Megan Julian
Bountiful,UT
Summary
Goal-oriented Team Manager dedicated to meeting team performance objectives and achieving set targets. Offering 5 years of extensive leadership experience. Committed individual well-versed in providing thorough training, setting team goals and developing innovative strategies. Effective oral and written communication skills paired with excellent time management and leadership abilities.
Overview
13
13
years of professional experience
Work History
Team Leader Manager
Discover Financial Services, DFS
03.2018 - Current
- Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalation and associated negative impact.
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Cultivated positive, productive team environments, resolving conflicts quickly.
- Delivered regular team meetings for aligned work towards common goals.
- Aligned team goals and objectives with organizational strategy, aiding business growth.
- Facilitated meetings to communicate team performance goals and results.
- Coordinated team collaboration to share ideas and build best practices.
- Established and maintained performance, quality and service standards for professional customer care.
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
- Analyzed team performance data to provide meaningful insights, enabling informed decision-making.
- Implemented training programs to maximise team member development and potential.
- Developed performance measurement strategies, identifying areas for improvement.
- Evaluated employee performance on regular weekly basis and coached and trained team members, increasing quality of work and employee motivation.
- Led employee relations through effective communication, coaching, training, and development.
- Identified and corrected deficient performance and behaviors to achieve maximum productivity.
- Established team priorities, maintained schedules and monitored performance.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Defined clear targets and objectives and communicated to other team members.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Developed detailed plans based on broad guidance and direction.
- Collaborated on quality assurance practices in Link'd platform
- Reduced waste and pursued revenue development strategies to keep team aligned with cost/ productivity targets.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Team Coach
Discover Financial Services, DFS
03.2015 - 03.2018
- Evaluated individual knowledge, skills, and strengths, and assigned team positions to maximize talent areas.
- Developed and implemented comprehensive training program for employees to increase resilience and performance.
- Scheduled and organized team activities to cultivate relationships and build rapport.
- Trained and mentored new coaches on fundamentals of coaching to apply best practices and strategies.
- Provided feedback to coaches to improve teaching techniques and increase drive to succeed.
- Assessed strengths and weaknesses in employee behaviors to develop valuable techniques and increase preparedness.
- Analyzed and adjusted team strategies during games to enable flexibility and maximize success.
- Enforced discipline both individually and in coaching's to lead team and company results.
- Analyzed and evaluated team performance metrics to identify areas of improvement.
- Taught players how to build cohesive, structured team.
- Encouraged everyone to cultivate strong work ethic by demonstrating diligence, patience, and respect for others.
- Monitored employees work to establish high level of performance.
- Utilized positive communication to encourage team and promote integrity and respect.
- Collaborated with other coaches to create and execute game plans.
- Prepared reports by analyzing trends and data.
- Maintained and improved operational performance by completing action plans, resolving problems and controlling implementations.
- Participated in cross-functional team-building activities.
Account Manager
Discover Financial Services, DFS
12.2010 - 03.2015
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Built and strengthened loyalty with client relationships.
- Educated and sold clients on new products or services to increase customer engagement with brand.
- Facilitated client satisfaction and renewed customer relations to drive growth.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Monitored and analyzed customer feedback to identify opportunities for improvement.
- Developed and implemented strategies to increase client retention.
- Set clear sales goals to identify activities and behaviors to advance sales process with products and align to company initiatives and goals.
- Recommended brand products to customers to encourage repeat purchases and foster customer loyalty.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Built relationships with customers and community to promote long term business growth.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Developed and maintained strong working relationships with professionals within assigned team, department and company.
- Met with customers to discuss and ascertain needs and tailor solutions.
- Contributed to team objectives in fast-paced environment.
- Maintained current knowledge of evolving changes in the enterprise.
- Achieved or exceeded company-defined goals.
- Monitored service after sale and implemented quick and effective problem resolutions.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Presented professional image consistent with company's brand values.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Stayed current on company offerings and industry trends.
- Informed customers of promotions to increase sales productivity and volume.
Education
Associate of Science - Business
Salt Lake Community College
Salt Lake City, UT01.2023
Skills
- Situational Awareness
- Disciplinary Action
- Team Meetings
- Operational Efficiency
- Practice Coordination
- Performance Tracking and Evaluations
- Expense Reduction
- Strength Optimization
- Timelines and Milestones
- Strategic Vision
- Clerical Support
- Administrative Support
- Customer Loyalty
- Customer Inquiries
- Player Communication
- Supporting Daily Living Needs
- Process Evaluations
- Team Relationships
- Continuous Improvement Projects
- Process Improvement Initiatives
- Game Schedules
- Eligibility Requirements
- Team Routing
- Team Management Understanding
- Assignment Delegation
- Quality Assurance
- Increasing Awareness
- Production Streamlining
Timeline
Team Leader Manager
Discover Financial Services, DFS
03.2018 - Current
Team Coach
Discover Financial Services, DFS
03.2015 - 03.2018
Account Manager
Discover Financial Services, DFS
12.2010 - 03.2015
Associate of Science - Business
Salt Lake Community College