Alaena McDonald
Paradise Valley,AZ
Summary
Customer service professional with 10+ years of experience supporting customers in fast-paced, service-oriented environments. Proven ability to triage complex inquiries, de-escalate concerns, and deliver accurate information with professionalism and empathy. Experienced in handling sensitive records, using point-of-sale and office systems, and collaborating with teams to resolve issues efficiently. Well-suited for student- and parent-facing financial service roles requiring clarity, discretion, and strong communication.
Overview
25
25
years of professional experience
Work History
Art Teacher
Benchmark School
10.2024 - Current
- Communicated complex instructions clearly to diverse audiences with varying needs.
- Maintained calm, structured environments while managing behavioral or emotional escalations.
- Collaborated with staff and administration to resolve student and parent concerns.
- Implemented effective classroom management strategies, maintaining discipline while fostering creativity and individuality in student work.
- Adapted instructional approaches to meet diverse learning needs within the classroom setting.
Gallery Attendant
Cosanti
05.2024 - 08.2024
- Enhanced visitor experience by providing informative and engaging guided tours of exhibitions.
- Responded to customer questions regarding pricing, services, and timelines.
- Resolved customer concerns professionally, including high-emotion situations.
- Processed transactions accurately using POS systems.
- Balanced service quality with efficiency during peak hours
Custom Picture Framer
Hall of Frames
12.2015 - 04.2024
- Developed custom framing solutions tailored to client specifications and preferences.
- Trained junior staff on framing techniques and best practices for optimal results.
- Streamlined workflow processes to improve efficiency in production and turnaround times.
- Collaborated with team members to complete large-scale framing projects within tight deadlines.
- Maintained front end sales on gallery floor, interacting with customers to provide them with answers to any questions.
Office Manager
Scottsdale Martial Arts Center
05.2011 - 07.2015
- Handled sensitive information with discretion, maintaining confidentiality of company documents and client profiles.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Responded to customer billing and account inquiries via phone and email.
- Maintained accurate financial records and reconciliations.
- Protected confidential client and financial information.
- Maintained social media presence
Custom Picture Framer
Posters Mostly & Framing
03.2011 - 07.2014
- Developed strong relationships with clientele by offering personalized solutions for their art display needs.
- Demonstrated creative problem-solving skills when tackling challenging framing projects that required customized solutions.
- Researched and analyzed markets to identify trends and gain competitor insights for promotional purposes.
Wait Staff Member
Earls Restaurant
01.2011 - 06.2011
- Delivered exceptional customer service, ensuring satisfaction and repeat business.
- Collaborated with kitchen staff to streamline order preparation and improve efficiency.
- Prepared dining area for service, including setting up tables and ensuring cleanliness.
Hostess
5 and Diner
03.2009 - 02.2011
- Managed reservations and waitlists efficiently to optimize seating flow.
- Assisted in implementing measures to improve table turnover rates during peak hours.
- Demonstrated strong multitasking skills, balancing responsibilities such as answering phone calls, greeting guests, and updating reservation logs simultaneously.
Assistant Manager, Customer Picture Framer
Aaron Brothers
05.2004 - 03.2009
- Managed scheduling and resource allocation to optimize workflow across multiple teams.
- Conducted performance evaluations, providing constructive feedback to support employee development.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
Loan/Sales Officer
Alpine Mortgage Services
05.2002 - 08.2002
- Handled inbound and outbound customer calls in a call-center environment.
- Explained financial products and next steps clearly to customers.
- Routed inquiries appropriately based on customer needs.
Sales Associate
Michaels
09.2001 - 02.2002
- Delivered exceptional customer service, enhancing overall shopping experience and fostering customer loyalty.
- Demonstrated product knowledge, assisting customers in making informed purchase decisions.
- Implemented visual merchandising strategies, improving store layout and product visibility for increased sales.
- Resolved customer complaints efficiently, maintaining positive relationships and safeguarding brand reputation.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
Sales Associate
Toys R Us
12.2000 - 12.2000
- Collaborated with team members to achieve daily sales targets through effective communication and teamwork.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Helped customers locate products and checked store system for merchandise at other sites.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
Education
Bachelor of Arts - Forensic Psychology
Arizona State University
Tempe, AZ04-2028
Associate of Arts - Psychology
Maricopa Community Colleges, Paradise Valley Community College
Phoenix, AZ05-2005
Skills
- Front-line customer service background with experience in office management, retail, gallery, and call center settings
- Demonstrated ability to work with diverse populations (students, parents, clients, visitors)
- Clear evidence of communication, patience, and professionalism
- Experience handling sensitive information and financial records
- Experience with various online platforms
- Team collaboration
- Time management in high-volume environments
- Confidentiality and discretion
- Problem-solving and triage
Timeline
Art Teacher
Benchmark School
10.2024 - Current
Gallery Attendant
Cosanti
05.2024 - 08.2024
Custom Picture Framer
Hall of Frames
12.2015 - 04.2024
Office Manager
Scottsdale Martial Arts Center
05.2011 - 07.2015
Custom Picture Framer
Posters Mostly & Framing
03.2011 - 07.2014
Wait Staff Member
Earls Restaurant
01.2011 - 06.2011
Hostess
5 and Diner
03.2009 - 02.2011
Assistant Manager, Customer Picture Framer
Aaron Brothers
05.2004 - 03.2009
Loan/Sales Officer
Alpine Mortgage Services
05.2002 - 08.2002
Sales Associate
Michaels
09.2001 - 02.2002
Sales Associate
Toys R Us
12.2000 - 12.2000
Bachelor of Arts - Forensic Psychology
Arizona State University
Associate of Arts - Psychology
Maricopa Community Colleges, Paradise Valley Community College