site generator, HTML, SCSS, JavaScript and jQuery. Migrated our team's sites from our server-rendered LAMP stack to a statically-generated ejs stack. Develop, maintain, and build A/B tests in a LAMP stack using php, SCSS, and jQuery. ### Service Delivery Manager @ Conduent Jan 2016 – Jan 2017 | Charlotte, North Carolina Area Led and executed quality improvement plans that improved overall quality scores an average of 17%, reducing billable revenue penalties and improving client relations Implemented and executed absenteeism improvement plans that improved absenteeism by 5%, increasing monthly billable revenue by $105,000 Manage and maintain client relations, including escalations. Direct operations, training, recruiting, and workforce departments to achieve service level agreements as outlined in client statement of work by analyzing information collected from research and translating quantitative and qualitative data into actionable recommendations Deliver disciplinary action as necessary. Write, plan, and communicate business impacting policy changes. Prepared call center performance reports by collecting, analyzing, and summarizing data and trends. Developed, trained, communicated, and implemented clean desk policies to prevent the loss of protected information. ### Operations Manager @ Xerox Jan 2014 – Jan 2016 | Charlotte, North Carolina Area Led adherence improvement initiative improving overall site adherence from 88% to over 93%, exceeding the goal of 90% and eliminating a 3% penalty on billable revenue Manage day-to-day operations as well as up to 325+ direct/indirect reports, including operations supervisors, trainers, and workforce analysts. Improve call center operations and performance by analyzing daily metrics, creating and executing improvement plans, and process improvement. Worked as Green Belt in Six Sigma project to improve AHT that ultimately led to contract renegotiation Led and empowered a team of 5 supervisors with 150 agents to an increase of 12 supervisors with over 300 agents Delivered and executed on training plans to hold 6 30-person classes in 2 training rooms leveraging creative scheduling and production floor opportunities ### Customer Care Supervisor @ Xerox Jan 2013 – Jan 2014 | Scranton, Pennsylvania Area Managed teams on 3 different lines of business: member service, provider service, and billing services. Improved billing team’s average quality score from approximately 40% to over 90% in one month upon starting the line of business through an aggressive and comprehensive team coaching plan. Started and led success bay project. The project’s aim is to improve the quality of the bottom quartile of agents through additional focus and feedback. Successes include improving quality scores by more than 30%. Led Six Sigma initiative as Greenbelt to improve AHT, which ultimately led to contract renegotiations regarding SLA penalties Led and developed high-performing teams that achieved world-class metrics: 100% quality, 84% First-Call Resolution, 95% Service-Level Agreement. ### Customer Care Assistant @ Xerox Jan 2012 – Jan 2013 | Scranton, Pennsylvania Area • Serviced inbound calls from health insurance providers at the highest performance standards of quality and efficiency: Quality: 100%. AHT < 350 seconds. Took thorough documentation while servicing calls at a rate of 80 WPM. Mentored peers who were struggling through side-by-side coaching sessions. Performed team research and follow up for challenging caller issues that could not be resolved on first contact. ### Freelance Writer @ Self-Employed Jan 2010 – Jan 2012 | Scranton, Pennsylvania Area Researched government and education resources for credible information on a wide range of topics Wrote articles in a variety of styles for the web and print for a diverse group of clients often utilizing HTML Edit articles based on client feedback to provide a higher quality product with greater client satisfaction Optimized content for SEO ## Education ### English Language and Literature in General Penn State University Jan 2003 – Jan 2009 ### Front End Development Certification in Computer Software Engineering freeCodeCamp Jan 2016 – Jan 2017 ## Contact & Social - LinkedIn: https://linkedin.com/in/rick-mcgavin - Website: https://rickmcgavin.github.io --- Source: https://flows.cv/rickmcgavin JSON Resume: https://flows.cv/rickmcgavin/resume.json Last updated: 2026-03-22