Megan Ouellette
Windham,NH
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand. Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback—excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed.
Overview
13
13
years of professional experience
Work History
Instructional Guide
TruGreen
01.2024 - Current
- Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success.
- Conducted orientation sessions and organized on-the-job training for new hires.
- Monitored and evaluated training performance to determine quality and cohesiveness.
- Collaborated with other departments to align training programs with organizational goals and objectives.
- Organized and edited training guides, presentations, and other educational materials.
- Communicated all learning and performance objectives, schedules, and training assessments to upper management.
- Enhanced employee performance by designing and implementing comprehensive training programs.
- Improved employee retention rates by creating engaging and interactive learning materials.
- Created engaging eLearning courses utilizing multimedia tools, enhancing accessibility to training resources for remote employees.
Team Lead
TruGreen
05.2022 - Current
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members on techniques necessary to complete job tasks.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Created detailed projects outlining goals, timelines, resources, and budgets to ensure alignment with company objectives.
Night Manager
Dunkin' Brands
07.2017 - 01.2020
- Resolved guest complaints effectively, working towards satisfactory outcomes that enhanced overall satisfaction.
- Trained and mentored new and existing staff to achieve best practices.
- Accomplished multiple tasks within established timeframes.
- Prepared nightly deposits by accurately counting cash, filling out deposit slips, and securing deposits.
- Enhanced team performance by providing regular training and promoting a positive work environment.
- Managed and motivated employees to be productive and engaged in work.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Customer Care Coordinator
TruGreen
04.2018 - 05.2022
- Took ownership of customers' issues to follow problems through to resolution.
- Communicated with customers to identify needs and expectations.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Reduced customer complaints by proactively identifying potential issues and implementing solutions.
- Responded to customer calls and emails to answer questions about products and services.
- Logged call information and solutions provided into internal database.
- Maintained a high level of client retention with proactive follow-ups and excellent customer care.
Customer Service Representative
TruGreen
08.2016 - 03.2018
- Handled customer inquiries and suggestions courteously and professionally.
- Adopted a customer-centric approach by actively listening to customers and handling their concerns quickly and efficiently.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Updated account information to maintain customer records.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Team Lead
J Jill Group
05.2011 - 07.2016
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Worked different stations to provide optimal coverage and meet production goals.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
Education
High School Diploma -
Laconia Christian Academy
Laconia, NH2011
Skills
- Microsoft PowerPoint, Excel, and Word
- Advanced Microsoft Excel
- Excellent communication abilities
- Strong Mathematical skills
- Excellent team player
- Excellent written and verbal communication
- Strong organizational and time management skills
- Superior attention to detail
- Complex Problem-Solving
- Staff Training and Development
Timeline
Instructional Guide
TruGreen
01.2024 - Current
Team Lead
TruGreen
05.2022 - Current
Customer Care Coordinator
TruGreen
04.2018 - 05.2022
Night Manager
Dunkin' Brands
07.2017 - 01.2020
Customer Service Representative
TruGreen
08.2016 - 03.2018
Team Lead
J Jill Group
05.2011 - 07.2016
High School Diploma -
Laconia Christian Academy