Summary
Overview
Work History
Education
Skills
Certification
Details
Personal Information
Timeline
Generic
Morgan McDonald

Morgan McDonald

Lagrange,KY

Summary

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Sr. Manager of Customer Support

Human Interest
06.2021 - Current
  • Thrived in a start-up environment characterized by a fast-paced and lean operation with high expectations
  • Managed a team of (4) front-line managers, collectively overseeing 45 employees
  • Provided strong leadership to enhance team productivity and morale
  • Streamlined workflows by identifying bottlenecks in existing systems
  • Consistently met or exceeded quarterly performance targets set by senior leadership
  • Implemented and regularly re-evaluated Key Performance Indicators (KPIs)
  • Utilized data-driven insights to make informed decisions
  • Championed process improvement initiatives
  • Employed strategic planning to optimize staff allocation and enhance operational efficiency
  • Workforce Management: creating schedules, optimal shifts times, forecasting headcount needs moving forward.
  • Championed process improvement initiatives to eliminate Cost of Goods Sold (COGS) inefficiencies, achieving cost reduction without compromising quality standards.
  • Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
  • Attended monthly MBRs and prepared slides for staff meeting, and senior leadership meeting.
  • Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.

Client Service Manager Team Lead

ADP
07.2015 - 06.2021
  • Managed a book of business that included over 30 dedicated Financial Advisors and over 250 plan sponsors, totaling over $500 million in assets and responsible for over $10 million in revenue to ADP annually
  • Nurtured long-term relationships with clients, fostering loyalty and business growth opportunities.
  • Subject matter expert in several areas within the Retirement Services department
  • QKA Certified
  • Designed training programs for new hires, expediting their integration into the team and enhancing their skill set.
  • Participated in multiple special projects to develop new tools and promote ideas for advancement in technology and process improvement.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Initiated feedback loops for continuous learning from both internal teams and external clients.
  • Managed multiple projects simultaneously, ensuring timely completion and high-quality outcomes.
  • Mentored junior staff members for career growth opportunities within the organization.

Insurance Agent

Glenn Gilbert State Farm
11.2013 - 07.2015
  • Helped to comfort clients while providing excellent claims handling service
  • Maintained high standards of customer service by building relationships with clients.
  • Sold life, health, property and casualty insurance policies
  • Responded to customer calls swiftly to resolve issues and answer questions.
  • Built relationships with clients using active listening and issue resolution to provide excellent service.
  • Consistently exceeded monthly sales quotas by effectively presenting product offerings to potential customers.
  • Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.

Teller

US Bank
01.2012 - 11.2013
  • Processed bank transactions
  • Responsible for teller drawer and ATM cash balancing.

Education

BA in Communications -

University of Louisville
12.2014

Skills

    Brand Management
    Budgeting and Forecasting
    Business Administration
    Business Analysis and Reporting
    Business Planning
    Business Process Improvement
    Change Management
    Coaching & Mentoring
    Conflict Resolution
    Contract Negotiation
    Cross-Functional Communication
    Customer Relationship Management
    Customer Service
    Data Analytics
    Database Development
    Documentation and Reporting
    Effective Time Management
    Employee Coaching and Mentoring
    Employee Recruitment & Retention
    ERISA Compliance
    Financial Management
    Form 5500 Filing
    Google Workspace
    Hiring and Training
    Human Resources Management
    Interpersonal Communication
    Leadership and Management
    Manger and Employee Development
    MS OFFICE
    Negotiation and Conflict Resolution
    Onboarding and Orientation
    Operations Planning and Management
    Organizational Development
    Partnership Development
    Performance Management
    Performance Tracking and Evaluation
    Policy Implementation
    Product Development
    Project Management
    Quality Assurance
    Quality Assurance
    Regulatory Compliance
    Relationship Management
    Resource Allocation
    Retirement Services
    Salesforce
    Scheduling and Coordinating
    Staff Training
    Talent Development
    Team Development
    Troubleshooting and Problem Resolution
    Various Payroll Systems
    Work Planning and Prioritization
    Workforce Management Software

Certification

  • QKA Certified, Through ASPPA (American Society of Pension Professionals & Actuaries)
  • Life, Health, Property, and Casualty Insurance, Licensed by the State of Kentucky

Details

859-230-6043, 1MorganMcDonald1@gmail.com

Personal Information

Title: Client Service Manager: Team Lead

Timeline

Sr. Manager of Customer Support

Human Interest
06.2021 - Current

Client Service Manager Team Lead

ADP
07.2015 - 06.2021

Insurance Agent

Glenn Gilbert State Farm
11.2013 - 07.2015

Teller

US Bank
01.2012 - 11.2013

BA in Communications -

University of Louisville

Similar Profiles

CREATE PROFILE
Morgan McDonald