Megan Cummings
El Paso,TX
Summary
Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.
Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Overview
18
18
years of professional experience
Work History
Customer Experience Manager
Michaels Arts And Crafts
10.2022 - 07.2023
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Conducted regular performance reviews with team members, fostering professional growth and development.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
- Mentored local personnel on best practices and protocols to maximize productivity.
Auto Adjuster III
USAA
01.2012 - 01.2016
- Investigate claims to determine extend of company’s liability and exposure; settle claims; indemnify claimants on behalf of our members to protect and limit personal financial vulnerability
- Collaborate with third party claimants, insurance adjusters and witnesses to obtain clear and concise statements within guidelines in place by Department of Insurance
- Productively reviewed member policies and assessed potential exposures in order to protect them for possible future losses
- Maintained a superior call quality rating in file handling and closing claims in a rapid manner while maintaining call and schedule adherence
- Exercised sound judgment in determining total loss situations based on factors such as cost of repairs versus actual cash value of the vehicle involved in the accident.
- Assisted coworkers during periods of high workload or staff shortages, demonstrating teamwork skills that contributed to company success collectively.
- Results: Provided optimum service to members and claimants, efficiently navigated damage assessment tool to negotiate fair settlements and identify fraudulent claims and damages
Military Personnel Division Reassignment Specialist
EAGLE SUPPORT SERVICES
01.2011 - 01.2012
- Handled customer inquiries, data input and PCS order production for the Fort Carson installation
- Results: Managed high-volume workload within a time-sensitive driven environment
- Consistently exceeded all production standards ahead of schedule with impeccable accuracy
- Helped re-design and execute a more effective briefing that was conducted twice a week to aid and assist individuals with personal and professional aspects while relocating from Colorado to both continental and international locations
- Completed multiple voluntary customer service training courses to enhance customer satisfaction and overall production improvement
- Effectively trained new personnel in customer service, Installation System Management (ISM) and basic communications, listening and politeness skills that resulted in overall positive customer feedback.
- Developed strong client relationships through consistent communication and attentive service.
Human Resource Management
UNITED STATES ARMY
01.2006 - 01.2010
- Served as executive assistant to the management team, handled a fast-paced office and busy phone system
- Direct responsibility for the mentorship of ten junior subordinates
- Managed all personnel and financial records for over forty individuals stationed across three different countries
- Provided weekly PowerPoint presentations detailing office productions as well as projected personnel gains and losses
- Results: Implemented new office data entry program that improved timely production of personnel evaluations and awards to 100%
- Managed daily operations of human resource office responsible for providing all personnel and financial actions for 40 employees located within Germany, Italy and England
- Built and maintained trusted and positive networks with NATO allies, and surrounding businesses that aided in our employees personal and professional development
- Maintained the telecommunications connectivity network between my executive officer and employees on business travel.
- Advised on organizational structure and human resource management to promote efficient business operations.
- Advised clients on best practices in human resource management, fostering a positive work environment and increased employee retention rates.
Education
Bachelor of Science - Sociology with Social Work Emphasis
Grand Canyon University
Phoenix, AZ05.2020
Skills
- Customer Relationship Management (CRM)
- Office Management
- Team Building & Supervision
- Policies & Auto Contracts
- Report & Document Preparation
- Spreadsheet & Database Creation
- Telecommunications Services
- Management of Personnel Files
- Maintaining Financial Records
- Cross-Functional Collaboration
- Customer Empathy
Personal Information
Title: Human Resource Specialist
Timeline
Customer Experience Manager
Michaels Arts And Crafts
10.2022 - 07.2023
Auto Adjuster III
USAA
01.2012 - 01.2016
Military Personnel Division Reassignment Specialist
EAGLE SUPPORT SERVICES
01.2011 - 01.2012
Human Resource Management
UNITED STATES ARMY
01.2006 - 01.2010
Bachelor of Science - Sociology with Social Work Emphasis
Grand Canyon University