Amonda McDonald
Summary
A highly efficient professional with strong leadership and coaching abilities, as well as a proven track record of delivering exceptional results. I also have diverse experiences across several industries.
In addition to my expertise in customer service training and standard business administration tasks, I also have experience in digital marketing training and a deep understanding of the latest trends and strategies. With excellent communication skills and the ability to adapt to different environments, I am well-prepared to take on new challenges and make valuable contributions to any organization.
Overview
10
10
years of professional experience
Work History
Lead- New Hire Training
Sutherland Global
11.2020 - 03.2025
- Imparting knowledge of the client's product and services to guide trainee's development for their upcoming role as customer service representatives and Sales agents
- Provide coaching and development for training staff, leveraging specific qualitative and quantitative data to ensure a high degree of measurable success
- Conduct needs analysis studies, identifying areas of process improvement, and implementing solutions in a timely and effective manner
- Develop training materials, manuals, reference libraries, and evaluation/testing procedures in a variety of mediums, utilizing instructional design principles and adult learning theory to support training needs
- Collaborate closely with Operation and Account Managers to ensure a clear understanding of client and business needs, while communicating expectations to direct reports through established channels
- Participate in client visits and roundtables, sharing insights and data to improve program performance or new training program development.
Chat/Voice Consultant
Sutherland Global Services
02.2019 - 11.2020
- Providing high-quality customer service through chat and voice interactions, with a focus on timely and accurate responses to customer inquiries
- Developing a thorough understanding of the products, services, and processes of the organization to provide effective support to customers
- Utilizing effective communication and active listening skills to build rapport and establish trust with customers
- Maintaining detailed and accurate records of customer interactions and providing relevant data and feedback to management to improve customer service strategies
- Identifying areas of improvement in chat/voice processes and procedures, and collaborating with cross-functional teams to implement solutions that enhance the customer experience
Life Insurance Agent
Sagicor Bank
08.2020 - 10.2020
- Participated in professional development opportunities such as training sessions to stay informed on best practices within the life insurance industry
- Provided exceptional customer service by addressing concerns promptly and maintaining open lines of communication
- Cultivated customer relationships to provide customized life insurance solutions tailored to individual needs
- Identify and approach potential clients through various channels
- Stay updated on the latest insurance products, market trends, and regulatory changes to better serve clients
Front Desk Receptionist & Accounting Assistant
Travelers Beach Resort
05.2015 - 08.2015
- Greeting and welcoming visitors, as well as answering incoming calls and directing them to the appropriate personnel, creating a welcoming and professional environment for clients
- Providing administrative support such as maintaining and organizing files, data entry, and bookkeeping to ensure smooth operations and accurate financial records
- Assisting with customer inquiries, complaints, and issues in a timely and professional manner, with a focus on problem-solving and conflict resolution skills
- Coordinating and scheduling appointments, meetings, and travel arrangements for executives and managers, to ensure their time is optimized and productivity is maximized
- Collaborating with cross-functional teams to improve processes, procedures, and policies, contributing to the success of the organization as a whole
Education
Certified Digital Marketing Professional -
Increate Institute
Jamaica01.2022
BBA - Business Administration
University of Technology
Jamaica01.2020
Skills
- Microsoft Office
- Business Administration
- Customer Service
- Digital Marketing
- Adaptability
- Coaching
- Analytical
- Attention to detail
- Creative
- Fast learner
- Networking
- Teamwork and collaboration
Pro Skills
- Analytical
- Attention to detail
- Creative
- Team work
- Networking
Languages
English
Full Professional
References
Available upon request
Timeline
Lead- New Hire Training
Sutherland Global
11.2020 - 03.2025
Life Insurance Agent
Sagicor Bank
08.2020 - 10.2020
Chat/Voice Consultant
Sutherland Global Services
02.2019 - 11.2020
Front Desk Receptionist & Accounting Assistant
Travelers Beach Resort
05.2015 - 08.2015
Certified Digital Marketing Professional -
Increate Institute
BBA - Business Administration
University of Technology
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