Megan Madrin
Marietta,GA
Summary
Dynamic, dedicated, and motivated professional, excelling in the client relations and administration fields. Seeking an opportunity that will allow more responsibility with the potential for advancement. Striving to find a company that will allow me to grow professionally as an individual. Excited for a long-term commitment to a company that will enable me to make an impact and contribute to their success and growth. With a teachable attitude, I constantly seek out and act upon coaching for improved performance.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Verizon Wireless
10.2021 - Current
- Recognized by VP of Consumer Customer Service for winning organization-wide competition for excellence in handling customer interaction; winning interaction is now included in training material as an example for all new employees
- Build customer loyalty and value through effective account management, identifying and providing offers for appropriate additional products, features, and services, and collecting payment
- Efficiently utilize multiple databases and support resources to resolve customer issues; partner with other departments to resolve escalated issues
- Deliver exceptional customer service with each interaction by leveraging extensive knowledge of products and services while creating welcoming, positive experiences
- Exceed customer call guidelines for service levels, handle time and productivity
- Adhere to strict verification methods in order to protect customer account information
- Complete training requirements in order to learn new skills and processes, grow knowledge of systems, and develop proficiency on company values, organizational requirements, and competencies needed for peak performance
- Work as part of a team to achieve both individual and team results
Customer Service Chat Agent
Sutherland Global
02.2021 - 09.2022
- Troubleshooting service issues with members pertaining to technical issues
- Support for general billing inquiries and account maintenance
- Access customer information by following strict verification steps to protect customer privacy
- Utilize CRM applications and knowledge resources to efficiently address and resolve customer needs
- Constantly maintain a ‘member-obsessed’ mindset to provide excellent customer service
- Meet and exceed quality standards and professional goals (i.e handling time, schedule adherence, calibration)
- Maintained a positive, empathetic, and professional disposition towards customers during all points of engagement
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
Customer Service Agent
InfoCision
05.2020 - 03.2021
- Work with several clients such as, Relief Factor, Comcast, Sharper Image and other consumer service clients
- Handle inbound calls from customers that currently have one service through our client and offer additional services to them based on their needs
- Handle inbound calls for orders of products and customer service inquiries
- Maintain a positive interpersonal, empathetic tone over the phone in order to handle any kind of temperament from a variety of customers
- Multitask across different platforms while maintaining smooth and easy-flowing conversation with customers
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
Legal Assistant
Shafer Law Firm
11.2019 - 05.2020
- Assist PRISMA Health with third-party liability cases
- Research and obtain claim information from insurance carriers, consistently track the status of patient claims and/or cases being handled by attorney office
- File, organize, scan, & fax legal documents/correspondence with insurance companies and law firms
- Prepare settlement requests with insurance companies and law firms
- Provide medical bills and records in accordance with HIPAA regulations
- Monitor, manage, and constantly update client database
- Maintain user accounts and profiles in the PRISMA Health EPIC application with detailed notes
- Uphold the highest standards of privacy to protect sensitive information
Client Support Manager
ATG Learning
08.2017 - 11.2019
- Manage inflow of leads from both marketing & demand generation teams
- Lead qualification and management of sales team’s pipeline
- Own the end-to-end support process of tracking the sales funnel
- Deliver sales & account management reports including revenue, retention with a high level client contact
- Time management, ability to multitask, highly organized, deadline driven and propensity to handle urgent interrupts with poise and professionalism
Executive Assistant
Value Lighting, Inc
04.2016 - 08.2017
- Stood as the point of contact for clients over the phone and in person
- Possess great skill in managing the high volume of calls, and treating every client well, in order to make them feel taken care of
- Assisted in managing purchase orders, tracking vendor equipment and maintaining an accurate log of warehouse inventory
- Coordinated conference room scheduling and meals for meetings
- On a daily basis, I would prepare correspondence and other documents proficiently in Microsoft Word & Excel
- Maintained a computer-based office calendar in order to support the President and Vice President of Sales
- Worked as a liaison between vendors and clients in order to support the successful completion of multiple company projects
- Scheduled and coordinated department and office-wide meetings
- Prepared itineraries, Initiated and arranged all hotel and travel arrangements for President
- Assisted Accounts Payable and Receivable with matching, batching, data entry, and filing
- Ensured invoices, checks, and other documents were properly sorted, logged, scanned, and filed
- Managed the process of verifying, logging, and mailing checks, including expediting special handling
Education
Bachelor of Science - Business Administration
Southern New Hampshire University
Hooksett, NH05.2025
Paralegal Certificate -
Kennesaw State University
Kennesaw, GA10.2021
Skills
- Customer account management
- Strong interpersonal skills and well-developed verbal and written communication skills
- Policy and procedure adherence
- Proficiency in CRM (Salesforce) and Microsoft Office Suite (Outlook, Word and Excel)
Accomplishments
- Customer Relations - Earned company-wide recognition for customer satisfaction
Timeline
Customer Service Representative
Verizon Wireless
10.2021 - Current
Customer Service Chat Agent
Sutherland Global
02.2021 - 09.2022
Customer Service Agent
InfoCision
05.2020 - 03.2021
Legal Assistant
Shafer Law Firm
11.2019 - 05.2020
Client Support Manager
ATG Learning
08.2017 - 11.2019
Executive Assistant
Value Lighting, Inc
04.2016 - 08.2017
Bachelor of Science - Business Administration
Southern New Hampshire University
Paralegal Certificate -
Kennesaw State University