Megan Biggs Kendall
Memphis,TN
Summary
Proven leader with a track record of enhancing customer and employee satisfaction and streamlining operations. Highly skilled in negotiation and conflict resolution. I'm detailed oriented, impressively organized and have a passion for labor law. I've successfully implemented service management strategies, leading to improved efficiency and reduced employee turnover. Expert in fostering team collaboration and leadership, ensuring project excellence, ahead of the deadline, and client trust.
Overview
20
20
years of professional experience
Work History
Guest and Services Manager
Frost Bake Shop
10.2022 - 04.2024
- Developed strong relationships with key clients, ensuring long-term partnerships and repeat business opportunities.
- Introduced process improvements that led to faster resolution times for customer issues without sacrificing quality or attention to detail.
- Acted as a liaison between clients and internal teams during project execution phases guaranteeing clear communication lines were open throughout entire project lifecycles.
- Implemented best practices in workflow management to ensure timely completion of tasks without compromising quality or client satisfaction levels.
- Reduced employee turnover by creating a positive work environment with clear communication channels, regular feedback sessions, and opportunities for professional development.
- Analyzed performance metrics to identify areas for improvement, leading to more effective resource allocation and better overall results.
- Established performance benchmarks for the team, motivating employees to exceed expectations consistently.
- Improved customer satisfaction by implementing efficient service management strategies and streamlining processes.
- Assisted in talent acquisition efforts for the service department, identifying top candidates with relevant skills and experience needed to support organizational growth initiatives.
- Developed and implemented customer service policies and procedures.
- Implemented training programs to enhance staff skills, leading to improved service quality and higher customer retention rates.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Hired, trained and supervised team of service staff members to meet business goals.
- Resolved customer complaints in professional and timely manner.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Legal Assistant and Office Administrator
Stanley Phillips Law
06.2018 - 06.2021
- Filed court documents and legal pleadings with court clerk on behalf of attorneys.
- Organized documents to manage paper and electronic filing systems of clients.
- Maintained strict confidentiality, protecting sensitive client information as required by legal ethics and regulations.
- Handled office scheduling and made notes for deadlines, motions, and other important dates.
- Prepared and drafted correspondence and legal forms to maintain smooth communications.
- Reviewed, edited and proofread litigation for proper grammar, spelling and punctuation.
- Researched statutes, decisions, legal articles, and codes.
- Attended court hearings and depositions to take notes and document proceedings.
- Contacted clients to schedule appointments and discuss progress of cases.
- Communicated pertinent information to clients via phone, email, and mail.
- Negotiated settlements and mediated disputes to create mutually beneficial solutions and maintain positive relationships.
- Monitored changes in relevant laws to stay abreast of procedures and provide legal updates to clients.
- Contributed to the development of winning litigation strategies through careful review of relevant statutes, case law, regulations, and other authoritative sources.
- Prepared and managed attorney travel itineraries to optimize scheduling.
- Supported attorneys in achieving favorable outcomes through thorough research and analysis of complex legal issues.
- Drafted accurate and persuasive legal correspondence, contributing to successful negotiations and settlements.
- Prepared for court hearings by organizing and summarizing documents, preparing exhibits and reviewing evidence.
Retail Sales Supervisor
AT&T
06.2011 - 06.2012
- Enhanced customer satisfaction by providing exceptional service and addressing concerns promptly.
- Counted cash register drawers at beginning and end of each shift to prepare bank deposits.
- Opened and closed store independently and prepared nightly bank drop for manager.
- Greeted customers and helped with product questions, selections, and purchases.
- Resolved escalated customer issues swiftly, maintaining strong relationships with loyal customers while preserving company reputation.
- Maintained sales staff by selecting, orienting and training Number full-time and part-time employees.
- Created a positive work environment by fostering open communication and recognizing employee achievements regularly.
Paralegal / Office Manager
Roberts Brooks
06.2004 - 11.2010
- Reduced attorney workload by drafting routine legal documents such as pleadings, motions, and affidavits.
- Managed scheduling of court calendars and deadlines to maintain smooth flow of firm operations.
- Enhanced case efficiency by organizing and maintaining legal documents, files, and correspondence.
- Assisted counsel in preparing answers, providing documentation, and information for discovery request.
- Liaised with other paralegals and legal staff to complete common tasks on schedule.
- Contributed to firm-client relationship building through professional interactions with clients during meetings or phone calls, conveying empathy while maintaining confidentiality.
- Communicated with clients, opposing counsel and court personnel to keep all parties informed on case updates.
- Boosted office productivity by maintaining an accurate calendar of appointments, deadlines, and court appearances.
- Conferred with clients and other involved parties to gather and track case information.
- Conducted detailed client intakes and entered information into company database.
- Contributed to successful case outcomes through diligent fact investigation and witness interviews.
- Supported risk mitigation efforts by assisting in the preparation of due diligence reports on potential clients or business partners.
Education
Marketing
University of Memphis
Memphis, TNParalegal Certificate Program - Paralegal Studies
The University of Tennessee - Knoxville
Knoxville, TNSkills
- Staff Development
- Bargaining and negotiations
- Task Delegation
- Time Management
- Work Planning and Prioritization
- Reliable and Responsible
- Goal-Oriented
- Policy and Procedure Enforcement
- Relationship Building
- Staff Training and Development
- Team Collaboration and Leadership
- Proficient in Microsoft Office applications
- Customer Service
- Critical Thinking
- Conflict Resolution
- Documentation And Reporting
Timeline
Guest and Services Manager
Frost Bake Shop
10.2022 - 04.2024
Legal Assistant and Office Administrator
Stanley Phillips Law
06.2018 - 06.2021
Retail Sales Supervisor
AT&T
06.2011 - 06.2012
Paralegal / Office Manager
Roberts Brooks
06.2004 - 11.2010
Marketing
University of Memphis
Paralegal Certificate Program - Paralegal Studies
The University of Tennessee - Knoxville