Megan Oliveira
Southborough,MA
Summary
Dynamic team leader with a robust sales background and a focus on motivating teams to achieve business goals. Expertise in training and problem-solving, effectively managing both routine and complex tasks. Proven track record in launching and operating successful projects, events, enhancing customer loyalty, and driving sales performance. Experienced in developing strategic initiatives that support branding and driving sales.
Overview
9
9
years of professional experience
Work History
Technical Support Specialist
Oura Ring
05.2021 - Current
- Work and collaborate with a talented team of professionals across different geographies to create an exceptional, unique, and positive customer experience
- Foster a great experience by communicating directly with customers to resolve day-to-day inquiries and issues through email and live chat
- Strong interpersonal skills and ability to build relationships with cross-functional stakeholders
- Constantly track trends and customer feedback
- Build trust through every customer interaction: creating personalized, empathetic, and meaningful experiences
- Take ownership over your area of responsibility and collaborate with team members to improve SOPs, training materials, and documentation
- Create, present and execute approved processes created to fill gaps when found
- Partner with peers and managers in an effort to streamline and improve processes that can no longer accommodate the rapid growth.
- Partner with Director of Technical support as well as Direct manager to support the hiring process
- Develop and present relative and efficient SOP's in an effort to positively impact team KPI's
- Creating the 'Onboarding Buddy Program' in an effort to improve the overall team and company culture specifically during the remote onboarding process
- Training BPO or contract agents
- Updating Macros as needed when pertinent information impacting the users experience or impacting use of product
- Tracking weekly, monthly and quarterly metrics and KPI's to deliver to direct support team along with border teams
- Identifying and delivering trends and opportunities reflected in KPI and metric reporting
- Creating communication dashboard 'Technical Support Hub' in an effort to streamline the high level need to know informations currently impacting the business and the Technical team
- Worked directly with direct manager and senior manager to improve operational processes and roll out new efficient processes to better support the team as well as the rapid growth within the business
- Provided technical assistance to users regarding device setup and troubleshooting.
- Educated customers on product features and best usage practices.
- Collaborated with engineering teams to resolve software issues efficiently.
- Managed customer inquiries through multiple communication channels effectively.
- Analyzed customer feedback to identify common issues and suggest improvements.
- Communicated with customers to identify issues, walk through solutions, and initiate corrective actions to restore service and functionality.
- Collaborated with other departments within the company when needed to resolve complex issues quickly and efficiently.
- Provided comprehensive technical support to customers via telephone, email and chat.
- Resolved record-breaking backlog of support tickets following major system malfunction.
User Success & Client Support Manager
Upturn
San Francisco, USA
09.2018 - 04.2020
- Facilitated inter-departmental communication to effectively report bugs or any product issues that may arise, by working directly with engineering to improve our product
- Develop and enhance Zendesk our user support tool
- Worked with strategic partnership lead to develop new strategic relationships and onboard user products
- Attended engineering team daily stand up to speak on behalf of user / customer support
- Providing recaps into the performance of the partnership to provide insights into future performance
- Ability to build and seek relevant organic business
- Possessing excellent interpersonal skills to develop and maintain cooperative, beneficial and positive working and business relationships with key clients
- Integral part of the team working directly with engineering to identify opportunities and successes within the product specifically future feature products
- Entrusted with handling escalated situations regarding legal, compliance and other circumstances that might put the company at risk
- Ensure proper execution of new processes and functions
- Ability to navigate through ambiguous and fast paced changes in the working environment
- Strong knowledge of business process (Talent Management, Sales, Marketing, Service, Support)
- Develop and maintain positive client relationships at all levels with existing corporate accounts
- High level of cross functional leadership - ability to understand the audience at hand with the ability adjust communication accordingly
- Investigating and solving customers' problems, which may be complex or long-standing problems
- Keeping customers informed of process and product changes impacting use of the product or experience
- Worked directly with the head of product and the team to build out partner ads featured on our website and users profiles
- San Francisco, CA
- Developed training materials for new team members to enhance service delivery.
- Coordinated client feedback sessions to improve product understanding and usage.
- Facilitated cross-departmental collaboration to resolve client issues effectively.
- Analyzed client support trends to identify areas for process improvement.
- Oversaw daily operations of the support team to maintain service standards.
- Implemented new support tools to streamline client interaction processes.
- Analyzed data from customer feedback surveys to identify areas of improvement.
- Maintained up-to-date knowledge of company products and services in order to effectively answer questions from customers.
- Generated monthly performance metrics reports for client support team members.
- Developed training materials and conducted trainings for new members of the client support team.
- Resolved customer inquiries in a timely manner, while maintaining high levels of customer satisfaction.
- Maintained detailed records of all customer interactions for future reference.
- Collaborated with other departments such as sales, marketing, product development. In order to ensure the successful implementation of projects for clients.
- Analyzed customer data in order to identify areas where additional resources were needed.
- Implemented strategies designed to improve overall customer satisfaction ratings.
- Served as an escalation point for complex technical issues requiring advanced troubleshooting techniques.
- Managed escalated customer cases by providing solutions that met or exceeded expectations.
- Consulted with staff on resolution of complex service issues.
- Recruited, interviewed, and hired volunteers and staff.
- Researched and analyzed community needs to determine program directions and goals.
- Handled administrative procedures to meet objectives set by boards of directors or senior management.
