Megan Eckenrode
Pittsburgh,PA
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
19
19
years of professional experience
Work History
Seraphic Mass Association
03.2010 - Current
eServices Manager
Seraphic Mass Association
08.2016 - Current
- Maintenance of organization's website
- Fulfillment of website requests
- Handling donors' questions, complaints, or comments by email and phone
- Controlled costs to keep the business operating within budget and increase profits.
- Developed and implemented business strategies to achieve business goals and stay competitive.
- Creation of email campaigns
- Social Media posts and questions
- Creation of monthly reports to track new donors, website requests, and donations via website
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Phone Room and eServices Manager
Seraphic Mass Association
08.2016 - 08.2019
- Oversee 7 phone operators; monitor phone calls for quality assurance, conduct yearly reviews
- Handling donor complaints, suggestions and compliments over the phone
- Helping donors with Mass requests and donations over the phone
- Maintain daily reports (calls taken, notes recorded, call length, idle time and abandoned calls)
- Create procedures for and train new employees
- Scheduling of associates on weekly and monthly basis
- Maintenance of organization's website while working with a team to develop the new website
- Day-to-day office duties; printing and mailing of phone and website orders, etc.
Data Entry Coordinator and Website Administrator
Seraphic Mass Association
04.2012 - 08.2016
- Creation and sending out of weekly email blasts
- Maintenance of donor accounts and records
- Maintenance of the organization's website while working with a team to develop the new website
- Assist Data Entry Supervisor with personnel issues
- Create procedures for and train new employees
- Day-to-day office duties; fulfill online orders, data entry, printing and mailing of orders, etc.
Secondary Call Director
Seraphic Mass Association
05.2011 - 08.2016
- Handling donor complaints over the phone
- Helping donors with Mass requests and donations over the phone
- Monitor phone requests for quality assurance and train new phone operators
- Day-to-day office duties; printing and mailing of phone orders, maintaining daily reports
Data Entry and Web Fulfillment Specialist
Seraphic Mass Association
05.2010 - 05.2011
- Data entry of donations
- Client account look-up; verified and maintained client records
- Fulfilling website orders
- Assisting accounting with batch donations
J. Croyle and Associates
03.2010 - 05.2010
- Data entry of donations, Mail opening
- Maintaining client records
Sales Associate
NXF, Inc
11.2009 - 02.2010
- Business-to-business sales
- Completion of paperwork for clients and entering sales into the computer database
- Interviewing and training of new sales associates
Education
Diploma -
Burgettstown High School
06.2004
Skills
- Staff Management
- Professional Telephone Demeanor
- Project Management
- Customer Relationship Management
- Employee Training
- Time Management
- Managing Multiple Tasks
- Customer Relations
- Microsoft Excel
- Microsoft PowerPoint
- Report Preparation
- Account Management
Accomplishments
- Increased website donations by $2 million a year.
- Created a Social Media presence for the organization.
Timeline
eServices Manager
Seraphic Mass Association
08.2016 - Current
Phone Room and eServices Manager
Seraphic Mass Association
08.2016 - 08.2019
Data Entry Coordinator and Website Administrator
Seraphic Mass Association
04.2012 - 08.2016
Secondary Call Director
Seraphic Mass Association
05.2011 - 08.2016
Data Entry and Web Fulfillment Specialist
Seraphic Mass Association
05.2010 - 05.2011
Seraphic Mass Association
03.2010 - Current
J. Croyle and Associates
03.2010 - 05.2010
Sales Associate
NXF, Inc
11.2009 - 02.2010
Diploma -
Burgettstown High School
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