Morgan McDonald
Detroit,MI
Summary
Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service. Hardworking and passionate with strong organizational skills. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
5
5
years of professional experience
Work History
SENIOR ACCOUNT SPECIALIST
Worldwide Express
12.2021 - Current
- Adhered to standards of quality and service as well as all compliance requirements.
- Set up new customer accounts and updated existing profiles with latest information.
- Completed routine and complex account updates to resolve problems.
- Recorded accurate and efficient records in SalesForce.
- Work 50-70 cases daily out of SalesForce, while taking calls and sending emails.
- Built relationships with customers and community to promote long term business growth.
- Part of a team that maintained 84-89% retention for our customers.
- Contributed to team objectives in fast-paced environment.
- Maintained current knowledge of evolving changes in marketplace.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Manage over 300+ accounts weekly.
- Monitored service after sale and implemented quick and effective problem resolutions.
- Served customers with knowledgeable, friendly support at every stage of the LTL shipping experience.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Trained new personnel regarding company operations, policies and services.
- Assisted sales reps and account executives on latest shipping procedures.
DOCUMENT SPECIALIST
Rocket Mortgage FKA Quicken Loans
08.2020 - 12.2021
- Prepared digital files, physical documents and work requests in compliance with company guidelines.
- Transmitted documents, organized revisions and tracked changes.
- Transcribed 300+ documents with proficiently and with accuracy
- Manipulated and converted documents to meet needs of individual personnel or projects.
- Carefully reviewed all documents and reports for completeness and accuracy.
- Checked accuracy and completeness of documents to identify deficiencies and recommend corrective actions.
- Verified appropriateness of image quality against company standards.
CONSUMER CUSTOMER SERVICE
Carhartt
03.2019 - 08.2020
- Multitasked using multiple systems and independently achieved customer call resolution.
- Assisted customers on phone and email with questions, concerns and product availability.
- Took 30-50 calls daily, assisting businesses placing orders for their stores.
- Resolved problems, clarified issues and researched and explored alternative solutions for consumer concerns.
- Consistently scored 100% on training and quality calls.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- 98% resolution rate for escalated issues.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
WHOLESALE CUSTOMER SERVICE REPRESENTATIVE
Carhartt
08.2018 - 03.2019
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Utilized SalesForce to update account information and maintain customer records.
- Responded to customer requests for products, services, and company information.
- Took 30-50 calls daily, assisting consumers place orders and upsell or suggest items that fit their needs.
- Consistently scored 100% on training and quality calls.
- Processed customer service orders promptly to increase customer satisfaction.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained new personnel regarding company operations, policies and services.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Implemented and developed customer service training processes.
Education
High School Diploma -
Huron High School
Ann Arbor, MI06.2009
Skills
- Customer Relationship Development
- Team Goals
- Account Management and Updating
- Customer Service and Assistance
- Effective Customer Communication
- Customer Retention
- Salesforce CRM Experience
- Client Correspondence/Client Engagement
- Brand Awareness
- Client Service Optimization
- Team Member Motivation
Accomplishments
I was promoted to Senior Account Specialist from Account Specialist within 6 months of starting at Worldwide Express.
Often highly praised and recognized by customers I've worked closely with in high stress situations for producing the best result.
Presented ideas to efficiently update processes that resulted in customer satisfaction and positively affected retention rates.
Timeline
SENIOR ACCOUNT SPECIALIST
Worldwide Express
12.2021 - Current
DOCUMENT SPECIALIST
Rocket Mortgage FKA Quicken Loans
08.2020 - 12.2021
CONSUMER CUSTOMER SERVICE
Carhartt
03.2019 - 08.2020
WHOLESALE CUSTOMER SERVICE REPRESENTATIVE
Carhartt
08.2018 - 03.2019
High School Diploma -
Huron High School
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