1. Robin E. McDonald
533 N. Stonetree Place, Andover, KS 67002 (316) 558-7076
Summary
20 year Customer Care professional who is organized, detail-oriented, and conscientious self-starter, able to strategize and
prioritize effectively to accomplish multiple tasks and stay calm under pressure. Advanced proficiency in Microsoft Excel,
Access, PowerPoint, Word, Visio and Project. Resourceful planner and problem solver who readily adapts to change, works
independently and exceeds expectations. Strong meeting planning and facilitation skills; able to communicate effectively
with all organizational levels, build relationships of trust and enlist the participation of team members.
Work History
Ally Servicing
Special Projects/Team Leader May 2014 – Current
• Led project to develop Daily/Monthly Call Center Performance Scorecard. Created employee metrics and
goals through detailed analysis of process requirements and communication with site levels gaining their
understanding and acceptance.
• Subject matter expert assisting in various ad hoc reporting and analytics projects.
• Created Team Lead training material and documented procedures to promote consistent success in on-boarding
new team leads.
• Experienced supervisor and trainer; able to explain information clearly, recognize excellence in individuals, and
inspire team members to achieve their potential while working toward common goals.
• Built strong, cohesive relationship with site leadership levels sharing knowledge, experience and technical skills
to improve effectiveness and consistency.
Capacity Planning Manager March 2012 – May 2014
• Developed staffing models utilizing Excel for multiple customer care sites: forecasting volume, process time,
production hour, attrition and productivity to accurately determine staffing needs.
• Changed organizational culture to strengthen usage and dependence on staffing models to determine the
appropriate FTE needs using data and forecasting methodology rather than relying on “gut feeling”.
• Conducted and participated in monthly meetings with organizational leadership levels to review historic data,
future forecasts, business strategy and financial reports.
• Created business cases detailing financial and operational need to hire production associates. Worked closely
with Finance and SLT to ensure hiring requests moved through the process efficiently.
Process Improvement/Quality Manager July 2008 – March 2012
• Initiated department and site utilization to ensure accuracy and optimal utilization of employee resources
including load leveling opportunities. This allowed the site to maintain current volume and assume additional
work responsibilities with a decreasing FTE. Site total volume increased 3% while production FTE decreased
21%.
• The Capacity Planning/Optimization project that included Time Management/Effective Coach training for
supervisors. A new performance scorecard was deployed to reduce supervisory effort by 10% due to reporting
consolidation and automation.
• Created two Access databases to track employee work and report metrics quickly, accurately and efficiently in
both call center sites.
• Assisted in development of Specialty Team to increase dealer satisfaction. Creation of a database, designing
new processes and initiating new reporting format.
• Reduced Errors by 62% through instrumental participation in a “Vital Few” project.
2. o Created an ELT month-end report to provide focus on reducing Turn-Around Time and Errors.
o Created weekly conference calls between on-shore and off-shore partners to review errors and take
necessary steps to prevent future errors which resulted in increased customer satisfaction.
Operations Manager October 2006 – July 2008
• Oversight of 8 - 15 supervisors and 45 Specialists.
• Responsible for all aspects of employee relations, performance management, staffing and scheduling
requirements, and employee development.
• Oversight of developing Quality Monitoring Process – reviewed recorded calls to ensure accuracy, consistency
and appropriate agent responses. Participate in coaching sessions with agents as needed.
• Fielded escalated customer situations as needed in order to address the customer’s concerns. Acted as liaison
between customer, Call Center representative and administration offices when needed to resolve customer
issues.
Sr. Network Operations Analyst September 2001 – October 2006
Call Center Enterprise Forecasting and Staffing (2 U.S. + 1 Canadian Center)
• Forecast call volume and allocate staffing requirements to include agent attrition and recruiting
recommendations.
• Developed daily, monthly and yearly automated reporting structure.
• Monitored real-time and historical network information. Interface with Telecommunications team on technical
support. Track systems outages impacting service level and coordinate resolution.
Quality Assurance
• Created business plan recommending purchase of Quality Call Recording hardware and software (Witness)
which was approved and deployed throughout call centers.
o Led project team to develop evaluation scorecard and definitions documents. Completed user
acceptance testing pre-deployment.
o Built site and enterprise functionality into the Witness system – System Administrator.
Project Management
• Manage project workload for both the IVR development and Account System Support Teams.
Customer Relations Specialist, Ally Servicing November 1998 – September 2001
Customer Service Specialist, Ally Servicing July 1995 – November 1998
Education
New York Institute of Technology, Westbury, NY
Master of Business Administration in Information Systems and Security, May 2005
• Graduated with Distinction.
INDIANA UNIVERSITY OF PENNSYLVANIA, Indiana, PA.
Bachelor of Science in Human Resource Management May 1989
DALE CARNAGIE, April 1999
Skills
20 years’ experience in Customer Care
MBA with distinction in Information Systems & Security
Lean Six Sigma Project Management
