Experienced Senior Associate driven to optimize processes and streamline operations for team efficiency. Decisive leader with an analytical and flexible approach to solving problems.
Hi, I’m
VICTORIA MCDONALD
Summary
Overview
12
years of professional experience
Work History
Celanese
SR ASSOCIATE CUSTOMER SERVICE
10.2021 - Current
Job overview
- Responsible for perfect End-to-End order fulfillment, from order receipt to delivery ensuring customer satisfaction for the auto industry.
- Covering own client portfolio and keeping a good relationship with both external and internal stakeholders.
- Coordinate load and shipment processes with warehouse personnel and carriers to ensure on time delivery to customer.
- Created solutions for customers to satisfy specific needs, quality and budget.
- Maintained relationships with customers to maximize sales opportunities.
- Analyzed customer data to identify trends and anticipate customer needs.
- Collaborated with cross-functional teams to drive successful completion of complex projects within deadlines.
- Proactively monitor open orders, deliveries to avoid and resolve issues at the earliest possibility and mitigate negative impact of unavoidable disturbances.
- Document, investigate and follow up internal and external complaints.
Independent Adjuster
Claims Adjuster
08.2021 - 10.2021
Job overview
- Improved claim resolution times by efficiently managing a caseload of 50+ claims per month.
- Achieved high customer satisfaction ratings by providing clear and timely communication throughout the claims process.
- Negotiated favorable settlements with claimants, attorneys, and other insurance carriers to minimize financial risk for the company.
- Conducted thorough investigations of complex insurance claims, gathering evidence and analyzing relevant documentation.
- Developed strong relationships with repair vendors, ensuring quality service and fair pricing for clients in need of repairs after an incident.
Spectrum
DOJ REP II
10.2015 - 08.2021
Job overview
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Enhanced company reputation by providing exceptional customer service and support.
- Contributed to team sales goals by upselling products and services to customers.
- Streamlined internal processes for improved efficiency, reducing overall costs for the organization.
- Assisted in training new hires and offered ongoing support to help them reach their full potential.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
- Effectively controlled the release of proprietary and confidential information for general client lists.
- Accurately document customer account records based on actions taken.
- Cross-trained staff members, resulting in % increase in customer satisfaction ratings.
- Trained 15-20 new employees each quarter in procedures and policies in order to maximize team performance.
Marygrove Treatment Center
Resident Care Coordinator
02.2012 - 10.2015
Job overview
- Enhanced resident well-being by implementing personalized care plans and coordinating with multidisciplinary teams.
- Reduced hospital readmissions through diligent monitoring of residents'' health status and timely intervention.
- Ensured compliance with regulatory requirements by maintaining accurate records and conducting regular audits.
- Increased resident satisfaction by addressing concerns promptly and fostering a positive living environment.
- Responded to patient alarms and needs-assessment requests to identify course of treatment.
- Explained procedures to patients to reduce anxieties, enhance cooperation and facilitate smooth procedures.
- Documented patient intake and dietary requirements and assisted with feeding.
- Provided the day-to-day supervision, skills building, and care to youth residents
- Participated in activities involving therapeutic experiences for each person.
- Transported groups to recreation, medical appointments, family visits, court hearings, work assignment, other activities and programs.
Education
University of Missouri - St LouisSt Louis, MO
Bachelor of Arts from Social Work
12.2012
University Overview
Skills
- Performance monitoring
- Account Reconciliation
- Team Supervision
- Training and mentoring
- Team Leadership
- Preparing reports
- Data Entry
- Computer Skills
- Decision-Making
- Research abilities
- Customer Service
- MS Office
Additional Information
Additional Information
A Big Sister for Big Brother's Big Sister's.
Chair of the volunteer committee for WIN at Celanese.
A member of BOLD at Celanese.
Timeline
SR ASSOCIATE CUSTOMER SERVICE
Celanese
10.2021 - Current
Claims Adjuster
Independent Adjuster
08.2021 - 10.2021
DOJ REP II
Spectrum
10.2015 - 08.2021
Resident Care Coordinator
Marygrove Treatment Center
02.2012 - 10.2015
University of Missouri - St Louis
Bachelor of Arts from Social Work
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