Shai-Ann Mcdonald
Fort Mill,SC
Summary
Motivated professional with a proven track record of achieving sales targets, streamlining operations and driving customer loyalty. Possesses excellent leadership, communication, problem-solving and organizational skills. Experienced in managing, hiring and training store staff, monitoring customer service and handling customer complaints. Proven success in developing and executing marketing and promotional opportunities to increase sales and customer loyalty. Proactive professional with several years of work experience and proven knowledge of in-store promotions, inventory control, and loss prevention.
Overview
11
11
years of professional experience
1
1
Certification
Work History
RETAIL BANKER II
TD Bank
07.2024 - Current
- Strengthened client portfolio by identifying needs and recommending suitable financial products or services.
- Followed through on risk and compliance processes and policies to safeguard customer assets, maintain privacy and act in best interest.
- Complied with regulatory, legal and ethical requirements to protect bank assets.
- Kept current with financial services marketplace and legal and regulatory environment to uphold highest ethical requirements of industry.
- Collaborated with team members to achieve branch sales targets and enhance overall productivity.
- Offered clients advice and guidance on digital and self-serve options to make banking easy, simple and fast.
- Managed risk effectively by adhering to bank policies and procedures during transactions.
TELLER MANAGER/ STORE SUPERVISOR
TD Bank
01.2022 - 04.2024
- Work closely with branch manager to coordinate the daily activities of the branch
- Trained new tellers
- Ensure that the branch is operationally sounds
- Complete weekly and quarterly audits Vault custodian
- Ensuring that the vault is in balance daily
- Coach and mentor staff to ensure operational accuracy
- Completing transaction effectively
- Opening and closing the branch
- Engaged with customers to build relationships and brand loyalty, using company tools
- Developed comprehensive training manuals for new hires on proper procedures and policies
- Executed store opening and closing procedures to facilitate daily operations
- Supported management team to achieve sales results and grow business
- Resolved customer sales and service complaints to foster positive experience and retains customers
- Monitored store operations including cash handling, customer service standards and security protocols
- Coached store associates using huddles, observation checklists, and evaluations.
- Developed and implemented strategies to increase sales and market share.
- Analyzed customer feedback to identify areas for improvement in products and services offered.
- Provided training to sales staff on effective communication techniques when dealing with clients.
- Business development
BANK TELLER
PNC Financial Services Group
10.2019 - 05.2021
- Assisting customers with banking needs
- Greeting customers
- Giving financial advise
- Handling large cash
- Opening and closing branch
- Guided customers in selecting appropriate financial products for individual needs
- Balanced cash drawer and maintained full accountability for assigned cash on hand
- Greeted customers with professionalism and friendly and courteous demeanor
- Answered customer questions regarding account information, transaction processing and fees
- Contributed to fraud detection support, documenting suspicious activity and reporting flagged transactions
- Maintained accurate records of all financial transactions.
Customer Service Representative
Paymaster
01.2015 - 02.2016
- Greeted Customers
- Collect remittances from foreign countries
- Answered questions and assisted them as needed
- Handling large cash quantities
- Opening and closing store location
- Training new employees
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers
- Responded to telephone inquiries and complaints following standard operating procedures
- Participated in team meetings to discuss new ideas for improving the overall quality of customer service provided
- Adhered to company policies and procedures while providing superior service
- Maintained a high level of professionalism when dealing with difficult customers.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
HOUSEKEEPING MANAGER
Pegasus hotel
01.2014 - 01.2015
- Checking and inspecting room, to ensure the room was at the highest standards
- Interacting with my housekeepers
- Making schedules
- Ensuring laundry and lobby was always clean
- Assisting other managers
- Interacting with guests
- Updated job descriptions for all positions within the Housekeeping Department based on changing needs
- Successfully managed a team of 10 housekeeping staff, demonstrating strong leadership and organizational skills
- Collaborated with suppliers and vendors to negotiate cost-effective contracts for purchasing necessary materials
- Created monthly schedules for housekeeping staff according to occupancy levels at the hotel
- Maintained detailed records of daily work completed by housekeeping staff, including hours worked and tasks performed
- Resolved any guest complaints or concerns regarding housekeeping services in a timely manner
- Participated actively in industry conferences and seminars related to hospitality management topics
- Communicated regularly with other departments such as Front Desk or Maintenance in order to coordinate efforts
- Conducted regular inspections of guest rooms to ensure they met the highest quality standards set by the hotel
- Provided feedback and performance reviews for direct reports, encouraging professional development opportunities
- Trained new employees on proper cleaning techniques, safety protocols, and customer service standards.
Education
HIGH SCHOOL DIPLOMA -
Merl Grove High School
06.2013
Skills
- Workload Priorities
- Company Culture And Values
- Critical Thinking
- Time Management
- Team Leadership
- Employee Training
- Cash handling
- Branch operations
- Fraud prevention
Certification
NMLS certified
Timeline
RETAIL BANKER II
TD Bank
07.2024 - Current
TELLER MANAGER/ STORE SUPERVISOR
TD Bank
01.2022 - 04.2024
BANK TELLER
PNC Financial Services Group
10.2019 - 05.2021
Customer Service Representative
Paymaster
01.2015 - 02.2016
HOUSEKEEPING MANAGER
Pegasus hotel
01.2014 - 01.2015
HIGH SCHOOL DIPLOMA -
Merl Grove High School
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