Andrew Macleod
Saint Andrews
Summary
Results-driven professional with robust background in handling escalations and ensuring customer satisfaction. Known for effective communication and strategic problem-solving, enabling teams to meet and exceed performance standards. Valued for adaptability and strong commitment to achieving team goals. I always enjoy a challenge and seek to enhance my skill sets and continue to learn new things in the workforce while giving only the best service. Committed customer service skills with a strong work ethic and confidence. Looking for the next step in my career.
Overview
8
8
years of professional experience
Work History
Escalation Lead
Intelcom Express
09.2022 - Current
- Streamlined escalation processes for faster resolution times, leading to increased customer satisfaction ratings.
- Analyzed data trends related to customer escalations, using insights to make informed decisions on process improvements and resource allocation.
- Spearheaded initiatives aimed at reducing the overall number of escalated cases by addressing root causes and implementing preventive measures where possible.
- Assessed ongoing practices for effectiveness in addressing escalations, making necessary adjustments as needed based on feedback from both customers and team members alike.
- Enhanced internal communication between departments, fostering better collaboration in resolving complex cases.
Professional Fundraiser
Inspire Fundraising Solutions
05.2021 - 12.2021
- Collaborated with marketing team to create compelling materials that effectively communicated the impact of donations on the organization''s mission.
- Raised significant funds by cultivating relationships with major donors and implementing targeted fundraising strategies.
- Offered excellent customer service to donors and sponsors to enhance relationships and increase funding.
Professional Fundraiser
Causeworx
03.2020 - 10.2020
- Offered excellent customer service to donors and sponsors to enhance relationships and increase funding.
- Proposed fundraising opportunities to potential donors to increase sources of funding.
Customer Service Representative
HGS - Hinduja Global Solutions
11.2017 - 09.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
No Degree - Political Science And Government
St. Thomas University
FrederictonSir James Dunn Academy
Saint Andrews, NB06-2013
Skills
- Coaching and mentoring
- Complaint investigation
- Customer service
- Teamwork and collaboration
- Calm and professional under pressure
- Excellent communication
Languages
English
Native or Bilingual
Timeline
Escalation Lead
Intelcom Express
09.2022 - Current
Professional Fundraiser
Inspire Fundraising Solutions
05.2021 - 12.2021
Professional Fundraiser
Causeworx
03.2020 - 10.2020
Customer Service Representative
HGS - Hinduja Global Solutions
11.2017 - 09.2018
No Degree - Political Science And Government
St. Thomas University
Sir James Dunn Academy
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