Laura Mcdonnell Email & Phone Number

Remote

• Maintained a 4.9 CSAT score and over a 90% incident resolved rate while assisting customers via live chat
• Developed and presented trainings on company functions and customer service to more than 500 employees across the sales development organization
• Curated and ran more than 10 team-building events increasing team unity and connection

Remote

• Ranked in the top 10% of the sales development organization month over month for metric attainment
• Resolved over 150 customer concerns and questions weekly via call
• Passed the NMLS exam with 87% on the first attempt (the first attempt pass rate nationwide is at 55%)
• Mentored and trained new employees

• Monitored online events with up to 1200 participants and assisted clients with technical needs
• Guided clients through pre-event set up to ensure event success in a timely manner

Park City, Utah, United States

• Balanced multiple guest requests while maintaining communication with a team
• Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills

• Addressed or properly redirected office guests and callers’ questions and needs

Provo, Utah

• Planned and managed more than 20 college events for students and employees in person and online
• Balanced several projects at once while coordinating with team members and supervisors

• Graded and assessed assignments submitted by 30 students
• Tutored students with questions and needing help with course material and assignments

• Arranged weekly social gatherings for faculty and graduate students
• Assisted faculty members in the planning and execution of various class and club events
• Hosted guest lecturers and arranged for their meetings and meals

Provo, Utah

• Instructed students in a classroom adapting teaching and materials to students’ needs
• Maintained accurate and complete records for up to 12 students over a 9 week training period
• Created language learning curriculum and online tools utilized by over 300 students
• Assessed and rated the Thai language abilities of more than 15 potential employees and incoming students

Provo, Utah Area

• Organized department events by managing catering services, set up, and attendees
• Balanced several projects from department employees completing projects in a timely manner
• Sustained and updated the filing of bills, inventory, mail, emails, etc.