Megan West
Corning,NY
Summary
Proven leader with a track record of enhancing team performance and client satisfaction at Conversion Monster. Excelled in quality improvement and team motivation, driving operational excellence. Skilled in coaching and technical support, I consistently delivered results by fostering professional development and implementing effective strategies. Achieved significant improvements in team supervision and client service, demonstrating a commitment to excellence and efficiency.
Overview
15
15
years of professional experience
Work History
Team Leader
Conversion Monster
Buffalo, NY
06.2018 - Current
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Reviewed, implemented and updated company records related to team activities for future reference.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Promoted high standerds through personal example to help each member understand expected behavious and standards.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Conducted regular reviews of operations and identified areas for improvement.
- Gathered, organized and input information into digital database.
- Developed effective improvement plans in alignment with goals and specifications.
- Devised and implemented processes and procedures to streamline operations.
Assistant Manager
Dollar General
Elkland, PA
01.2016 - 06.2018
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Generated repeat business through exceptional customer service.
- Mentored team members to enhance professional development and accountability in workplace.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
In-House Reservation Specialist
Choice Hotels
Remote
04.2014 - 01.2016
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
- Established and cultivated relationships with travel partners, providing clients with smooth ticketing processes.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Gained extensive knowledge in data entry, analysis and reporting.
- Proved successful working within tight deadlines and a fast-paced environment.
- Provided professional services and support in a dynamic work environment.
Key Holder
Shoe Dept
Corning, NY
08.2012 - 04.2014
- Met sales targets consistently for each shift by positively engaging customers and delivering high levels of service.
- Oversaw store operations by counting cash drawers, reviewing equipment management, and supervising staff.
- Engaged with customers to build rapport and promote long-term loyalty for increased sales.
- Assisted with team responsibilities by cleaning, managing cash registers, and product merchandising.
- Scheduled employees, prepared bank deposits, and drafted sales reports to keep daily processes running smoothly.
- Developed and maintained strong relationships with customers and vendors to establish rapport and build trust.
- Monitored associates throughout each assigned shift and professionally managed any challenges to maintain optimal store performance.
- Swept and mopped floor, wiped windows and fixtures after closing to maintain organized and tidy store.
- Inspected stocks to identify shortages, replenish supply and maintain consistent inventory.
- Streamlined opening and closing procedures as integral member of store staff.
- Managed store personnel by delegating tasks and supervising daily operations.
- Prepared and submitted reports to keep management informed of sales activities and progress.
- Trained and supervised new employees to apply best practices in customer service and store operations.
Manager
Elmwood Taco and Subs
Buffalo, NY
02.2010 - 08.2012
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Accomplished multiple tasks within established timeframes.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Provided professional services and support in a dynamic work environment.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Strengthened communication skills through regular interactions with others.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Resolved problems, improved operations and provided exceptional service.
Education
Regents -
Iroquois High School
Elma, NY06.2009
Skills
- Quality Improvement
- Client Service
- Technical Support
- Work Planning
- Coaching
- Team Supervision
- Documentation And Reporting
- Shift Scheduling
- Mentoring
- Complaint resolution
- Leading Team Meetings
- Team motivation
Timeline
Team Leader
Conversion Monster
06.2018 - Current
Assistant Manager
Dollar General
01.2016 - 06.2018
In-House Reservation Specialist
Choice Hotels
04.2014 - 01.2016
Key Holder
Shoe Dept
08.2012 - 04.2014
Manager
Elmwood Taco and Subs
02.2010 - 08.2012
Regents -
Iroquois High School