Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Megan Batman

Knoxville,TN

Summary

Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Customer Service Coach

Foundever
Knoxville, TN
08.2020 - Current
  • I provide coaching and feedback to customer service representatives on a daily basis.
  • I develop strategies to improve customer experience as well as develop strategies to improve my agents performances for different KPI metrics.
  • I conduct weekly one on one sessions with my agents to implement a skill knowledge enhancement plan to help bridge gaps on areas of opportunities to help them reach self set goals.
  • I also monitor and audit calls to ensure they are following the compliance and technical processes our client has set in place so we maintain our commitment to our client.
  • Analyzed customer feedback surveys to identify areas of improvement in customer service processes.
  • Created reports to track agent performance metrics such as average handle time, resolution rate.
  • Actively participated in weekly team meetings to discuss challenges faced by the department.
  • Maintained an up-to-date knowledge base of frequently asked questions used by agents during interactions with customers.
  • Served as a point of contact between management and staff members for any issues or concerns.

Guest Service Representative

Hampton Inn By Hilton
Alcoa, TN
05.2019 - 07.2020
  • Take inbound calls to set up reservations, answer phone and solve problems with billing inquiries and issues.
  • Communicate with different departments to meet guest requests.
  • Process payments and handle all accounting for individual accounts, third party accounts and direct billing. Print Fusebox report and verify EDC's on a daily basis.
  • Cross trained for different shifts on front desk.
  • Follow all Hampton and Hilton brand standards and QA requirements implemented by brand
  • Greeted guests and provided information regarding hotel services, amenities, and local attractions.
  • Assisted guests with check-ins and check-outs in a timely manner.
  • Handled customer complaints professionally and efficiently.

Education

High School Diploma -

South Doyle High School
Knoxville, TN
05-2010

Skills

  • Task Delegation
  • Call Monitoring
  • Feedback Analysis
  • Complaint Handling
  • Group Discussion Facilitation
  • Job Skill Building
  • Role Playing
  • Attention to Detail
  • Team Exercises
  • Problem-Solving
  • Group Instruction
  • Goal Setting
  • Interpersonal Skills
  • Team Building
  • Reliability
  • Documentation and Recordkeeping
  • Coaching and Development

Certification

  • Certified Peer Recovery Specialist Training
  • Licensed Auto and Property Insurance

Timeline

Customer Service Coach

Foundever
08.2020 - Current

Guest Service Representative

Hampton Inn By Hilton
05.2019 - 07.2020

High School Diploma -

South Doyle High School

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Megan Batman