Megan Padanyi
North Port,FL
Summary
Knowledgeable professional with background in overseeing support teams and enhancing customer satisfaction. Proven track record in streamlining support processes and resolving escalated issues effectively. Demonstrated ability to foster team collaboration and adapt to dynamic environments.
Overview
20
20
years of professional experience
Work History
Contact Center Support Supervisor (Promotion)
Trupanion
09.2024 - Current
- Lead a team of support agents to enhance customer satisfaction and streamline communication processes.
- Develop training programs to improve staff competencies and foster a high-performance culture.
- Implemented workflow improvements that increased efficiency in case handling and resolution times.
- Analyzed support metrics to identify trends and drive strategic initiatives for continuous improvement.
- Facilitated cross-departmental collaboration to resolve complex customer issues effectively.
- Mentored staff, providing guidance on best practices and professional development opportunities.
- Overseeing the integration of new support software, ensuring seamless adoption and user training.
Member Experience Specialist
Trupanion
12.2023 - 09.2024
- Fostered positive member relationships through effective communication and personalized support strategies.
- Resolved member inquiries by utilizing comprehensive knowledge of pet insurance policies and procedures.
- Collaborated with cross-functional teams to enhance member experience initiatives and streamline processes.
Career Break
11.2022 - 12.2023
- Relocated from Canada to the United States. Utilized this period for volunteer work, acclimatization, addressing administrative requirements, and ensuring a seamless transition for professional endeavors in the US.
Customer Service Manager
Pet Cancer Foundation
02.2021 - 11.2022
- Led customer service team in resolving complex inquiries and enhancing client satisfaction.
- Developed training programs to improve staff knowledge and performance in customer relations.
- Implemented strategic initiatives to streamline communication between departments, increasing operational efficiency.
- Established key performance indicators for the department, monitoring progress to ensure alignment with organizational goals.
Office Administrator
DNA My Dog
08.2020 - 10.2021
- Streamlined office procedures to enhance operational efficiency and support team productivity.
- Coordinated scheduling and logistics for meetings, ensuring seamless communication across departments.
- Implemented an electronic filing system, improving document retrieval time and reducing physical storage needs.
- Maintained inventory management system, tracking supplies and minimizing shortages to support daily operations.
- Developed training materials for new hires, facilitating onboarding processes and enhancing team knowledge retention.
- Managed vendor relationships, negotiating contracts to optimize service quality and cost efficiency.
Veterinary Assistant & Receptionist
Roncy Village Veterinary Clinic
08.2019 - 11.2020
- Assisted veterinarians in performing examinations and diagnostic procedures for various animal species.
- Managed inventory of medical supplies ensuring availability for clinical operations.
- Educated pet owners on proper care techniques and post-treatment instructions.
- Maintained cleanliness and organization of examination rooms and surgical areas.
Animal Care Committee Coordinator
York University
05.2019 - 08.2020
- Coordinated committee meetings, ensuring efficient scheduling and communication among members.
- Developed agendas and distributed meeting materials, enhancing preparation and engagement.
- Facilitated discussions to align committee objectives with university strategic goals.
- Managed minute-taking and follow-up actions, ensuring accountability among stakeholders.
Administrative Assistant & Private Ordering Clerk (Promotion)
Liquor Control Board of Ontario (LCBO)
11.2016 - 05.2019
- Managed daily office operations, ensuring seamless workflow and adherence to organizational policies.
- Coordinated schedules for management, optimizing time management and meeting efficiency.
- Developed and maintained filing systems, enhancing document retrieval processes.
- Assisted in preparing reports and presentations, contributing to informed decision-making within the team.
- Streamlined communication between departments, improving collaboration and information sharing.
Customer Service Representative
Liquor Control Board of Ontario (LCBO)
10.2015 - 11.2016
Receptionist & Veterinary Assistant
Willowdale 24 Hour Veterinary Emergency Hospital
03.2013 - 10.2016
Receptionist & Veterinary Assistant
Thornhill Veterinary Clinic
08.2012 - 08.2013
Receptionist & Veterinary Assistant
Bayview Animal Hospital
02.2008 - 09.2012
Shift Supervisor
Starbucks Coffee Co.
10.2005 - 11.2010
Education
Associate of Science - Wildlife Care & Shelter Operations
Georgian College
Barrie, ON04.2012
Skills
- Team management
- Task delegation
- Feedback delivery
- Teamwork and collaboration
- Customer service
- Problem-solving
- Technical support expertise
- Verbal and written communication
- Customer service expertise
- Training and mentoring
- Staff management
- Staff training
Timeline
Contact Center Support Supervisor (Promotion)
Trupanion
09.2024 - Current
Member Experience Specialist
Trupanion
12.2023 - 09.2024
Career Break
11.2022 - 12.2023
Customer Service Manager
Pet Cancer Foundation
02.2021 - 11.2022
Office Administrator
DNA My Dog
08.2020 - 10.2021
Veterinary Assistant & Receptionist
Roncy Village Veterinary Clinic
08.2019 - 11.2020
Animal Care Committee Coordinator
York University
05.2019 - 08.2020
Administrative Assistant & Private Ordering Clerk (Promotion)
Liquor Control Board of Ontario (LCBO)
11.2016 - 05.2019
Customer Service Representative
Liquor Control Board of Ontario (LCBO)
10.2015 - 11.2016
Receptionist & Veterinary Assistant
Willowdale 24 Hour Veterinary Emergency Hospital
03.2013 - 10.2016
Receptionist & Veterinary Assistant
Thornhill Veterinary Clinic
08.2012 - 08.2013
Receptionist & Veterinary Assistant
Bayview Animal Hospital
02.2008 - 09.2012
Shift Supervisor
Starbucks Coffee Co.
10.2005 - 11.2010
Associate of Science - Wildlife Care & Shelter Operations
Georgian College
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