Megan Mcdonald

People-focused technology professional with 20+ years of customer-facing experience and a track record of exceeding performance targets, building lasting relationships and finding better ways to get work done.

Information Technology

Systems graduate with experience across Workday, Salesforce, ServiceNow and Microsoft 365, complemented by growing Power BI and data visualization skills. Proven leadership experience spanning project management, team training and shift leadership, with strengths in process improvement, documentation and problem-solving. Brings a unique combination of technology, business acumen and customer experience to turn complex problems into practical, people-focused solutions.

Service Recovery at lululemon Athletica (2022-08 – 2026-01)

• Supported customers across phone, email and live chat, investigating account, application, order and system-related issues while keeping the experience clear and human.
• Used Workday, Salesforce, ServiceNow and Microsoft 365 to investigate, document, escalate and resolve complex requests.
• Managed a high volume of cases while balancing accuracy, service standards, competing priorities and ownership through resolution.
• Collaborated across teams, supported onboarding and training, and created documentation to make workflows easier to follow.
• Consistently exceeded established KPIs, regularly achieving above-target performance while delivering high-quality customer support.

Bartender | Hospitality ProfessionalServer at Citizen Brewing (2026 – Present)

Server at Block Hospitality (2021 – 2022)

Bartender / Server at Ten Foot Henry (2019 – 2021)

Bartender at Stillwell Brewing (2017 – 2019)

Bartender at Lion & Bright (2015 – 2017)

Bartender at Jack Astor's (2004 – 2015)

Hospitality Professional (2004 – Present)

• Trained and supported new team members and acted as a shift lead, providing guidance while coordinating priorities and maintaining service standards in high-volume environments.
• Balanced multiple orders, transactions and competing priorities with strong attention to detail and accuracy under pressure.
• Supported inventory management and product control, contributing to accurate stock levels and organized day-to-day operations.
• Built long-term customer relationships through personalized service and extensive product knowledge, contributing to repeat business and customer loyalty.
• Contributed to cocktail and menu development, collaborating with teams and applying extensive knowledge of beer, wine and spirits to product selection and guest recommendations.

Information Technology Systems Diploma – Bow Valley College (2026)

Music Business Certificate – Nova Scotia Community College (2017)