Shatica D. McDonald
Consulting Senior Manager
"We take an inside-out approach to service experience…so the client’s transformation begins from the inside out."
As a Management Consultant specializing in Customer Experience, I partner with clients and advise them of new ways to build and improve their relationships with customers. I offer ideas for new platforms, and I design next-level customer service—all without disrupting their current service model.
I love my job. I started working at Accenture right out of college, and it’s hard to believe that was 14 years ago. I approach each project with an understanding that the creation of new processes and putting people at the forefront result in optimization. Clients succeed when they embrace the notion that true transformation requires an all-encompassing approach.
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Every time I meet a new client, I take time to build a relationship with them. It’s truly special to work side-by-side with clients and other Accenture professionals, especially when we’re all in brainstorming sessions trying to identify the best possible solutions. We strive to design optimal, sustainable models that will benefit our client, their employees and the overall customer experience.
I usually work at the client-site headquarters until the project is completed. That’s how I’m able to understand their goals and how we’re able to establish mutual trust. We are co-creators of the project. Saying you’re an expert in your field is one thing; proving it through actions and results is another. Partnering and co-creating with the client makes the project so much more satisfying and enjoyable.
For example, I once worked with a company that had 10 different customer service call centers. Customers complained that service quality was inconsistent. I analyzed each of the center’s processes and discovered that no two centers were using the same technology in the same way. Additionally, they did not have access to the same information at the same time, and they were trained at varying skill levels in customer service.
I shared the information with client leadership and had Accenture colleagues ready to design a new CRM model for that particular aspect of the project. We introduced new technology and trained their customer service agents in a consistent way on how to use it and provide top-notch service. In just months after implementation, the company’s service center metrics improved.
What I like most about my work is that I partner with so many diverse colleagues. Accenture is made up of people from every corner of the globe with totally different backgrounds. Yet, when it comes to working together as a team, we are all equal and offer something different to the solution. We bring so many experts to the table who will jump in and help.
“We design optimal, sustainable models that will benefit our client, their employees and the overall customer experience.”
Think of yourself as one mighty team member instead of a singular contributor. Understand that there is so much to learn from mentors, colleagues, clients and about yourself. You have the opportunity to grow and develop professionally because Accenture invests in and cares for its people.
It’s easy to become a workaholic, but work-life balance is a priority that is encouraged at Accenture. Find something that you love to do for fun or can help you grow as a person. The better you take care of yourself, the better contributions you will make.
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