Megan Fennessey
Scottsdale,Arizona
Summary
Seasoned customer service and management professional with over 20 years of experience across various industries. Currently a Trust and Safety Representative at DoorDash, focusing on incident support for Dashers, Consumers, and Merchants. Highly proficient in Salesforce, Five9, and QuickBooks, with a strong commitment to resolving complex issues while delivering exceptional service. HIPAA-certified and recognized for fostering adaptable, team-oriented environments in healthcare, retail, and administrative settings.
Overview
12
12
years of professional experience
Work History
Integrity Operations Trust and Safety, DoorDash
05.2023 - 01.2025
- Handled urgent incident reports with precision and efficiency using Salesforce
- Made outbound calls for safety-related issues and wellness checks
- Received Inbound calls and Live Chats
- Worked cross-functionally with various teams and Law Enforcement to resolve incident reports and provide comprehensive solutions
- Prepared and sent formatted emails to leadership, dashers, merchants, and customers
- Provided specialized support to Dashers, Customers, and Merchants on safety related incidents, delivering exceptional customer service
- Consistently met and exceeded quality metrics while escalating critical issues to the right teams
Customer Service Representative
AXS Ticketing
11.2022 - 05.2023
- Inbound ticket sales
- Responsibilities include answering incoming phone calls, selling tickets, shipping, and receiving, customer complaints, invoice question, and troubleshooting App
- Onsite and remote duties
- Proficient with industry specific software system
- Exceeded Quality metric standards with average of 95%
Head Cashier
The Home Depot
10.2019 - 11.2022
- Responsibilities include servicing customers, training associates, management, cashier, phone sales, inventory control, placing orders, price changes, shipping and receiving store opening and closing duties bookkeeping, reporting, and 10key
REMS Support Representative Operations
McKesson (RemX Temporary)
04.2019 - 06.2019
- Authorize and verify REMS caller identify and status before providing protected health information
- In and Outbound regarding REMS requirements
- Assist stakeholders with registration, enrollment, certification processing
- Unlock REMS web account and generate temporary passwords
- Assist with navigation with a Stakeholder’s account
- Identify potential adverse event and product complaints to the Clozapine drug manufacture
- Document REMS phone conversations
- Exceeded Quality metric standards with average of 95%
Patient Care Coordinator
Alliance Rx Walgreens Prime (AeroTek Temporary)
12.2018 - 02.2019
- In and Outbound customer service assisting patients, insurance providers, manufactures, and physicians with account inquiries and scheduling prescription deliveries
- Identify, research, and escalate client concerns and help resolve problems in a timely manner
- Complete all additional special handling duties, drug manufacture surveys, and provided typed documentation of all communications
- Exceeded Quality metric standards with average of 95%
Patient Care Coordinator
DRS
06.2018 - 11.2018
- In and Outbound customer service registering new and returning patients, updating insurance, scheduling prescription deliveries, and conducting customer service surveys
Shift Lead
Walgreens
08.2012 - 05.2018
- Responsibilities include servicing customers, training associates, management, cashier, Pharmacy data entry, and filling prescriptions, inventory control, placing orders, price changes, shipping and receiving, initiating purchase orders, store opening and closing duties bookkeeping, reporting, and 10key
- Proficient with industry specific software system
Education
Criminal Justice Technology -
Central Piedmont Community College
Charlotte, North Carolina12.2003
Information Processing Technology -
Brookstone Business School
Charlotte, North Carolina12.1999
Skills
- HIPAA compliance
- Proficient in Salesforce
- Proficient in Microsoft Office
- Proficiency in Kronos software
- Proficiency in Five9 and Amazon Workspace software
- Typing Speed: 55 WPM
- Data entry
- Complaint resolution
- Customer satisfaction measurement
- Product knowledge
- Computer proficiency
- Product sales
- Payment processing
- Retail sales customer service
- POS systems expert
- Inbound and outbound calling
- Typing 55 WPM
- Order fulfillment
- Product education
- Quality control
- Recordkeeping strengths
- Key holder experience
- Administrative support
- Call center procedures
- Team collaboration
- Multi-line phone talent
- Filing
- Receiving support
- Money handling
- Shipping and logistics
- Credit adjustments
- CRM software proficiency
- Quality assurance controls
- Live chat support
- Email management
- Critical thinking
Volunteer Experience
Mission trips to the Dominican Republic, Outreach and construction responsibilities, 06/01/90 - 06/30/91
Timeline
Integrity Operations Trust and Safety, DoorDash
05.2023 - 01.2025
Customer Service Representative
AXS Ticketing
11.2022 - 05.2023
Head Cashier
The Home Depot
10.2019 - 11.2022
REMS Support Representative Operations
McKesson (RemX Temporary)
04.2019 - 06.2019
Patient Care Coordinator
Alliance Rx Walgreens Prime (AeroTek Temporary)
12.2018 - 02.2019
Patient Care Coordinator
DRS
06.2018 - 11.2018
Shift Lead
Walgreens
08.2012 - 05.2018
Criminal Justice Technology -
Central Piedmont Community College
Information Processing Technology -
Brookstone Business School
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