Summary
Overview
Work History
Education
Skills
Timeline
Generic

Megan Theis

Fairview Park

Summary

Dynamic Customer Service Manager with a proven track record at SG Morris Co. LLC, enhancing customer satisfaction and retention through effective problem-solving and team leadership. Skilled in CRM software and committed to high service standards, I successfully reduced complaints and improved response times, fostering a collaborative environment that boosts team productivity.

Overview

20
20
years of professional experience

Work History

Customer Service Manager

SG Morris Co. LLC
06.2011 - Current
  • Provided support in resolving customer inquiries and complaints efficiently.
  • Assisted in training new team members on customer service protocols.
  • Utilized CRM software to track customer interactions and feedback.
  • Maintained knowledge of product offerings to assist customers effectively.
  • Worked alongside colleagues to elevate customer experience efforts.
  • Implemented improvements to streamline response times for customer queries.
  • Documented common issues and solutions to aid team problem-solving efforts.
  • Engaged with customers to gather insights for service improvement opportunities.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.

Customer Service Manager

BW Rogers
12.2005 - 06.2011
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Increased team productivity by providing ongoing training and support to customer service representatives.

Education

Associate of Science - Business Management

Bryant & Stratton
Cleveland
06.1996

Skills

  • Customer service
  • Problem-solving
  • Microsoft outlook, word, and Excel
  • Customer focused
  • Customer relations
  • Adherence to high customer service standards
  • Customer retention

Timeline

Customer Service Manager

SG Morris Co. LLC
06.2011 - Current

Customer Service Manager

BW Rogers
12.2005 - 06.2011

Associate of Science - Business Management

Bryant & Stratton