Customer Experience & Operations Leader

Alexandra McQuillan

Salt Lake City, UT 385-***-**** ******************@*****.*** linkedin.com/in/alex-mcquillan

PROFESSIONAL SUMMARY

Results-driven operations and client experience professional with progressive leadership experience across healthcare, financial services, and marketing. Proven ability to lead teams, improve service delivery, strengthen client and member relationships, and drive operational excellence in fast-paced environments. Recognized for building trust, coaching high-performing teams, resolving complex issues, and creating people-centered experiences that improve performance, retention, and satisfaction. Brings a strong blend of leadership, accountability, strategic problem-solving, and cross-functional collaboration.

CORE COMPETENCIES

• Team Leadership and Staff Development

• Client and Member Relationship Management

• Operations Management

• Performance Coaching and Accountability

• Conflict Resolution and Escalation Management

• Process Improvement

• Compliance and Risk Awareness

• Cross-Functional Collaboration

• Customer Experience Enhancement

• Strategic Planning and Problem-Solving

• Attendance, Scheduling, and PTO Management

• Social Media Strategy and Brand Engagement

PROFESSIONAL EXPERIENCE

Select Health (Intermountain Health) Salt Lake City, UT

Account Management November 2023 – Present

• Support members with complex account inquiries, policy questions, and financial concerns while delivering accurate, empathetic, and solutions-focused service.

• Build trust through proactive communication and individualized problem-solving.

• Partner with internal teams to resolve issues efficiently and ensure a seamless member experience.

• Maintain compliance with healthcare and financial standards while contributing to workflow improvements that increase efficiency and satisfaction.

Primary Residential Mortgage, Inc. Salt Lake City, UT

Marketing Analyst / Social Media Coordinator May 2022 – October 2023

• Developed and executed social media strategies that increased brand visibility and audience engagement.

• Analyzed digital performance metrics to refine messaging and improve campaign effectiveness.

• Conducted internal audits, compliance reviews, and risk assessments to support operational accuracy.

• Worked cross-functionally with marketing, compliance, and leadership teams to maintain consistency, strengthen brand presence, and support business objectives.

Discover Financial Services Salt Lake City, UT

Deposit Products Team Leader October 2019 – December 2020

• Led a high-performing team in a fast-paced financial services environment, fostering a collaborative culture focused on service, accountability, and results.

• Managed timecards, attendance, PTO, and scheduling to ensure efficient daily operations.

• Coached team members through performance improvement, development planning, and individualized support.

• Partnered with leadership to align departmental goals, improve communication, and implement process enhancements that strengthened service quality and team performance.

Discover Financial Services Salt Lake City, UT

Disputes Back Office / Escalations Team Leader April 2018 – November 2019

• Managed an escalation team of more than 20 agents, providing training, performance coaching, and day-to-day leadership.

• Handled complex, high-level disputes using strong negotiation, de-escalation, and problem-resolution skills.

• Oversaw attendance, scheduling, timecards, and PTO to maintain operational consistency.

• Improved workflow efficiency, reduced turnaround times, and strengthened team productivity through process improvements and clear accountability.

Discover Financial Services Salt Lake City, UT

Disputes Team Leader March 2014 – April 2018

• Directed a large dispute operations team and drove measurable improvements in quality, productivity, and team performance.

• Held employees accountable through coaching, counseling, and structured development plans.

• Monitored performance metrics, identified operational gaps, and implemented data-informed solutions to improve retention, service delivery, and accuracy.

• Provided individualized feedback and support to strengthen employee performance and engagement.

AWARDS AND ACHIEVEMENTS

• Pinnacle of Excellence Award, Discover Financial Services: Recognized as a top-performing Team Leader for exceptional leadership and consistently strong team results.

• Excellence Award (Peer-Nominated), Discover Financial Services: Recognized for integrity, dedication, and exemplifying company values.

• Best in Class Recognition, Discover Financial Services: Earned top-ranking Team Leader recognition in 10 of 12 months through targeted development, operational leadership, and strong performance outcomes.

EDUCATION

Bachelor of Science in Communications, In Progress

Expected August 2026

Utah Tech University, St. George, UT

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