Summary
Overview
Work History
Education
Skills
Accomplishments
Work Availability
Quote
Timeline
Generic
MaryAnn McDonald

MaryAnn McDonald

Beaverton,OR

Summary

Experienced customer service professional with over 15 years of proven excellence in phone and in-person interactions. Skilled in building rapport, resolving complex issues, and tailoring communication to diverse audiences. Expertise in managing multiple Customer Relationship Management (CRM) programs and ensuring streamlined workflows. Committed to fostering positive relationships and achieving high customer satisfaction ratings. Strong work ethic and dedication to excellence in all endeavors.

Overview

7
7
years of professional experience

Work History

Call Center Supervisor

Beauty Management, Inc., DBA Perfect Look Salons
07.2023 - Current
  • Effectively manage high volume of approximately 100 daily incoming calls, schedule appointments and provide prompt, courteous assistance to customers while maintaining high level of accuracy and efficiency
  • Supervise and mentor high-performing team of 5 customer service representatives, providing guidance, support, and regular performance feedback
  • Implement effective scheduling and staffing strategies, resulting in improved coverage and increased team productivity by 15%
  • Cultivate collaborative work environment by fostering teamwork, recognizing individual and team achievements, and proactively addressing and resolving concerns or conflicts within team, resulting in increased employee satisfaction and productivity
  • Resolve escalated customer issues efficiently and effectively, demonstrating strong problem-solving skills and customer-centric approach

Client Services Counselor

Synergy Global Housing
04.2022 - 03.2023
  • Delivered outstanding service to existing corporate clients and partnered with Business Development Managers in order to expand relationships, maintain current client base and obtain new clients
  • Cultivated and nurtured exceptional customer relationships through prompt and personalized responses, resulting in a 10% increase in customer satisfaction ratings
  • Monitored vacancy exposure regularly to ensure reservation placement alleviated financial exposure for the company
  • Maintained accurate documentation of client interactions, assessments, and progress notes using proprietary Customer Relationship Management (CRM)software

Client Administrative Assistant

ReSale Vacations
07.2020 - 10.2021
  • Delivered exceptional customer service to current and prospective clients via phone and/or email to answer questions, supplied updates, and guidance concerning client status
  • Created and safeguarded sensitive customer documentation
  • Demonstrated prompt follow-up and follow-through on client requests and commitments
  • Organized and updated client information within proprietary Customer Relationship Management (CRM) software
  • Maneuvered between multiple computer programs systematically and skillfully.

Customer Experience Advocate

Conduent
01.2019 - 11.2019
  • Personally selected for Subject Matter Expert (SME) position, to help with incoming training classes to enhance learning through peer-to-peer coaching, call evaluations, round table discussions, and overall support role for new employees
  • Answered customer's product, service and account related questions by providing exceptional experiences and empowering customers
  • Researched and assisted customers using computer-based resources, in troubleshooting technical issues over phone
  • Navigated through multiple computer applications with speed and accuracy, including proprietary Customer Relationship Management program (CRM)
  • Consistently received 100% customer survey responses.

Relationship Manager

Bank of America
11.2016 - 06.2018
  • Collaborated with customers and matched their needs with customized banking products (checking/savings account, credit card, car loan, mortgage loan referral) to offer personalized care
  • Demonstrated ability to identify right business partners and refer customers accordingly for additional services such as mortgages, commercial banking, small business banking, and investments, building stronger relationships for bank
  • Managed organizational skills including updating customer account information and monitoring for changes according to applicable State and Federal Regulations
  • Consistently received 96%+ customer feedback via surveys

Education

Bachelor of Science in Business Administration -

University of Mary Washington
Fredericksburg, VA

Skills

  • Relationship Building
  • Telephone Etiquette
  • Time management
  • Customer service
  • Customer Relationship Management
  • Supervising experience
  • Communication skills
  • Conflict management
  • Computer Skills
  • Organizational skills
  • Administrative experience
  • Sales

Accomplishments

    Oakwood Worldwide:

  • National Account Coordinator of The Year - 2009
  • Regional Account Coordinator of The Year - 2005
  • President's Award - 2001, 2002, 2005
  • Team Player Award - 2004
  • Regional Leasing Agent of the Year - 2000


    • St. Vincent's Hospital:

    Volunteer - Donated 1,000 hours

    (Min 100 hrs or 6 mos)

    July, 2014 - November, 2016.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse

Quote

Take More Risks Because You Only Have One Lifetime.
William Joseph McDonald

Timeline

Call Center Supervisor

Beauty Management, Inc., DBA Perfect Look Salons
07.2023 - Current

Client Services Counselor

Synergy Global Housing
04.2022 - 03.2023

Client Administrative Assistant

ReSale Vacations
07.2020 - 10.2021

Customer Experience Advocate

Conduent
01.2019 - 11.2019

Relationship Manager

Bank of America
11.2016 - 06.2018

Bachelor of Science in Business Administration -

University of Mary Washington

Similar Profiles

CREATE PROFILE
MaryAnn McDonald