Nicholas McDonnell
Des Moines
Summary
Results-driven and award-winning financial services professional with over 10 years of experience in client relationship management. Recognized for earning the Individual Extra Mile Award twice and consistently exceeding sales goals by over 130%. Proven leader and mentor with a strong track record of building lasting client relationships, optimizing operational processes, and driving significant business growth.
Attentive and goal-focused brings successful approach to cultivating complex best practices to meet organizational and regulatory expectations. Detail-oriented focus on achieving expected outcomes. Enthusiastic hard worker with expertise in cultivating lucrative client relationships and implementing better processes and procedures.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Client Relationship Consultant IV
U.S. Bank
Des Moines
02.2024 - Current
- Cultivated strong client relationships by proactively engaging customers across in-person, virtual, and appointment-based channels to provide tailored financial counsel.
- Managed comprehensive client accounts, providing detailed education and recommendations on a full range of consumer and business deposit and loan products.
- Identified and delivered tailored financial solutions for new and existing clients by effectively assessing needs and communicating product and service value.
- Maintained expert knowledge of banking products, services, and digital technologies to provide up-to-date and accurate financial advice.
- Provided exceptional client experiences, ensuring seamless and efficient service delivery from initial greeting to transaction completion.
- Opened new consumer and business accounts, completed service requests, and efficiently processed credit applications.
- Actively educated clients on emerging digital products and self-service tools, promoting a digital-first mindset to meet their financial needs.
Senior Process Associate-Customer Service
Infosys Mccamish
Des Moines
10.2021 - 09.2023
- Mentored and coached 15+ new hires, improving their onboarding efficiency and ensuring 95% of new team members met performance goals within the first 60 days.
- Resolved over 200 escalated customer complaints, restoring client satisfaction and preventing account loss.
- Monitored Service Level Agreements (SLAs), consistently helping the team meet key metrics and objectives.
- Managed high-volume inbound calls and emails, addressing customer needs, clarifying information, and providing effective solutions in a timely manner.
- Built and maintained strong customer relationships by consistently going the extra mile to ensure satisfaction and engagement.
- Accurately processed transactions to meet quality and timeliness standards.
- Maintained comprehensive and accurate records of all customer interactions in the call center database.
- Collaborated with a team to consistently meet and exceed service and quality benchmarks.
- Actively participated in continuous training to stay current with new or revised processes.
Customer Care Specialist-Group Administration
Principal Financial Group
Des Moines
02.2021 - 10.2021
- Built strong partnerships with internal and external customers while educating clients on policy changes.
- Successfully investigated and resolved complex customer problems related to group benefits, including dental, vision, life, and disability coverage.
Senior Process Associate-Customer Service
Infosys Mccamish
Des Moines
04.2017 - 02.2021
- Received the prestigious Individual Extra Miler Award in 2019 and 2020 for consistently exceeding company expectations and demonstrating a positive attitude.
- Reduced financial discrepancies by accurately processing a high volume of applications and cancellations.
- Provided a high level of service by skillfully explaining complex life insurance coverage options to potential policyholders.
Parts Sales Manager
AutoZone
Des Moines
01.2016 - 04.2017
- Oversaw daily operations and managed a team of 12 employees.
- Increased inventory accuracy to 99% by implementing a new stock-on-hand reconciliation process.
- Mentored employees on effective communication, training, and development coaching.
- Drove sales and fostered a high-performing team to achieve business goals in the automotive retail industry.
- Provided exceptional customer service, leading a team to deliver a 'WOW! Customer Service' experience.
- Mentored and developed team members, honing their leadership skills and fostering career growth.
- Played a key role in a vibrant team dedicated to continuous improvement and success within an essential industry.
Retail Parts Pro
Advance Auto Parts
Des Moines
04.2015 - 01.2016
- Exceeded individual sales goals by at least 130% in all quarters of employment.