Regional Manager
Toss Designs
San Francisco, USA
01.2017 - 11.2017
- Rebuilt the management group from the ground up, actively recruiting and networking to bring on top talent.
- Oversaw a total of 9 stores - including South Carolina location
- Overseeing each detail from ground up the opening of the South Carolina location
- Developed on boarding and training program for new store managers and sales associates
- Created store manager appraisal guide to track development and individual impact on business
- Conducted store manager appraisals providing ongoing feedback and coaching empowering store managers to challenge the status quo
- Created succession plans for talent in each store in order to reduce turnover
- Reviewed sales reports to monitor key drivers to aid in weekly, monthly and quarterly planning for each store and the district as a whole
- Worked directly with buying and allocation teams to dissect selling reports in order to make appropriate decisions on product that would positively impact business
- Implemented scheduling standards, training managers to look over traffic and business trends to better create a schedule that reflects the needs of their business while managing labor
- Partnered with local organizations to host events to increase business
- Created daily communication tool to ensure the entire team was up to date with changes, promotions and daily sales
- Collaborated with the visual director to design and establish a visual guide for stores to use as a reference
- Created VIP customer program to help build and retain a customer base and stay in touch
- Sought out and directly worked with research analytics company Shoppertrak to build a program that would best help in tracking KPI'S, foot traffic and business trends
- Currently exceeding yearly sales plan with 8 out of 9 stores up 11% on the year and 15% to LY
- Fosters a positive work environment, recognizing individual and team accomplishments with regular contests, outings, luncheons and team activities for everyone share in the success of the business
- San Francisco, CA
- Led regional teams to enhance operational efficiency and customer satisfaction.
- Coordinated staff training sessions to improve product knowledge and sales techniques.
- Analyzed sales data to identify areas for improvement and growth opportunities.
- Fostered strong relationships with key clients to drive brand loyalty and retention.
- Oversaw regional marketing initiatives to increase brand awareness and market penetration.
- Established goals, objectives, policies, procedures, and standards of performance for all personnel in the region.
- Trained staff on product knowledge, customer service techniques, sales strategies.
- Managed regional operations, including inventory control, staffing levels, logistics, and customer service.
- Identified new business opportunities through market research and industry trends.
- Created and maintained relationships with key customers in the region.
- Analyzed regional financial data to identify areas of growth opportunities.
- Provided mentorship and coaching to staff members throughout the region as needed.
- Handled human resource concerns and established plans to handle issues consistently and efficiently.
- Monitored team progress towards achievement of goals and objectives set forth by executive management.
- Ensured compliance with all applicable laws related to employment practices within the region.
- Resolved conflicts between customers and employees within the region.
- Controlled shrink through strategic inventory management and loss prevention approaches.
- Cultivated and maintained solid partner relationships to drive mutually beneficial collaboration and bottom-line profits.
- Aligned procedures and protocols with changing business demands.
- Minimized turnover through effective training and employee engagement programs.
- Developed and implemented strategies to increase market share in the region.
- Developed and implemented clear policies and procedures across multi-state area.
- Organized promotional events to generate interest in products or services offered by the company.
- Mentored and guided general managers on proper processes and methodologies.
- Hired talented, trainable team members, and drove new business strategies to grow revenues.
- Worked with direct reports to develop and implement action plans, improving operating results.
- Mentored team members by demonstrating best practices for sales and customer service.
- Cultivated positive rapport with associates and team leadership.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Produced thorough, accurate and timely reports of project activities.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Delegated work to staff, setting priorities and goals.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Analyzed business performance data and forecasted business results for upper management.
User Success & Client Support Manager
Square
San Francisco, USA
03.2017 - 06.2017
- Led a team of 14 success advocates to achieve quality assurance objectives.
- Ensured QA goals met through consistent and accurate reviews by team.
- Conducted bi-weekly one-on-one meetings to support advocates and discuss metrics.
- Developed quality assurance scoring tools and reporting for performance tracking.
- Scaled QA team by identifying opportunities for improved effectiveness.
- Collaborated with internal teams to create comprehensive training programs.
- Analyzed trends in customer issues, documenting insights to propose solutions.
- Coached and mentored team members while adapting strategies to audience needs.
- Developed training materials for new team members to enhance service delivery.
- Coordinated client feedback sessions to improve product understanding and usage.
- Facilitated cross-departmental collaboration to resolve client issues effectively.
- Analyzed client support trends to identify areas for process improvement.
- Oversaw daily operations of the support team to maintain service standards.
- Performed quality assurance checks on all customer interactions prior to closure.
- Generated monthly performance metrics reports for client support team members.
- Analyzed customer data in order to identify areas where additional resources were needed.
Education
Organizational Leadership
Arizona State University
Tempe, AZSkills
- Zendesk and Service Cloud
- Jira and Asana
- AWS and Google Cloud
- Google Analytics and Looker
- Salesforce and CRM tools
- ADP and QuickBooks
- Confluence and Slack
- Zapier and automation tools
- Sketch and design software
- Tableau and data visualization
- Segment and customer data management
- Scheduling and time management
- Payroll processing and forecasting
- Merchandising strategies and KPI analysis
Timeline
Technical Support Specialist
Oura Ring
05.2021 - Current
User Success & Client Support Manager
Upturn
09.2018 - 04.2020
User Success & Client Support Manager
Square
03.2017 - 06.2017
Regional Manager
Toss Designs
01.2017 - 11.2017
Organizational Leadership
Arizona State University