Jim McDonald
Rogers,AR
Summary
I’m a dedicated customer service professional with more than 10 years of experience delivering outstanding support and building strong, lasting relationships with customers. As a subject matter expert and coach, I truly enjoy helping my team stay aligned with company goals so we can create positive results together and keep customers happy. I’m passionate about training and mentoring my colleagues, guiding them through knowledge bases and processes so we all succeed as a team. Over the past year I’ve been actively assigned to three training classes and have learned a tremendous amount, which has only strengthened my ability to support and develop others. Recognized as a top performer, I use my analytical skills and attention to detail to improve how we work and make a real difference every day.
Overview
9
9
years of professional experience
1
1
Certification
Work History
US A1 - Help Desk Agent
Insight Global, LLC
03.2023 - Current
- Serve as the department’s go-to subject matter expert, coaching team members and reinforcing best practices drawn from company training programs, knowledge base systems, and 3 specialized training classes completed in the past 5 years.
- Develop and deliver training materials that help teammates understand company programs and resolve issues independently, applying insights gained from ongoing professional development and personal growth in technical support skills.
- Provide daily support and mentorship to staff, ensuring clear understanding of processes and procedures while leveraging expertise built through continuous learning and 5 years of progressive growth in the role.
- Bridge communication between teams to resolve complex issues faster, improving overall efficiency and service quality through refined problem-solving techniques honed over the last 5 years.
- Diagnose and resolve technical problems remotely, utilizing strong problem-solving skills and knowledge acquired from targeted training and hands-on experience to fix issues quickly and effectively.
- Monitor trends in technical issues and implement preventive measures to reduce future problems, drawing on professional growth and training to proactively enhance team performance and service delivery.
Helpdesk Agent
Insight Global, LLC
09.2021 - 03.2023
- Delivered expert technical support to store associates and maintenance teams on HVAC/R repairs.
- Diagnosed issues remotely and guided on-site troubleshooting when needed.
- Worked closely with cross-functional teams to coordinate repairs and ensure timely resolutions.
- Escalated complex or urgent issues to the right teams while keeping everything moving smoothly.
- Consistently recognized as a top performer, regularly exceeding monthly service-level targets.
- Managed a high volume of inbound calls each day with a strong focus on first-call resolution.
CSR - Customer Service Representative
OhioMeansJobs
03.2021 - 09.2021
- Provided outstanding customer service to individuals with unemployment benefits, resolving inquiries and issues quickly.
- Handled a high volume of inbound calls with an emphasis on first-call resolution.
- Used strong product knowledge to help customers make informed decisions.
- Received multiple customer commendations for exceptional service.
Administrative Resolutions Specialist
Central Research Inc
03.2020 - 07.2020
- Investigated and resolved a wide variety of administrative issues, including data discrepancies, system errors, and process gaps.
- Acted as a liaison between departments to improve communication and speed up payrol.
- Led training sessions for team members on new procedures and best practices.
Debt Collector/Customer Service
Central Research, Inc
06.2019 - 03.2020
- Conducted professional, respectful conversations with borrowers to negotiate repayment plans and resolve overdue accounts.
- Addressed customer inquiries, concerns, and disputes promptly and to their satisfaction.
- Maintained full compliance with debt collection laws, including the Fair Debt Collection Practices Act (FDCPA).
- Collaborated with the team to share insights and continuously improve the customer experience.
- Prepared detailed reports on collection activities and delinquency rates for management.
Account Audit Resolution Specialist
Transplace
05.2018 - 05.2019
- Partnered with accounting, finance, and customer service teams to research and resolve account issues quickly.
- Investigated billing and payment discrepancies, resulting in higher customer satisfaction.
- Analyzed patterns in discrepancies and helped implement process improvements.
- Created comprehensive audit reports and presented findings to management to support strategic decisions.
- Trained new team members on audit resolution processes and best practices.
Customer Service Representative
Walmart call center
03.2017 - 03.2018
- Responded to customer inquiries via phone, email, and live chat, achieving a 99% customer satisfaction rating.
- Turned customer complaints into positive experiences by resolving issues promptly.
- Used CRM software to keep detailed records and track interactions.
- Provided product information and recommendations that increased sales and customer loyalty.
- Escalated complex technical issues to the appropriate departments when needed.
- Stayed current on product knowledge, service best practices, and company policies through ongoing training.
Education
High school or equivalent -
Green Forest High School
Green Forest, AR06-2010
Skills
- Customer Service (10 years)
- Data Entry (5 years)
- Excel (6 years)
- Word Processing (3 years)
- Management (5 years)
- Microsoft word (4 years)
- Oracle (1 year)
- Outlook (7 years)
- Accounts Payable (3 years)
- Typing (7 years)
- Process Improvements (3 years)
- Accounts Receivable (3 years)
- 10-Key (5 years)
- SAP (5 years)
- Negotiation (2 years)
- Analysis Skills (2 years)
- Sales Experience (2 years)
- Quality Assurance (2 years)
- Call Center (6 years)
- Cold Calling (2 years)
- Computer Skills (6 years)
- Document Management (3 years)
- Administrative Experience (2 years)
- Logistics (1 year)
- Account management (2 years)
- Accounting (2 years)
- Account reconciliation (2 years)
- Technical support (2 years)
- Microsoft Office (2 years)
- IT support (2 years)
- Communication skills
- Software troubleshooting (2 years)
- Help Desk (3 years)
- HVAC/R (3 years)
- Troubleshooting (2 years)
- Binary Code (1 year)
- Linux (1 year)
Certification
- Technical Support Fundamentals September 2023 to Present
- Google - Technical Support Fundamentals Certificate
Languages
English - Fluent
Assessments
- Customer service — Proficient February 2021
- Identifying and resolving common customer issues
- Full results: Proficient
- Sales skills — Proficient December 2020
- Influencing and negotiating with customers
- Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Timeline
US A1 - Help Desk Agent
Insight Global, LLC
03.2023 - Current
Helpdesk Agent
Insight Global, LLC
09.2021 - 03.2023
CSR - Customer Service Representative
OhioMeansJobs
03.2021 - 09.2021
Administrative Resolutions Specialist
Central Research Inc
03.2020 - 07.2020
Debt Collector/Customer Service
Central Research, Inc
06.2019 - 03.2020
Account Audit Resolution Specialist
Transplace
05.2018 - 05.2019
Customer Service Representative
Walmart call center
03.2017 - 03.2018
High school or equivalent -
Green Forest High School