Megan Lewis
Chesterfield,MO
Summary
Experienced and accomplished customer support specialist. Skilled in data entry, verbal communication, and written correspondence for chat, emails, social media and electronic documents. Excellent reputation for resolving problems and improving customer satisfaction. Experienced in providing comprehensive technical support to users and resolving complex technical issues.
Overview
9
9
years of professional experience
Work History
Inspector of Accounts
Ameren Missouri
12.2023 - Current
- Responsible for assessment of approximately 60 electric, gas and lighting accounts on tariffs, contracts and riders daily to determine if billing is in accordance with Company's rate schedules, billing practices and policies
- Verify computation of customer bills.
- Enter readings for all read types on accounts including some advanced metering accounts with interval read components; and change billing components accordingly.
- Analyze and work accounts with all types of meters, including advanced metering accounts where demand component(s) is not used for billing.
- Analyze, address, and work to accurate completion, no-bills and follow up daily on issues that prevent these accounts from billing.
- Identified repair and upgrade requirements needed to meet safety and quality standards.
Credit Advisor-Damage Claims
Ameren Missouri
02.2021 - 12.2023
- Answered over 50 customer communications per day via telephone, and email.
- Negotiate with creditors on behalf of clients to arrange for payment adjustments, interest rate reductions or payment plans.
- Document all customer information accurately in computer system, providing dated notes for future reference.
- Examine claims forms and other records to determine insurance coverage.
- Research claims and incident information to deliver solutions and resolve problems.
- Maintain contact with claimants and attorneys to determine treatment status.
- Follow up with uninsured individuals regarding payments and past due accounts.
- Assist department with email-based and phone support when call center is busy or short-staffed
Customer Experience Operations Associate
Ameren Missouri
10.2019 - 02.2021
- Processed checks for damage claims accounts, and commercial/residential customers.
- Worked closely with the Zendesk CRM system to track performance metrics, and generate reports for leadership.
- Collaborated with internal teams on product updates, helping align customer feedback with product development initiatives.
- Trained and mentored new team members, fostering a positive work environment and promoting professional growth.
- Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
Digital Customer Care Advisor
Ameren Missouri
07.2017 - 10.2019
- Managed high-volume customer support via email, Facebook, Twitter and live chat, with afocus on efficiency and customer satisfaction
- Assist with training, reviewing and formulating email and social media responses for new team members
- Diagnosed and resolved complex product-related issues using technical tools and collaborated with engineering teams to resolve escalation
- Chosen to contribute in journey mapping session, which helped identify ways to improve Ameren's processes for customers and provide resolutions to streamline internal communication and improve team efficiency
- Championed use of user feedback in Ameren Listens surveys, which resulted in maintaining a 95% customer satisfaction rate
- Documented support procedures, escalations, and resolutions to streamline internal communication and improve team efficiency.
- Partnered with account management, product, and engineering teams to provide actionable feedback for product improvement and feature development.
Customer Care Advisor
Ameren Missouri
02.2017 - 07.2017
- Responded to billing inquires and handled high bill complaints.
- Discussed average bills, bill calculations, current balances and delinquent charges.
- Processed adjustments to customer's accounts concerning late payment charges, corrections of amounts or dates, or other debits/credits as necessary.
- Performed daily clerical operations such as faxes, letters of credit, and other forms or letters requested by customers.
Supplemental Customer Care Advisor
Ameren Missouri
02.2016 - 02.2017
- Handled 50 or more orders daily by phone for turn-on, discontinuance or transfer of gas and/or electric service using multiple Ameren systems.
- Processed correction orders such as changes in name, address and contact information.
- Accurately recorded gas leaks and electric emergencies in eADMS using extreme detailed information.
- Utilized problem solving skills to offer products and services to improve the customer's experience with Ameren.
Education
Master of Arts - Special Education (Autism Spectrum Disorder)
Arizona State University
Tempe, AZ05.2025
Bachelor Of Science - Business Administration
Lindenwood University
St. Louis, MO05.2013
Skills
- Customer Support
- Customer Relationship Management
- Active Listening
- Problem-solving abilities
- Critical Thinking
- Zendesk
- Salesforce/CRM
Timeline
Inspector of Accounts
Ameren Missouri
12.2023 - Current
Credit Advisor-Damage Claims
Ameren Missouri
02.2021 - 12.2023
Customer Experience Operations Associate
Ameren Missouri
10.2019 - 02.2021
Digital Customer Care Advisor
Ameren Missouri
07.2017 - 10.2019
Customer Care Advisor
Ameren Missouri
02.2017 - 07.2017
Supplemental Customer Care Advisor
Ameren Missouri
02.2016 - 02.2017
Master of Arts - Special Education (Autism Spectrum Disorder)
Arizona State University
Bachelor Of Science - Business Administration
Lindenwood University
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