Spencer McDonald
Gainesville
Summary
Talented professional with expertise in Trainer role. Dynamic public speaker known for meeting demanding training schedules and exceeding management expectations. Assisted in building a startup's call center into the 5th largest company in it's respective industry through roles including Team Lead, Quality Assurance Supervisor, Customer Experience Manager, and lastly Customer Experience Trainer. Reliable, hardworking, and considered a valuable asset to any team.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Care
NexGen Agency
09.2024 - Current
- Managed multiple social media platforms, ensuring consistent and impactful customer experiences.
- Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.
- Established a reputation for excellent customer care by swiftly resolving problems with products or services.
- Prioritized tasks effectively, balancing multiple responsibilities while maintaining a focus on excellent customer care.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
Operations Associate
Health Administrative Partners
06.2023 - 07.2024
- Worked directly with Senior Management to schedule and monitor department's daily and monthly assignments to ensure timely completion
- Communicating professionally and effectively with clients, client service manager and vendors
- Handled all collections related efforts and write-offs
- Train and mentor staff (including new hires, and ongoing training efforts)
- Perform staff audits as well as running employees monthly metrics to assist with ongoing coaching and one on ones
- Direct contact for all escalated patient cases from 8 separate clients
District Manager
Diamond Detailing
01.2021 - 06.2023
- Worked with direct reports to develop and implement action plans, improving operating results
- Maximized branch revenue by optimizing daily operations
- Strategized business operations, merchandising strategies and personnel moves
- Resolved customer complaints regarding sales and service
- Coached, developed and motivated team to achieve revenue goals
- Led sales planning, development and account management to grow existing accounts and establish new sales accounts
- Established ambitious goals for employees to promote achievement and surpass business targets
- Reviewed operational records and reports to project sales and determine profitability
- Coordinated Daily Field Reports (DFRs) and distributed to clients
Customer Experience Trainer
FrontPoint
01.2014 - 12.2021
- Reviewed employment applications, candidate backgrounds, skills, compensation needs and other qualifications
- Explained job duties, compensation and benefits to potential candidates
- Created and maintained positive relationships with hiring managers and HR business partners
- Trained newly hired top talent to fill key positions and maximize productivity
- Evaluated individuals regularly for progress or growth potential to guide decisions regarding advancement and additional training
- Conducted training classes for employees on features and operation of products, client tools and processes with a strong focus on troubleshooting customers issues
District Manager
Sleepys
01.2013 - 12.2014
- Drove district growth through program quality, sales initiatives and customer service
- Mentored team members by demonstrating best practices for sales and customer service
- Identified and developed top talent within management structure to promote performance-oriented culture
- Sourced and recruited top talent for various retail store positions and verified recruiting processes to meet new store opening timelines
- Conducted market research and reported on competitors
Head Teller
Susquehanna Bank
01.2012 - 12.2013
- Handled cash transactions, balanced cash drawers, performed loan payments and issued cashier's checks
- Balanced bank's vault of daily cash for withdrawals and deposits
- Served large number of customers during high volume shifts and remained composed and professional in stressful situations
- Helped customers open and close accounts, apply for loans and make sound financial decisions
- Increased knowledge of banking products and services by actively participating in available training classes and workshops offered to employees
- Met or exceeded sales goals by promoting bank products and services in customer interactions
- Resolved customer inquiries and complaints requiring management-level escalation
Branch Manager
Jersey Shore Federal Credit Union
01.2010 - 12.2012
- Managed and inspired team members to perform to full potential, driving branch profitability
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty
- Boosted customer base, acquiring new customers and identifying needs to deliver relevant products
- Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits
- Drove daily operations through cash drawer balancing, counterfeit currency identification and vault cash management
Rental Agent
Enterprise Holdings
01.2009 - 12.2010
- Welcomed customers, offered assistance and answered questions by providing rates, terms and conditions of rental
- Advised on options and used upselling techniques to promote optional extras to customers according to specific needs
- Drafted contracts, explained terms to customers and acquired signatures
Education
Associate Of Arts - English Education
George Mason University
Fairfax, VASkills
- Course development
- Compelling leadership skills
- Team building and motivation
- Presentations and demonstrations
- Negotiations expert
- High-pressure environments
- Workforce training
- Multitasking
- Upselling
- Business Development
- Mentoring
Certification
- Driver's License
- NMLS
Timeline
Customer Care
NexGen Agency
09.2024 - Current
Operations Associate
Health Administrative Partners
06.2023 - 07.2024
District Manager
Diamond Detailing
01.2021 - 06.2023
Customer Experience Trainer
FrontPoint
01.2014 - 12.2021
District Manager
Sleepys
01.2013 - 12.2014
Head Teller
Susquehanna Bank
01.2012 - 12.2013
Branch Manager
Jersey Shore Federal Credit Union
01.2010 - 12.2012
Rental Agent
Enterprise Holdings
01.2009 - 12.2010
Associate Of Arts - English Education
George Mason University
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