Megan Wheeler

• Leads a multi-channel team of MSRs across Written Channels, AS, AAS, and Blended Services, providing targeted feedback through call and transcript reviews, one-on-one sessions, and real-time coaching.
• Partners with Channel Management and cross-functional teams to drive engagement, ensure consistency of Written Channels policies and procedures, communicate operational issues, and have supported hiring strategies for Chat and E-message roles.
• Guides teams through organizational change initiatives, clearly articulating the purpose and benefits of new policies, procedures and tools to ensure understanding, alignment and successful adoption.
• Mentors and develops high-performing MSRs by empowering them to reach their full potential and exceed performance goals.
• Demonstrates strength in time management by effectively organizing, prioritizing, and delegating tasks to ensure timely or early completion of deliverables.
• Oversees daily operations by leveraging reports, scorecard, and other resources such as Pulse to monitor and analyze individual and business unit results daily, identifying and acting on performance trends to ensure targeted goals are achieved.
• Additional duties held:

Mentor POC

Engagement Ambassador Champion

Cornerstone Team

POC for Written Channels

• Aided other MSRs with our manuals, policies and procedures on our Assist Line to support our members.
• Developed and coached MSRs to become stronger and more efficient in their current role by providing actionable feedback through call review and side by side sessions.

• Respond to member requests by investigating and offering resolutions to concerns with their accounts.
• Assisted members with their transactions while remaining in compliance with regulations.
• Reviewed member’s accounts to assess their needs and recommend products and services to benefit them.

• Practiced curriculum using learning objectives aligned with the most current research in child development and education.
• Created and carried out lesson plans to ensure positive learning outcomes.
• Tactfully reported to parents about children’s daily activities, behaviors, and learning goals to make sure their needs were being met.
• Trained and mentored new employees by demonstrating and supervising the safe and proper care of students and facilities.