Maegan Zeigler
Houston
Summary
Experienced Program Support and Quality Leader with a strong background in utility rebate programs, high-volume customer service environments, and compliance-driven operations. Recognized as a trusted Subject Matter Expert who trains teams, leads process improvements, and ensures 100% accuracy in documentation and QA review. Skilled at managing complex workflows, interpreting program requirements, and supporting cross-functional teams through clear communication and operational guidance. Brings a leadership mindset shaped by years of experience in call centers, insurance, dispatching, and energy-efficiency program administration—consistently improving team performance, strengthening service delivery, and driving measurable results.
Overview
17
17
years of professional experience
Work History
Desktop Processor / Program SME
Inner City Fund (ICF)
01.2023 - Current
- Process rebate applications for DTE and Consumers Energy across HVAC, Appliance, Weatherization, and Home Performance programs, ensuring accurate eligibility determination and compliance with program standards.
- Reviewed and approved applications for low-income programs including DTE’s EEA and Test & Tune, supporting energy-efficiency upgrades delivered through charitable partners such as Habitat for Humanity.
- Served as subject matter expert across four high-volume energy-efficiency programs, leading training, documentation, and daily operational guidance for the team.
- Delivered 95% of a multi-million-dollar fiscal target as part of a two-person team, outperforming a larger team that achieved 80%.
- Conducted 100%-accuracy quality assurance as lead reviewer, validating all project outputs prior to rebate approval.
- Managed and centralized four program inboxes, improving response efficiency and ensuring timely resolution of contractor, customer, and internal inquiries.
- Authored training manuals, SOPs, and process documentation to support consistent program operations.
- Utilized Sightline CRM analytics to identify workflow trends, recommend improvements, and strengthen program engagement and processing efficiency.
- Processed high volumes of applications and data with exceptional accuracy, supporting program integrity and customer satisfaction.
Customer Service Representative
Liberty Mutual Insurance
01.2022 - 01.2023
- Managed 80–100 inbound calls daily, delivering fast, accurate support while consistently meeting call-handling and quality KPIs.
- Resolved customer issues and processed payments with a 95%+ accuracy rate, reducing repeat-call volume through thorough case resolution.
- Promoted special offers and services, increasing product adoption and customer engagement.
- Processed exchanges, refunds, and billing adjustments with zero compliance violations.
- Collaborated with team members to maintain a high customer satisfaction environment and support department goals.
Customer Service Representative
American Stock Transfer
01.2020 - 01.2021
- Supported hundreds of shareholders weekly, resolving inquiries on corporate actions, account updates, and regulatory requirements.
- Explained complex actions—mergers, tender offers, stock splits—reducing follow-up inquiries and improving shareholder understanding.
- Processed ownership transfers, dividend payments, and account updates with 100% adherence to SEC/FINRA standards.
- Guided shareholders through trust, estate, and custodial account requirements with accurate documentation.
- Troubleshot online account issues and escalated advanced technical cases for timely resolution.
- Maintained detailed, audit-ready records to support team accuracy and quality control.
Telemarketing Sales Representative
Empereon Constar
01.2020 - 01.2020
- Handled 120+ outbound/inbound calls daily, qualifying leads, overcoming objections, and closing sales using scripted strategies.
- Recommended best-fit products to boost conversions and support daily and weekly sales targets.
- Cross-sold additional products and services, increasing average order value.
- Processed orders, scheduled appointments, and coordinated deliveries with high accuracy.
- Documented customer and payment information with 100% data accuracy.
- Built strong rapport to drive repeat business and improve retention.
Call Center Representative
Stage Stores Inc.
01.2018 - 01.2020
- Handled 80–100 inbound calls per day, resolving questions, complaints, and urgent requests while meeting call-time and quality KPIs.
- Identified customer issues quickly and maintained high satisfaction in a fast-paced environment.
- Preserved revenue by negotiating solutions and using refunds only as a last resort.
- Promoted products and upsell opportunities during service interactions.
- Documented interactions in Salesforce and CRM systems with 100% accuracy.
- Trained new employees on processes, improving team productivity.
Receptionist
Dominique’s Haircare
01.2011 - 01.2013
- Managed a 40+ call/day multi-line phone system, scheduling appointments and routing calls efficiently.
- Balanced stylist availability with customer needs to optimize scheduling and reduce wait times.
- Collected payments, updated client accounts, and maintained accurate service records.
- Oversaw inventory tracking and restocking to support daily operations.
- Provided clerical support and resolved or escalated customer concerns to maintain strong client satisfaction.
Customer Service Representative / Dispatcher
Calls R Us
01.2009 - 01.2011
- Handled 50–80 calls daily, responding to service requests and time-sensitive customer needs.
- Scheduled and dispatched roadside assistance based on location, technician availability, and real-time conditions.
- Monitored dispatch boards to prioritize urgent calls and coordinate efficient routing.
- Maintained detailed call records and used data to identify trends and prevent recurring issues.
- Assisted customers with appointments, special orders, and merchandise pickups.
- Collaborated with internal teams and outside partners to resolve discrepancies and deliver effective solutions.
Education
Bachelor of Arts - History
University of St. Thomas
Houston, TX04-2026
Associate of Arts - Liberal Arts & General Studies
Houston Community College
Houston, TX03-2021
High School Diploma - undefined
Ross Sterling High School
Houston, TX01-2006
Skills
- Employee training
- Program development
- Employee engagement
- Teamwork and collaboration
- Coaching and mentoring
- Conflict resolution
- Customer support
- Data entry
- Call control
- Product knowledge
- Technical support
- Training experience
- Product upselling
- Quality assurance
- Account management
- CRM navigation
- Inbound and outbound calls
- Sales strategies
- Scripted calls
- File management
- Data management
- Document processing
- Spreadsheet management
- Database management
- Mail handling
- Data verification expertise
- Report generation
- Manual Writing and Updating
Timeline
Desktop Processor / Program SME
Inner City Fund (ICF)
01.2023 - Current
Customer Service Representative
Liberty Mutual Insurance
01.2022 - 01.2023
Customer Service Representative
American Stock Transfer
01.2020 - 01.2021
Telemarketing Sales Representative
Empereon Constar
01.2020 - 01.2020
Call Center Representative
Stage Stores Inc.
01.2018 - 01.2020
Receptionist
Dominique’s Haircare
01.2011 - 01.2013
Customer Service Representative / Dispatcher
Calls R Us
01.2009 - 01.2011
Associate of Arts - Liberal Arts & General Studies
Houston Community College
High School Diploma - undefined
Ross Sterling High School
Bachelor of Arts - History
University of St. Thomas