Jane McDonald

Experience

• 

  Pets International (Subsidiary of Central Garden & Pet)

  Apr 1999 - Jan 2001

  Administrative Assistant

  Supported a five member executive management team in department administration with an emphasis on confidentiality and accuracy. Performed clerical and receptionist functions for office staff of 20. Promoted to Customer Service Representative within 21 months of hire based on exceeding performance expectations.

• 

  CENTRAL GARDEN & PET

  Jan 2001 - Jun 2012

  Customer Service Representative

  Provided comprehensive product support via phone and written communications to consumers, retailers, distributors and sales staff covering over 600 unique finished goods and 2300 individual parts. Utilized SAP for order entry and inventory management.

• 

  Fanatics, Inc.

  Aug 2012 - Jun 2014

  Quality Assurance Customer Service Representative

  Monitor phone and email interactions between consumers and both in-house and out-sourced Customer Service Representatives to ensure an exceptional customer experience, as well as adherence to company outlined procedures. Analyze ForeSee and NPS data to identify contributing factors in e-commerce customer satisfaction. Aided in leading phone training classes for new seasonal employees. Helped in developing monitoring guidelines and revision of email templates.

• 

  Newhaven Display

  Sept 2014 - now

  Manages day to day operations and provides goals and methods to obtain them for the Customer Service Team, Develops unique solutions to customer and internal challenges to increase satisfaction levels. Trains new Customer Service Representatives. Provides leadership and training to new Customer Service Representatives. Contributes new ideas to grow the department and develops unique solutions to customer and internal challenges. Provides comprehensive support for numerous accounts. Prepares quotes, processes orders, creates invoices for distributors, manufacturers and consumers. Contributes to a collaborative environment by working directly with the purchasing, engineering, marketing, accounting and inventory control teams.

  • Customer Service Manager

    Dec 2021 - now

  • Customer Service Supervisor

    Mar 2020 - now

  • Customer Service Representative

    Sept 2014 - now