Megan Horsfield

• Providing exceptional customer service by answering customer inquiries about lighting design options, pricing, and availability.
• Advising customers on the best lighting solutions for their space, needs, and budget.
• Creating and managing customer accounts, including order processing and tracking.
• Collaborating with the sales team to identify opportunities for cross-selling and upselling.
• Resolving customer complaints and ensuring customer satisfaction.
• Staying up to date with industry trends and new products and technologies.
• Assisting with product returns and exchanges.
• Maintaining accurate records of customer interactions and transactions.
• Providing feedback to the lighting design team to improve product offerings and customer experience.
• Participating in training sessions to continually improve customer service skills and knowledge of lighting design products.

• Updated technical documentation for a minimum of ten features or products on a weekly basis, ensuring accuracy and completeness of information.
• Managed over 150 technical and administrative tickets weekly using JIRA, effectively triaging, resolving, and delegating tasks as needed.
• Authored user support documentation that enabled users to enhance their skills, leverage system features, and troubleshoot issues independently, reducing the need for support team intervention.
• Recorded all support interactions in the system, creating a comprehensive knowledge base for future reference and use.
• Collaborated closely with the engineering team to resolve complex technical issues, communicating insights and progress updates to stakeholders.
• Analyzed user issues using a combination of test scripts, personal expertise, and probing questions to identify root causes and develop effective solutions.
• Simplified technical information for non-technical clients, promoting a better understanding of the product and its features.
• Engaged with users through various channels, including email, phone, website, live chat, and forums/articles, providing timely and effective support.
• Troubleshot web interface and API issues, utilizing technical expertise and problem-solving skills to quickly resolve issues and minimize downtime.

• Demonstrated exceptional receptionist skills, warmly welcoming and greeting visitors in person or on the phone while maintaining a professional demeanor.
• Maintained accurate records of incoming and outgoing calls for the office staff, and efficiently sorted mail and packages.
• Efficiently completed various administrative tasks such as typing, faxing, photocopying, and ordering office supplies to contribute to the team's success.
• Operated a computer with multiple information screens to research and resolve customer inquiries, demonstrating strong problem-solving skills.
• Coordinated guests' needs, scheduled appointments, and efficiently collected payments for services.
• Maintained a calm and professional demeanor under pressure while performing various general administrative and customer service-related tasks as requested.
• Provided outstanding customer service by quickly and professionally addressing clients' questions and needs.

• Resolved customer inquiries and issues with personal devices (e.g. Apple devices, PCs, and other personal devices) and software thoroughly and promptly.
• Managed customers' expectations and ensured high satisfaction levels with their experience.
• Achieved a 98% rate of first-call resolution for identifying and solving technical and critical issues.
• Identified potential sales and cross-selling opportunities.
• Defined and documented technical best practices for improved efficiency and consistency.
• Researched and resolved complex technical issues independently and successfully.
• Stayed up to date with the latest technologies and solutions relevant to the company's products.

• Traveled extensively, up to 100% of the time, to coordinate inspections, upgrades, and preventative maintenance for over 15 cell tower sites per week nationwide.
• Implemented preventative maintenance and equipment upgrades to maintain network, system, and data availability/integrity.
• Responded promptly to federal site repair calls to restore network connectivity.
• Provided constant supervision and performed thorough job safety analyses to mitigate risks for up to 10 on-site workers at a time on job sites.