Megan Johnson
Inwood,WV
Summary
I am a knowledgeable and dedicated customer service professional with extensive experience in the customer service industry. I am viewed by my peers as a solid team player with a positive demeanor. I am committed and motivated to maintain customer satisfaction and contribute to company success while maintaining integrity and security for the client and my employer. As a hardworking and passionate employee, I specialize in quality, speed, process optimization, and security.
Overview
20
20
years of professional experience
Work History
CSR 2
TTEC
02.2023 - Current
- Clients: Progressive Auto and Charles Schwab
- Assist clients with navigating their online user profile
- This includes, but is not limited to, credentials, website navigation, setting up payment methods, money movement, locating and submitting forms
- Some skills used to perform necessary duties include active listening, attention to detail, time management, critical thinking, problem solving, and patience
- Handled customer inquiries and suggestions courteously and professionally
- Manage over 50 calls per day
- Client customer service feedback at 100%
- Quality assurance score consistently at meets or exceeds expectations
- Programs used include: Microsoft Word, Service Desktop, Glance, Zoom, and Microsoft Teams.
Shirt Designer
Meggies Customs
05.2020 - Current
Meggiesanva, and Cricut software.Cricut
Pool Shift Supervisor-Seasonal
The Woods
05.2015 - 09.2015
- Trained new employees and delegated daily tasks and responsibilities
- Completed pool opening and closing procedures and balanced tills
- Enforced company policies and regulations with employees
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts
- Documented daily checks to maintain pool cleanliness and safety
- Managed over 50 Customer calls per day.
Lifeguard-Seasonal
The Woods Resort
05.2013 - 09.2013
- Learned and maintained proficiency in first responder skills such as First Aid and CPR to offer individuals in distress optimal support
- Monitored safety of guests in and around swimming pool
- Attentively monitored swimmers to identify distress
- Responded to emergency situations in a timely, efficient manner
- Performed regular maintenance of pool equipment and life-saving equipment to keep in good working order
- Observed weather and water conditions and alerted visitors to potential dangers, storms, and rip currents
- Administered CPR and first-aid following best practices.
Customer Service Representative-Retention
DirecTV
01.2009 - 01.2010
- Answered customer telephone calls promptly to avoid on-hold wait times
- Handled customer inquiries and suggestions courteously and professionally
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Offered advice and assistance to customers, paying attention to special needs or wants
- Participated in team meetings and training sessions to stay informed about product updates and changes
- Updated account information to maintain customer records
- Educated customers about billing, payment processing, and support policies and procedures
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Collections Specialist
GC Services
01.2008 - 01.2009
- Clients: Wells Fargo, GMC
- Collected payment or arranged payment options with the customer
- Negotiated to collect balance in full
- Processed payments and applied to customer balances
- Worked in call center environment handling automatically dialed outbound calls
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes
- Trained new team members on scripts, company services, and collection strategies
- Responded to customer inquiries and provided detailed account information.
Cashier and Food
McDonald's, Inc
01.2007 - 01.2008
- Utilized product knowledge of foods and beverages to make suggestions to customers
- Engaged customers to help create superior food and beverage experience
- Operated and sanitized kitchen and food preparation equipment
- Provided correct change to customers while following cash handling policies and procedures
- Accurately handled cash register transactions while providing excellent customer service
- Demonstrated excellent multitasking skills, balancing customer orders and requests to maintain satisfaction
- Cleaned and organized condiment and beverage stations to maintain tidiness
- Collected trash and empty trays from empty tables to maintain clean and tidy dining area.
Cashier and Food Preparation
Arby's
10.2006 - 07.2007
- Maintained clean, trash-free workspaces to maximize productivity and safety
- Prepared and served various food and drink items to customer specifications in fast-paced environments
- Replenished condiments, beverages, and supplies while maintaining cleanliness of service areas
- Greeted customers and answered inquiries regarding menu items and specials
- Monitored food quality and freshness throughout day
- Worked front counter, drive-thru, and other areas
- Performed food preparation responsibilities to meet franchise standards for quantities, speed, and packaging
- Followed food safety procedures outlined in company policies and health and sanitation regulations to prevent foodborne illness
- Reduced customer wait times by quickly operating customer window and sales register
- Performed shift change tasks each day to keep store neat and running smoothly.
Head Lifeguard
Alpine Lake Resort
01.2004 - 08.2006
- Provided a safe and secure swimming and leisure environment for any and all guests
- Also worked the cash register and cleaned the surrounding areas
- Finally, performed general maintenance on the pools.
Education
RBA Arts - Sociology and Psychology
Shepherd University
05.2014
High School Diploma -
Preston High School
05.2006
Skills
- Microsoft (10 years)
- Communication (10 years)
- Telephone Etiquette (6 years)
- Customer Service (10 years)
- Organization (10 years)
- Typing (Over 65-70 words per minute)
- Organizational strategies training
- Call Center Operations
- Customer Inquiries
- Account Updating
- Call Volume and Quality Metrics
- Windows 10
- Organizational Skills
- Account Management
- Friendly and Patient
- Creative Issue Resolution
Timeline
CSR 2
TTEC
02.2023 - Current
Shirt Designer
Meggies Customs
05.2020 - Current
Pool Shift Supervisor-Seasonal
The Woods
05.2015 - 09.2015
Lifeguard-Seasonal
The Woods Resort
05.2013 - 09.2013
Customer Service Representative-Retention
DirecTV
01.2009 - 01.2010
Collections Specialist
GC Services
01.2008 - 01.2009
Cashier and Food
McDonald's, Inc
01.2007 - 01.2008
Cashier and Food Preparation
Arby's
10.2006 - 07.2007
Head Lifeguard
Alpine Lake Resort
01.2004 - 08.2006
RBA Arts - Sociology and Psychology
Shepherd University
High School Diploma -
Preston High School