Summary
Overview
Work History
Education
Skills
Timeline
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Megan Thomas

Spring Hill,FL

Summary

Dynamic manager with a proven track record at CGI Technologies, excelling in team leadership and decision-making. Enhanced operational efficiency through strategic process improvements and staff training. Skilled in data analysis and customer service, fostering a collaborative environment that drives productivity and engagement. Committed to continuous improvement and achieving high-quality results.

Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.

Overview

9
9
years of professional experience

Work History

Manager

CGI Technologies
Troy, AL
08.2018 - 11.2021
  • Assisted in developing operational procedures to enhance team efficiency.
  • Managed approximately 15-20 employees featured streamlined as a collection team with multi-million-dollar accounts
  • Managed approximately 2000-2400 business accounts
  • Supported daily management tasks to ensure smooth workflow and productivity.
  • Coordinated communication between departments to facilitate project completion.
  • Learned and utilized company tools for tracking project progress and resources.
  • Managed and motivated employees to be productive and engaged in work.
  • Conducted research on best practices to inform process improvements within the team.
  • Accomplished multiple tasks within established timeframes.
  • Fostered partnerships with industry leaders, enhancing company's reputation and creating new business opportunities.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
  • Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
  • Cross-trained existing employees to maximize team agility and performance.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.

Data Analyst

CGI Technologies
05.2017 - 08.2018
  • Analyzed complex datasets to identify trends and insights for strategic decision-making.
  • Created a streamline process for my coworkers to better enhance teamwork as a Data Analyst
  • Managed Excel Data for over 200 accounts
  • Developed interactive dashboards using Tableau to visualize key performance indicators.
  • Conducted data cleaning and validation processes to ensure accuracy and consistency in reporting.
  • Collaborated with cross-functional teams to gather requirements for data analysis projects.
  • Produced monthly reports using advanced Excel spreadsheet functions.
  • Utilized data visualization tools to effectively communicate business insights.
  • Improved decision-making processes with accurate data analysis and visualization techniques.
  • Used statistical methods to analyze data and generate useful business reports.
  • Provided actionable insights through comprehensive reports and dashboards, supporting strategic initiatives.
  • Streamlined data access for remote teams by implementing cloud-based data management solutions.
  • Conducted comprehensive data analysis to support strategic planning, leading to more informed decision-making.
  • Utilized data visualization techniques to present and explain complex data sets.
  • Updated and developed scripts and queries to extract and analyze data from multiple sources.
  • Identified patterns and trends in large data sets and provided actionable insights.
  • Provided technical support for troubleshooting analytics and reporting issues.

System Matter Expert

CGI Technologies
02.2016 - 05.2017
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Worked well in a team setting, providing support and guidance.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Passionate about learning and committed to continual improvement.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Organized and detail-oriented with a strong work ethic.
  • Paid attention to detail while completing assignments.

Call Center Representative

CGI Technologies
11.2012 - 02.2016
  • Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
  • Managed high-volume call traffic while maintaining service quality standards.
  • Documented interactions accurately in CRM system, ensuring data integrity and accessibility.
  • Trained new staff on communication protocols and system navigation to improve onboarding efficiency.
  • Managed high-volume inbound calls, ensuring customer satisfaction and adherence to service level agreements.
  • Resolved customer inquiries efficiently, utilizing CRM software to track interactions and outcomes.
  • Collaborated with cross-functional teams to address complex customer issues, fostering a solution-oriented environment.
  • Analyzed call data to identify trends and recommend strategies for improved service delivery.
  • Developed training materials and resources for ongoing staff development, promoting knowledge retention and skill enhancement.
  • Trained new team members on call handling protocols and system navigation, enhancing team performance.
  • Implemented process improvements that reduced average handling time while maintaining quality standards.

Education

High School Diploma -

Goshen High School
Goshen, AL
09-2008

Skills

  • Customer service
  • Team leadership
  • Time management
  • Decision-making
  • Complex Problem-solving
  • Staff training and development

Timeline

Manager

CGI Technologies
08.2018 - 11.2021

Data Analyst

CGI Technologies
05.2017 - 08.2018

System Matter Expert

CGI Technologies
02.2016 - 05.2017

Call Center Representative

CGI Technologies
11.2012 - 02.2016

High School Diploma -

Goshen High School

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