Meegan Modla
Customer Service / Operations Manager
Long Valley,NJ
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
17
17
years of professional experience
Work History
Customer Service Operations
Selective Insurance Company of America
Branchville , NJ
10.2013 - Current
- Onboard new employees & manage team across the United States
- Plan, assign and check work tasks for best team efficiency, address development needs, training programs & performance management
- Business partners with HR, project liaison for Marketing, IT Service Desk, and Telecommunications teams
- Formulate and implement customer service policies and procedures through KPI benchmarking
- Collect and analyze data to find strategies for improvement of service and productivity
- Ensure the consistent achievement of customer service levels and standards, achieved Service Levels of 80/30 for ten consecutive years
- Implemented IVR structure to resolve call routing challenges & to build our self-service capability
- Integrated customer messaging platform for Chat & Chat Bot
- Enhanced the Omni Customer experience for customers.
Senior Account Manager
Gallagher Bassett Services, Inc
Parsippany , NJ
12.2011 - 10.2013
- Liaison between clients and Gallagher Bassett Services
- Extension of risk management dept
- For assigned client base by supplying consultative a service
- Facilitate, support & coordinate aspects of client set-up with policy/coverage information
- Ensure all service expectations are kept through the audit process
- Communicate relevant changes within GB that may affect client’s program.
Operations Manager
Gallagher Bassett Service, Inc
Parsippany , NJ
08.2006 - 12.2011
- Accountable for dept
- Monthly, quarterly metrics & compliance regulation reports
- Coordinated internal & external audits
- Organized and conducted training sessions and coordinated client visits
- Ensured and supported office licenses for all states.
Education
B.A. - Communications & Public Relations
Shippensburg University
Skills
Effective leader
undefinedTimeline
Customer Service Operations
Selective Insurance Company of America
10.2013 - Current
Senior Account Manager
Gallagher Bassett Services, Inc
12.2011 - 10.2013
Operations Manager
Gallagher Bassett Service, Inc
08.2006 - 12.2011
B.A. - Communications & Public Relations
Shippensburg University
Similar Profiles
Andrew RyfaAndrew Ryfa
Special Investigator, FCLS at Selective Insurance Group of AmericaSpecial Investigator, FCLS at Selective Insurance Group of America
Carla Parker QueenanCarla Parker Queenan
Sr. Workers Compensation Representative at Selective Insurance CompanySr. Workers Compensation Representative at Selective Insurance Company
Kenneth PattonKenneth Patton
Senior Inside Auto Claims Adjuster at Selective InsuranceSenior Inside Auto Claims Adjuster at Selective Insurance