Megan Matusick-Hawley
Bondurant
Summary
Dynamic professional with a proven track record at John Hancock Investments, excelling in customer service and critical thinking. Skilled in conflict resolution and data entry, I enhanced customer loyalty and streamlined processes. Demonstrated ability to deliver under pressure, achieving significant improvements in customer satisfaction.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
John Hancock Investments
05.2022 - 12.2024
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business while working remote.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Educated customers about billing, payment processing and support policies and procedures.
Receptionist
Demaranville Installations
07.2020 - 07.2021
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Resolved customer problems and complaints.
- Answered phone promptly and directed incoming calls to the correct offices
- Organized, maintained and updated information in computer databases.
- Confirmed appointments, communicated with clients, and updated client records.
- Corresponded with clients through email, telephone, or postal mail.
Emergency Medical Technician
Midwest Medical Transport
03.2018 - 05.2021
- Assisted with lifting and moving patients.
- Administered CPR, oxygen and other life-saving medical treatments.
- Streamlined patient assessment process by quickly determining chief complaints and prioritizing treatment interventions based on severity.
- Responded to 911 calls for medical emergencies.
- Conducted equipment and vehicle checks to maintain continuous and safe operation.
- Controlled wounds and injuries en-route to hospitals, prepping patients for advanced treatments or maintaining conditions pre-arrival.
- Enhanced patient care by efficiently assessing and addressing medical emergencies in high-pressure situations.
- Handled patient transfers from one medical facility to another.
- Increased team efficiency by collaborating with paramedics, firefighters, and other emergency personnel to provide seamless emergency care to patients.
Education
Paramedic. Cert - Paramedicine
Mercy College of Health And Science
Des Moines, IAEmergency Medical Tech -
Des Moines Area Community College
Ankeny, IADiploma -
Ottumwa Highschool
Ottumwa, IA05.2013
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Conflict resolution
- Payment processing
- Customer satisfaction measurement
- Professional telephone demeanor
- Scheduling
- Follow-up skills
- Product knowledge
- Documentation
Timeline
Customer Service Representative
John Hancock Investments
05.2022 - 12.2024
Receptionist
Demaranville Installations
07.2020 - 07.2021
Emergency Medical Technician
Midwest Medical Transport
03.2018 - 05.2021
Paramedic. Cert - Paramedicine
Mercy College of Health And Science
Emergency Medical Tech -
Des Moines Area Community College
Diploma -
Ottumwa Highschool
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