Meagan Dougherty
Woburn,MA
Summary
Customer Service Professional offering 10+ years of experience. Focused on surpassing expectations and driving team success. Exceptional abilities in conducting research, problem-solving and prioritizing simultaneous tasks. Leverages resourcefulness, critical thinking skills and superior work ethic for top job performance. Successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
9
9
years of professional experience
1
1
AR Experience
Work History
Cash/AR Specialist
Black Diamond Group
12.2022 - Current
- Reviewed accounts on monthly basis to assess aging and pursue collection of funds.
- Filed reports and posted daily batches in system.
- Applied cash and wires to corresponding customer accounts based on remittance details provided by customers.
- Collaborated with customers to resolve disputes.
- Contacted customers with past due accounts to formulate payment plans and discuss restructuring options.
- Managed efficient cash flow reporting, posted cash receipts and analyzed chargebacks, independently addressing, and resolving issues.
- Worked with customers within Avalara to ensure that proper tax certificates were collected and stored.
- Working as SME for implementation of Netsuite within OTC segment
Customer Service Lead
Black Diamond Group
07.2022 - 12.2022
- Resolve customer service issues using company processes and policies and provided updates to customers.
- Responsible for creating new accounts, entering & editing orders, creation of return authorizations, communicating important account information to customers, resolving customer inquiries & complaints
- Collaborate daily with sales team to ensure correct processes and procedures are in place to deliver best in class customer service
- Assisted in implementing Zendesk and Ring Central
- Trained, oversaw and mentored team members to strengthen performance and job expertise.
Customer Service Operations Associate
Black Diamond Group
07.2021 - 07.2022
- Provide customer support via telephone & email for over 1000+ customers
- Responsible for order entry for all brands under Black Diamond Group
- Contributed in establishing processes by collaborating with management
- Investigated and resolved customer inquiries and complaints quickly
- Volunteered to help with special projects of varying degrees of complexity.
Office and Customer Service Manager
Market Basket Supermarket
11.2014 - 07.2021
- Customer service manager of fast-paced multi-million dollar supermarket and liquor store
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Established customer service team in newly opened location
- Responsible for reconciling daily revenue of 2.4 million-dollar/week store
- Developed relationships with and provided excellent service to customers in person and on phone
- Supervised and train full and part-time office employees in accordance to store policies
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Skills
- Customer service (10 years)
- Customer service management
- Order Entry and Management
- Problem solving
- Team Building
- Personnel Training and Development
- Process Improvement
- Interdepartmental Collaboration
- Leadership
Timeline
Cash/AR Specialist
Black Diamond Group
12.2022 - Current
Customer Service Lead
Black Diamond Group
07.2022 - 12.2022
Customer Service Operations Associate
Black Diamond Group
07.2021 - 07.2022
Office and Customer Service Manager
Market Basket Supermarket
11.2014 - 07.2021
Education
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