- Recognized by management for providing exceptional customer service and finding creative solutions to problems.
- Provided expert-level consultation to DIY customers, offering knowledgeable support on automotive parts, systems, and project assistance.
- Consistently achieved sales goals through exceptional customer service and in-depth product knowledge.
- Managed inventory and performed a variety of services to support customer needs and enhance their experience.
- Served as a key point of contact for troubleshooting and providing effective solutions for customer automotive projects.
Home Preservation Specialist
Wells Fargo
Des Moines
05.2013 - 02.2015
- Contacted borrowers in default to assess their situation and provided them with options for property ownership.
- Compiled and sent out accurate reinstatement and payoff quotes for customers.
- Advocated for delinquent borrowers by providing comprehensive support and guidance on loan modifications and workout payment plans.
- Served as a single point of contact, expertly managing communication between borrowers and internal departments throughout the loss mitigation process.
- Collected and analyzed necessary financial documentation, ensuring a smooth and efficient process for clients.
- Maintained up-to-date knowledge of evolving policies to provide the most current and effective solutions.
Tech Support Specialist and Sales Associate
Mediacom Communications Corporation
07.2012 - 05.2013
- As a Medicom tech support customer service representative, my responsibilities included actively listening, troubleshooting, and resolving technical issues for cable, internet, and phone on the first call.
- Kept customers informed about issue resolution progress and provided updated estimated resolution times.
- Boosted internet, phone, and cable sales through customer education, competitor knowledge, and strategic upselling techniques.
- Responded to user assistance requests and directed individuals through basic troubleshooting tasks.
- Assisted customers with internet cable and technical issues via email, live chat, and telephone.
Home Equity Collections Specialist
Wells Fargo
05.2010 - 04.2012
- Managed debt collection for a company, ensuring timely payments from debtors.
- Identified and monitored overdue accounts, contacting customers and business partners to collect payments.
- Negotiated payment plans and credit extensions to help customers settle their accounts.
- Located debtors using various skip tracing and search strategies.
- Mentored and trained new team members on collection strategies, scripts, and company policies.
- Maintained detailed records of all collection activities while adhering to company and federal guidelines.
- Recognized as a top performer for early and late-stage collections in 2012 at Wells Fargo.
Education
Arts (AA) -
Des Moines Area Community College
Des Moines, IABusiness Finance - Bachelor's degree
Grand View University
Des Moines, IASkills
- Mortgage Servicing
- Customer Service
- Communication & Mentoring
- Sales & Upselling
- Technical Support
- Annuities & Life Insurance
- Financial Expertise
- Leadership & Management
- Cash Handling & Management
- Accounts Receivable
- Financial Planning & Concepts
- Microsoft Office
- Time Management
- Client relationship management
- Financial product knowledge
- Digital banking solutions
- Customer service strategies
- Complaint resolution
- Client relationships
- Conflict resolution
- Client engagement
- Customer relationship management
- MS office
- Verbal and written communication
- Goal setting
- Sales strategy
- Industry knowledge
Certification
Certified Notary Public
Timeline
Client Relationship Consultant IV
U.S. Bank
02.2024 - Current
Senior Process Associate-Customer Service
Infosys Mccamish
10.2021 - 09.2023
Customer Care Specialist-Group Administration
Principal Financial Group
02.2021 - 10.2021
Senior Process Associate-Customer Service
Infosys Mccamish
04.2017 - 02.2021
Parts Sales Manager
AutoZone
01.2016 - 04.2017
Retail Parts Pro
Advance Auto Parts
04.2015 - 01.2016
Home Preservation Specialist
Wells Fargo
05.2013 - 02.2015
Tech Support Specialist and Sales Associate
Mediacom Communications Corporation
07.2012 - 05.2013
Home Equity Collections Specialist
Wells Fargo
05.2010 - 04.2012
Arts (AA) -
Des Moines Area Community College
Business Finance - Bachelor's degree
Grand View University