Denise McDonald

As a 2-time exemplary rated ACE I happily take on the role of being a team member that all look to for answers. Along with completing all of the daily and weekly tasks involved with being an ACE, I created a committee that included myself and our SAM ACES. I led this committee in creating new and updating existing KB's submitted to the KB committee. I have been instrumental in training several new team members over the past 18 months of being an ACE. I have been given additional opportunities to demonstrate my skills on the ACE team. Creating Power points, processor guides, knowledge check points and Knowledge based articles. I have been chosen by my team leader to present the ACE teams MBR in a recent Team leader meeting. I have led several training classes throughout my time as an ACE. In FY26 Q1 I was chosen to attend the leadership essentials lite class. In this class I honed my written and verbal communications skills.

Over the 7-year period of being a chargeback agent I learned all aspects of the job. I was trained and worked in all processors often being rated as the top agent in both audit and production. I worked hard honing my skills from a meets expectations agent to achieving an exemplary rating my last 3 years in the position. As an exemplary rated ACE I was chosen to become a Nesting lead where I was given the task of training 3 separate classes. I was responsible for sending planners, making agendas and schedules as well as training each of the classes and working together with upper management in making sure these agents were ready to be released to work cases on their own.

I was hired into the Fraud department as an agent who brought up customers orders through a queue and determined if the order was fraud or non fraud.

As an insurance agent for State Farm Insurance I met with customers face to face, on the phone or over the internet to write insurance policies for Auto, home, Health and life insurance.