Megan Stegelman
Atlanta,GA
Summary
Customer Manager offering 3-year track record of cultivating customer loyalty and retention in startups. Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. Superb analytical skills leveraged to proactively improve customer service processes and garner long-term customer adoption and feedback.
Overview
4
4
years of professional experience
Work History
Customer Success Manager
Stord
06.2022 - Current
- Lead post-launch experience and serve as project coordinator for 10 Enterprise accounts.
- Partner cross functionally with our warehouse operations, network planning, sales, finance, implementations and product teams to drive customer obsession, continuous improvement and satisfaction
- Managed successful negotiation of long-term contract renewals with Executive Stakeholders and account affiliates., including upsell of product features and network footprint.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for Customer Success team.
- Delivered expert support and counsel to account's technical and CX teams on product and feature utilization in order to focus on multi-channel inventory management, retail partner expansion, and shipping optimization.
- Own documentation of all findings, requests, and escalations in ClickUp and Salesforce, and coordinate assigned necessary internal partners, while ensuring execution
- Performed virtual and strategic on-site Monthly and Quarterly Business Reviews to ensure customer retention and satisfaction with performance.
Senior Client Support Analyst
Ware2Go: A UPS Company
02.2022 - 06.2022
- • Onboarded and managed day-to-day oversight of team of 8 Client Support Specialists.
- • Serves as Project Lead for Client Support team for cross-functional projects, specifically related to internal process improvement, product updates, and warehouse strategy
- • Led phase 1-3 testing of Warehouse Direct programming, outlining support to warehouse communications and roadblocks in order to improve time to resolution for requests.
- • Serve as subject matter expert on Amazon Seller Central and Seller Fulfilled Prime/Fulfilled by Merchant Amazon programs.
- • Create Standards of Procedure for Client Support Team in working with enterprise merchants.
- • Creates Salesforce reports daily to follow escalation needs and warehouse requests; builds weekly reports for Top 15 merchants to analyze merchant volume, case trends, and on-time fulfillment; strategize case volume and trends for merchant's Quarterly Business Reviews.
- • Actively updates and improves knowledgebase (i.e. Confluence), internal and external learning materials.
- • Work closely with analytics team and operations to facilitate hub and spoke network replenishments.
- • Strong understanding of our API capabilities and integration options. Understands types of rules that are set up for merchants and can triage most issues.
- • Served as implementation consultant for 5 Mid-Market merchants, ensuring their account setup and technological understanding of system, initial inventory inbounds to facilities, and outbound order initiation.
Client Support Specialist
Ware2Go: A UPS Company
04.2021 - 02.2022
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Responded to 20+ cases a day with a 2-hour response time; resolved 15 cases a day from clients and warehouses.
- Oversaw large-scale inventory, inbound, and fulfillment projects for Top 15 merchants, ensuring success with detailed guidelines for merchant, internal teams, and warehouse steps.
- Help Ware2Go team create documentation and SOPs (Standard Operating Procedures) for customer support issues, onboarding, and Client Success within Confluence, Salesforce, etc.
- Serve multi-faceted role as customer and warehouse advocate, continually evaluating process roadmaps to ensure sustainable solutions with both parties.
- Drove continuous improvement of our product through usage, Sandbox testing, customer specifications, and market competitors analysis.
- Perform merchant training via daily calls, merchant knowledge, and specified usage feedback.
- Oversaw Amazon (Seller Fulfilled Prime, Fulfillment by Amazon, etc.) fulfillment and inquiries during peak, ensuring minimized Aged Orders, escalating unsuspected volumes, and mitigating fulfillment delays to ensure merchant's good standing with Amazon, increased shipments by 250% in the last year.
- Performed daily report analysis within DOMO regarding order volume, service issues, Support case trends, and UPS pickup.
Sales Development Representative
FieldEdge
09.2020 - 04.2021
Development Associate
Rally Foundation For Childhood Cancer Research
11.2019 - 07.2020
- Cultivated relationships with community, business and local civic leaders in order to draw attention to Rally Foundation and bring in new donors and volunteers.
- Utilized membership techniques and improved retention with top donor portfolios via relationship management and outreach.
- Monitored and directed incoming correspondence and deliveries to help senior leaders respond quickly to donors, volunteers, researchers, and other parties.
Intern
Rally Foundation For Childhood Cancer Research
08.2019 - 11.2019
Education
Bachelor of Arts - Anthropology
The University of Southern Mississippi
Hattiesburg, MSSkills
- Project Management
- Inter-department collaboration
- Process Gap Identification and Development
- Conflict Management
- Strategic Account Management
Volunteer Experience
- Chapter Recruitment and Retention Advisor, Florida State University Chapter of Pi Beta Phi Fraternity for Women
- Tutor, Gigi's Playhouse
- Professional Training Project Manager, Children's Grief Counseling and Therapy
- Volunteer, Rally Foundation for Childhood Cancer Research
Timeline
Customer Success Manager
Stord
06.2022 - Current
Senior Client Support Analyst
Ware2Go: A UPS Company
02.2022 - 06.2022
Client Support Specialist
Ware2Go: A UPS Company
04.2021 - 02.2022
Sales Development Representative
FieldEdge
09.2020 - 04.2021
Development Associate
Rally Foundation For Childhood Cancer Research
11.2019 - 07.2020
Intern
Rally Foundation For Childhood Cancer Research
08.2019 - 11.2019
Bachelor of Arts - Anthropology
The University of Southern Mississippi