Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Megan O'Shea

Grapevine,Texas

Summary

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Customer Relationship Advocate

Fidelity
04.2023 - Current
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Updated account information to maintain customer records.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Responded proactively and positively to rapid change.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Special Events Manager

Neko Squared
03.2015 - Current
  • Solicited feedback from clients to assess event success and uncover opportunities for improvement.
  • Trained and supervised event staff to complete tasks on time.
  • Developed and distributed event surveys to gather feedback and assess event success.
  • Monitored and controlled event expenditures to meet budgets.
  • Created detailed timelines and budgets for events to meet all deadlines.
  • Implemented protocols and procedures to effectively manage planning process.
  • Oversaw event registration process by collecting and tracking attendee information.
  • Supported senior leadership by developing status reports on activities related to planning, scheduling, cancellation, inquiries, resourcing, risk mitigation, and proposal development for various events.
  • Utilized social media to promote events and increase attendance.
  • Developed creative themes for events and created related activities to engage attendees.
  • Implemented contingency plans to address last-minute changes or unforeseen events.
  • Evaluated existing plans, processes and events planning services to identify opportunities for improvement.

Entertainment Lead

Great Wolf Lodge
02.2022 - 04.2022
  • Provided exceptional customer service to all guests and escalated concerns where needed.
  • Welcomed guests to events, checked invitations, and oversaw proper seating.
  • Set up event facilities and equipment, cleaned areas, and organized supplies.
  • Implemented event protocols to maintain safety and security of all attendees.
  • Oversaw event operations to keep running smoothly.
  • Coordinated with coworkers to help customers, achieving efficient operations and high customer satisfaction.
  • Reported any damage or maintenance issues to manager.
  • Trained new employees in proper theater procedures and policies to achieve employee efficiency.
  • Communicated with guests clearly and with good humor to encourage laughter and excitement.
  • Remained in costume for extended periods for maximum performance effect.
  • Demonstrated respect, friendliness and willingness to help wherever needed.

Hostess

Hawkers
04.2021 - 02.2022
  • Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
  • Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
  • Answered customer questions about hours, seating, and menu information.
  • Supported servers, food runners, and bussers with keeping dining area ready for every guest.
  • Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
  • Monitored seating area and checked restrooms regularly to keep spotless.
  • Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
  • Accommodated special seating requests for guests to enhance satisfaction.
  • Developed and maintained up-to-date knowledge of menu items and daily specials to accurately respond to customer queries.
  • Used cash registers and credit card machines to cash out customers.
  • Cross-trained to handle different restaurant roles, including bar, kitchen and to-go stations.

Barista

Starbucks
08.2020 - 04.2021
  • Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
  • Controlled line and crowd with quick, efficient service.
  • Cleaned counters, machines, utensils, and seating areas daily.
  • Maintained regular and consistent attendance and punctuality.
  • Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
  • Memorized recipes for specialty coffee beverages and seasonal offerings.
  • Made and served brand-specific café beverages with focus on speed, quality and consistency.
  • Trained new employees, sharing knowledge and expertise of coffees, teas, and merchandise.
  • Recommended products based on solid understanding of individual customer needs and preferences.
  • Monitored supply levels at counter and maintained customer areas to meet typical demands.
  • Restocked display cases with attractive arrangements to promote specialty food items like bagels and muffins.
  • Repaired minor issues and maintained espresso equipment and coffee machines for smooth functioning.
  • Elevated customer loyalty by using strong communication abilities to resolve customer problems.

Retail and Entertainment

Great Wolf Lodge
08.2018 - 08.2020
  • Handled day-to-day accounting processes to drive financial accuracy.
  • Documented cash, credit, fixed assets, accrued expenses, and line of credit transactions.
  • Gathered financial information, prepared documents, and closed books.
  • Greeted customers and helped with product questions, selections, and purchases.
  • Stocked merchandise, clearly labeling items, and arranging according to size or color.
  • Maintained clean sales floor and straightened and faced merchandise.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
  • Organized store merchandise racks and displays to promote and maintain visually appealing environments.
  • Used POS system to process sales, returns, online orders, and gift card activations.
  • Answered questions about store policies and addressed customer concerns.
  • Offered each customer top-notch, personal service to boost sales and customer satisfaction.
  • Trained and supervised new employees to use selling strategies and apply best practices.
  • Utilized upselling techniques to promote additional products and increase sales.
  • Developed professional relationships with customers to increase loyalty, retention and rapport.
  • Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
  • Conducted product demonstrations to highlight features and redirect objections to positive aspects.
  • Prioritized helping customers over completing other routine tasks in store.
  • Worked well in a team setting, providing support and guidance.
  • Proved successful working within tight deadlines and a fast-paced environment.

Education

High School Diploma -

Grapevine High School
Grapevine, TX
06.2015

Skills

  • Attention to Detail
  • Multitasking
  • Critical Thinking
  • Problem Solving
  • Interpersonal Skills
  • Telephone Etiquette
  • Complaint Resolution
  • Brand promotion
  • Guest Relations

Certification

  • Securities Industry Essentials

Timeline

Customer Relationship Advocate

Fidelity
04.2023 - Current

Entertainment Lead

Great Wolf Lodge
02.2022 - 04.2022

Hostess

Hawkers
04.2021 - 02.2022

Barista

Starbucks
08.2020 - 04.2021

Retail and Entertainment

Great Wolf Lodge
08.2018 - 08.2020

Special Events Manager

Neko Squared
03.2015 - Current

High School Diploma -

Grapevine High School

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