DONAL LYNN MACPHAIL
Summary
Results-driven professional with a proven track record in building productive relationships, resolving complex issues, and cultivating customer loyalty. Possessing 17 years of experience in maintaining customer satisfaction and driving company success, I offer a wealth of expertise and a strong work ethic to any organization.
Overview
20
20
years of professional experience
Work History
Guest Service Manager
LOWES FOODS
10.2022 - Current
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Kept accurate records to document customer service actions and discussions.
Co-Manager - Perishable
LOWES FOODS
09.2020 - 10.2022
- Ensured compliance with company policies, procedures, and safety regulations by monitoring operations on a daily basis.
- Resolved complex customer complaints promptly and effectively, maintaining high levels of customer satisfaction while protecting business interests.
- Approved regular payroll submissions for employees.
- Developed comprehensive action plans for underperforming departments, resulting in significant improvements in sales figures and customer satisfaction ratings.
Customer Service Manager
BI-LO
11.2015 - 09.2020
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
Assistant to the Branch Manager
WELLS FARGO HOME MORTGAGE
Columbus, GA
09.2011 - 12.2012
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
- Maintained friendly and professional customer interactions.
- Organized resources, records and personnel to accomplish aggressive targets.
Office Manager
GREAT SOUTHERN EXTERMINATING, INC.
02.2007 - 02.2011
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
Administrative Assistant/ Account Executive
The bayonet newspaper
09.2004 - 05.2006
- Handled data entry and general ledger work as well as bookkeeping and general clerical tasks
- Answered telephones, directed calls, responded to emails
- Prepared invoices, reports, letters, financial statements
- Maintained paper and electronic filing systems for records, correspondence and confidential material.
Education
DIPLOMA - BUSINESS ADMINSTRATION
PENN COMMERICAL BUSINESS SCHOOL
Washington, PA06.1988
Skills
- Customer-focused
- Problem-Solving
- Time Management
- Adherence to high customer service standards
- Complaint resolution
- Effective workflow management
- Relationship Building
- Deadline-oriented
- Computer Skills
- Customer Relations
Timeline
Guest Service Manager
LOWES FOODS
10.2022 - Current
Co-Manager - Perishable
LOWES FOODS
09.2020 - 10.2022
Customer Service Manager
BI-LO
11.2015 - 09.2020
Assistant to the Branch Manager
WELLS FARGO HOME MORTGAGE
09.2011 - 12.2012
Office Manager
GREAT SOUTHERN EXTERMINATING, INC.
02.2007 - 02.2011
Administrative Assistant/ Account Executive
The bayonet newspaper
09.2004 - 05.2006
DIPLOMA - BUSINESS ADMINSTRATION
PENN COMMERICAL BUSINESS SCHOOL
Similar Profiles
Matthew VaughnMatthew Vaughn
Assistant Produce Manager at Lowes FoodsAssistant Produce Manager at Lowes Foods
Antoinette HuntAntoinette Hunt
Chicken Kitchen Lead at Lowes FoodsChicken Kitchen Lead at Lowes Foods
Dwight ShepherdDwight Shepherd
Store Co-Manager at Lowes FoodsStore Co-Manager at Lowes Foods