Megan Olivera
Orlando,FL
Summary
Retail sales professional focused on exceeding expectations and building customer loyalty. Flexible schedule, reliable team player and strong communicator. Fast learner.
15 + Years customer service experience
Overview
19
19
years of professional experience
Work History
Call Center Engagement Associate
Cardworks Services
Orlando, FL
01.2024 - Current
- Established strong relationship & communication across departments and teams.
- Answer telephone call inquiries and resolving questions or complaints to ensure customer retention and satisfaction.
- Assist cardholders with any account issues such ass making payments and any fees that are associated with account.
- Interacting with customers in a professional manner Facilitating problem resolution in accordance with policy and procedure.
- Determining when to escalate calls that require further assistance or transfer to correct department.
- Assist cardholders with reporting cards lost/stolen, address changes, card reissues as well as web assistance.
- Submit investigations if needed pertaining to certain account issues that may be needed for further review.
- Increased customer satisfaction by resolving complex issues and providing exceptional customer service engagement
- Advise cardholders of account status and if a payment is due.
Member Service Representative
TTEC/ USAA BANK
Orlando, FL
07.2021 - 12.2023
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Assisted members with correcting account, service and system issues by educating on required forms and technical processes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Communicated professionally with colleagues, freelancers and clients.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided ongoing guest service.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Managed timely and effective replacement of damaged or missing products.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Investigated and resolved customer inquiries and complaints quickly.
- Recommended products to customers, thoroughly explaining details.
- Increased efficiency and team productivity by promoting operational best practices.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Perform banking needs such as transferring funds, close & open new bank accounts, add & remove cardholders from accounts.
- Review documentation in system that was uploaded to cardholders accounts pertaining requests on account. For example: POA, beneficiary, trustee verification, ID verification.
- Answer incoming auto dialer calls for fraud SMS text responses as well ass auto dialer calls.
- Submit ACH & debit card disputes fraud & non fraud. Open investigations by using Dispute Command Center and notating every detail customer had for dispute as far as dates, amounts & any other additional information about merchant or cancellation if applicable.
- Review uploaded dispute case documentation with customers regarding dispute and outcome.
- Review accounts and verification for any red flags or suspicious activity.
Phlebotomist
CSL Plasma
Orlando, FL
06.2016 - 07.2021
- In compliance with SOPs, performs all aspects of the pheresis procedure and plasma collection, including donor setup, donor monitoring and donor disconnect
- In compliance with SOPs and Food & Drug Administration (FDA) guidelines, performs venipuncture on donors to begin pheresis process
- Ensures donation process is efficient and makes adjustments when necessary to make the process a positive experience for the donor
- Maintains alertness to any reaction by donors and assists with reactions or notifies appropriate staff
- Uses Personal Digital Assistant (PDA) to record incidents that occur during the pheresis process, such as machine alerts and alarms, volume variances and donor adverse events
- Perform calibrations and verify that maintenance has been performed
- Collects arm samples or whole blood samples from donors for testing
- Maintains clean efficient work environment, and ensures sufficient operating supplies and forms are available as needed. Follows all Health Safety & Environmental (HSE) and Occupational Safety and Health Administration (OSHA) policies and procedures. Promotes safety in all actions.
- Maintains confidentiality of all personnel, donor and center information.
Quality Specialist
CSL Plasma
Orlando, FL
06.2016 - 07.2021
- Performed standard inspection of first article, first pallet and random sampling inspection to customer standards.
- Inspected, verified and documented quantifiable characteristics of finished goods by comparing against customer specifications and company quality standards.
- Monitored product standards and quality-control programs.
- Fixed identified issues to increase productivity and boost workflows.
- Completed deviation forms and recorded findings of inspection process, collaborating with quality team members and department managers to implement procedural remedies.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Promoted adherence to quality standards by educating personnel on quality control.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Routinely tested products to align temperature, specifications and ingredient levels with best practices and quality standards.
- Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs.
- Kept inspection journals and daily summary logs as required.
- Created and collaborated in implementation and maintenance of customer complaint log, control plans, work and inspection instructions, local procedures and visual aids and samples.
Reception Tech
CSL Plasma
Orlando, FL
07.2015 - 06.2016
- Conducting a series of registration procedures to verify donor suitability for the plasma pheresis process
- Greet donors as they enter the donation center
- In compliance with Standard Operating Procedures (SOPs), assists qualified donors in completing the screening process
- Answer the telephone and answer callers question or transfer call to appropriate staff member
- Explain the screening process, the health screening tests performed, the appointment system, donation fees, center policies, proper nutrition and any other information pertinent to the donor. Ensures that all donor questions are answered timely, accurately and professionally
Lead Key Holder/Sales Associate
Dollar General
Orlando, FL
03.2013 - 07.2015
- Trained new sales associates
- Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.
- Cleaned and organized the store, including the checkout desk and displays.
- Stock shelves and recover
- Operate cash register
- Check in vendors
- Prepare daily store deposit after store closing
Retail Sales Associate
Ross Dress For Less
Orlando, FL
10.2010 - 03.2013
- Prepare merchandise for sales floor: placing security alarms and hangers on clothing
- Recover sales floor
- Operate cash register
- Followed merchandising guidelines to present visually appealing displays.
- Determined customer needs by asking relevant questions and help find merchandise
Customer Service Representative
Dominos Pizza
Fort Pierce, FL
02.2006 - 10.2010
- Operated cash register
- Make pizzas and other food items for orders
- Answered customer telephone calls promptly and in an appropriate manner.
- Stocked and replenished merchandise
Education
High School Diploma -
Fort Pierce Central High School
Fort Pierce, FL2009
Skills
- Highly dependable
- Team Leader
- Fast Learner
- Customer-oriented
- POS systems knowledge
- Skilled problem solver
- Time management
- Retail sales
- Customer service
Accomplishments
- Promoted from sales associate to Lead Key Holder
- Promoted to Phlebotomist
Timeline
Call Center Engagement Associate
Cardworks Services
01.2024 - Current
Member Service Representative
TTEC/ USAA BANK
07.2021 - 12.2023
Phlebotomist
CSL Plasma
06.2016 - 07.2021
Quality Specialist
CSL Plasma
06.2016 - 07.2021
Reception Tech
CSL Plasma
07.2015 - 06.2016
Lead Key Holder/Sales Associate
Dollar General
03.2013 - 07.2015
Retail Sales Associate
Ross Dress For Less
10.2010 - 03.2013
Customer Service Representative
Dominos Pizza
02.2006 - 10.2010
High School Diploma -
Fort Pierce Central High School