Jaclyn McDonald
Summary
Motivated and adaptable professional with a strong work ethic, and a passion for continuous learning. Experienced in thriving in fast-paced, customer-focused environments by communicating clearly and fostering strong relationships. Skilled at managing complex customer interactions and collaborating with cross-functional teams to enhance both the customer experience and internal workflows. Eager to grow within The Farmer’s Dog by embracing new challenges, expanding my skill set, and contributing to our mission of helping dogs live longer, healthier lives.
Overview
5
5
years of professional experience
Work History
Proactive Outreach Specialist
The Farmer's Dog
10.2024 - Current
- Actively supporting a collaborative initiative with the veterinary team focused on improving the sign-up flow and overall experience for veterinary professionals using our platform
- Collaborate closely with customers to deliver a seamless and positive experience throughout their journey, offering guidance on the nutritional benefits of our fresh recipes to help them make informed choices for their pup's
- Support the fraud department by assisting with daily ticket handling and cross-functional projects to help protect our customers and ensure alignment with internal guidelines and policies
- Support the DIY department by addressing customer inquiries and providing guidance to those interested in home-prepared meals. When our fresh recipes may not be suitable due to specific dietary needs, offer tailored information to help customers make informed decisions for their dogs.
Escalations/Reactive Outreach Specialist
The Farmer's Dog
05.2022 - 10.2024
- Assist in tactical planning and service recovery while developing and employing new strategies on a case-to-case basis.
- Collaborate cross-functionally with teams including Operations, Food Safety & Quality, Regulatory, Veterinary Relations, our Head Veterinarian, and Legal Counsel
- Created customized resolutions that honor the needs of the company while advocating for the customer
- Developed targeted reporting documents and standardized verbiage to ensure consistent customer support and alignment with current processes.
- Expert at handling escalated sick dog scenarios, vet bill reimbursement requests, legal threats, and object-in-pack/food safety concern reports
Customer Experience Associate
The Farmer's Dog
Nashville, TN
08.2021 - 05.2022
- Accurately documented all customer interactions in the CRM to ensure clear tracking of requests, issues, and resolutions.
- Built trust and confidence by offering thoughtful, tailored solutions that addressed each customer’s unique needs
- Delivered exceptional service through personalized one-on-one support via phone, email, and SMS
- Effectively de-escalated customer concerns while maintaining a calm, empathetic, and professional demeanor.
Manager
Dick's Sporting Goods
Nashville, TN
07.2020 - 08.2021
- Assisted customers with purchases, locating products, and enrolling in loyalty programs to drive satisfaction and sales
- Ensured merchandise presentation met company standards, following planograms for top apparel and equipment brands in sporting goods
- Delegated tasks based on team members’ strengths to optimize daily operations and enhance overall performance
- Held keyholder responsibilities, including independently opening and closing the store, preparing registers, securing and reconciling funds, and ensuring the store was fully prepped for daily operations
- Recruited, interviewed, and hired qualified candidates to fill open roles and support team needs
Skills
- Adaptability
- Calm and Professional Under Pressure
- Communication Skills (written & verbal)
- Critical Thinking
- Cross-Functional Collaboration
- Detail-Oriented
- Organized
- Problem Solving
- Process Improvement
- Quick Learner
- Reliable
- Self Motivated
- Strong Multitasking Abilities
- Time Management
- Thrives in Fast-Paced Settings
- Upbeat and Positive Personality
References
References available upon request.
Timeline
Proactive Outreach Specialist
The Farmer's Dog
10.2024 - Current
Escalations/Reactive Outreach Specialist
The Farmer's Dog
05.2022 - 10.2024
Customer Experience Associate
The Farmer's Dog
08.2021 - 05.2022
Manager
Dick's Sporting Goods
07.2020 - 08.2021