Megan Hilderbrand
Yukon,USA
Summary
Dedicated Customer Service Specialist experienced in resolving customer inquiries and enhancing satisfaction through effective problem-solving and communication. Achieved operational efficiency by managing multiple tasks in fast-paced environments while fostering positive client relationships. Committed team player contributing strong interpersonal skills and attention to detail to support organizational goals.
Overview
10
10
years of professional experience
Work History
Customer Service Specialist
Principle Choice Solutions LLC
Oklahoma City, US
05.2022 - 09.2025
- Managed high-volume inbound and outbound customer calls, delivering exceptional service and ensuring customer satisfaction.
- Resolved customer concerns effectively, consistently meeting established productivity and quality standards.
- Managed between 60-90 customer and provider calls daily while maintaining quality and productivity standards.
- Maintained a high level of professionalism while interacting with customers via phone or email.
- Assisted veterans by answering benefit and claims inquiries with professionalism and empathy.
- Collaborated with team members to streamline service processes, enhancing overall efficiency and customer experience.
- Assisted in training new staff on customer service protocols and systems.
- Reviewed medical documentation and maintained HIPAA compliance.
Patient Care Technician (PCT)
Community Hospital OKC
Oklahoma City, US
03.2021 - 11.2021
- Maintained accurate patient records and communicated updates to care teams about patients' condition.
- Obtained patient vital signs and reported results to staff nurse or physician to identify changes from prior measurements.
- Enhanced patients' comfort and dignity by helping them with daily hygiene tasks.
- Documented patient intake and dietary requirements and aided with feeding and monitoring.
- Offered emotional support to patients and families to help navigate challenging situations.
- Coordinated patient admissions, discharges, and transfers with medical staff to enhance continuity of care.
- Collaborated with healthcare physicians and nurses to ensure quality patient care.
- Reported any observed changes in behavior or physical condition to the nursing staff immediately.
- Collected specimens such as urine samples for testing purposes according to established protocols.
Tier 1 Technical Support Representative
Conduent
Oklahoma City, US
05.2019 - 03.2021
- Provided phone-based technical support in a fast-paced call center environment
- Diagnosed customer issues through troubleshooting and guided step-by-step support
- Resolved product issues by following standard troubleshooting procedures.
- Assisted with troubleshooting computer hardware, software and network related issues.
- Educated customers on product features to maximize their usage experience. on product features and usage best practices.
- Researched solutions using internal knowledge base tools
- Recorded customer interactions and escalated complex issues.
- Escalated complex technical issues to senior support staff for resolution.
- Maintained knowledge of company products and service updates regularly.
- Collaborated with team members to streamline service delivery processes.
- Coordinated with departments to resolve complex customer issues effectively.
- Assisted customers with understanding how best to utilize their technology resources.
- Provided assistance in the installation, configuration, maintenance, and repair of products.
Home Health Aide (HHA)
Better Life Better Care
Enid, US
01.2018 - 03.2019
- Assisted residents with daily care while accurately documenting daily activities to ensure continuity of care.
- Maintained medical records and personalized care plans for each client.
- Delivered medications to clients following safety protocols.
- Communicated effectively with staff and residents to support quality care
- Developed nutritious meal plans tailored to individual dietary needs to enhance clients' health and well-being.
- Provided personal care to clients, assisting with daily living activities.
- Monitored client health and reported changes to healthcare professionals.
- Assisted clients with mobility, ensuring safety during transfers and movement.
- Collaborated with multidisciplinary teams to enhance overall client wellbeing.
Cashier/Sales Associate
Holding's Food Store
Enid, US
02.2016 - 12.2017
- Delivered high level of customer service to patrons using active listening and engagement skills.
- Delivered exceptional customer service to create positive shopping experiences.
- Supported management with daily operations.
- Collected payments and provided accurate change.
- Issued receipts, refunds, credits or change due to customers.
- Maintained clean and organized checkout area at all times.
- Managed inventory by restocking shelves and checking expiration dates.
- Collaborated with team members to ensure smooth operations during peak hours.
- Trained new cashiers on policies and procedures effectively.
- Completed various tasks assigned by management to support operations.
Education
High School Diploma -
Oklahoma City Community College
Oklahoma City, OK 06.2015 - 08.2015
Skills
- Customer service
- Help desk
- Claims processing
- Appointment scheduling
- Administrative experience
- Data entry
- Microsoft Office
- Microsoft Excel
- Microsoft Word
- Microsoft Outlook
- Productivity software
- Computer literacy
- Time management
- Adaptability
- Technical troubleshooting
- Documentation accuracy
- Communication skills
- Problem solving
- Conflict resolution
- Complaint handling
- CRM software
- Call center experience
- Telephone etiquette
- Customer relationship management (CRM)
- De-escalation techniques
- Script adherence
- Inbound and outbound calling
- Quality control
- Cultural awareness
- Adaptability and flexibility
- Medical terminology
- Active listening
- Punctuality and reliability
- Multi-line phone talent
Timeline
Customer Service Specialist
Principle Choice Solutions LLC
05.2022 - 09.2025
Patient Care Technician (PCT)
Community Hospital OKC
03.2021 - 11.2021
Tier 1 Technical Support Representative
Conduent
05.2019 - 03.2021
Home Health Aide (HHA)
Better Life Better Care
01.2018 - 03.2019
Cashier/Sales Associate
Holding's Food Store
02.2016 - 12.2017
High School Diploma -
Oklahoma City Community College
06.2015 - 08.2015