Megan Zaragoza
San Antonio
Summary
Experienced and self-motivated professional with a strong focus on customer satisfaction and quality. Proven track record in process improvement, performance evaluation, and cross-functional collaboration to enhance the customer experience. Extensive product knowledge, adept at resolving escalated issues and providing effective solutions. Dedicated to delivering exceptional service and achieving results in a service-oriented environment.
Overview
10
10
years of professional experience
Work History
Service Agent II – Licensed
Goosehead Insurance
11.2024 - Current
- Providing a premium, personalized service aimed at removing barriers and thoroughly addressing all concerns associated with the servicing, billing, and upkeep of home and auto insurance policies
- I am committed to addressing client complaints, enhancing account retention, and reducing cancellations
- Furthermore, I proactively identify opportunities to cross-sell and upsell additional coverage to our current clients
- Offering a concierge-level, white-glove service
- Ensures comprehensive resolution of all issues related to:
- Servicing
- Billing
- Maintenance of home and auto insurance policies
- Dedicated to:
- Resolving client complaints
- Managing account retention / Preventing cancellations
- Actively generating:
- Cross-sell opportunities
- Upsell coverage to existing clients
Help Desk Support
GTS Technology Solutions (HHSC)
02.2024 - 05.2024
- Provide first level technical support for PC hardware, software, and network problems over the phone
- Monitors call trends to identify continuing problems
- Performs security access administration functions that include resetting active directory, portal, and mainframe passwords
- Effectively communicates with others (internally or externally) to provide, exchange, or verify information, answer inquiries, address issues, or resolve issues or complaints
- Serves as an integral member of an IT Support Team which supports various levels of customers in a dynamic environment
- Troubleshoots level 1 technical problems for callers regarding Agency hardware, software, network, or mobile devices issues
- Creates problem tickets in incident tracking software (Remedy) for all calls
- Achieves desired metrics in accordance with department policies
Associate Customer Operations Process Manager
Avail Car Sharing
03.2023 - 10.2023
- Advised employees to deliver quality customer service
- Developed and managed business processes and process improvements that may impact the customer experience and communicated changes with all stakeholders
- Ensured that customers receive nothing but top-notch service
- Consistently engaged with customers through various channels, including phone calls, emails, and chat, to address and resolve the issues they have encountered
- By actively listening to their concerns and inquiries, I have been able to provide timely and effective solutions, ensuring a positive customer experience
- Collaborated with the SalesForce team to implement process improvement systems, resulting in increase of customer satisfaction ratings and support team productivity
- Worked cross functionally to develop processes to recover 30% of uncollected fees
- Conducted gap analysis using a combination of Excel and Google Sheets to identify training needs to meet program objectives
- Designed and delivered team trainings on providing customer service, navigating customer interactions, all SOP changes, and weekly updates
- Performed Quality Assurance checks on customer service calls and chats through calibration sessions
- Creating and editing documents, letters, reports, and other written materials using Microsoft Office and Google Suites
- Maintaining digital files pertaining to new and changing procedures and trainings to ensure easy retrieval of documents
QA Support Processor, Customer Escalations Lead
Avail Car Sharing
02.2022 - 03.2023
- Handled customer escalations, assisted with real-time customer issues, and provided insights and feedback from cases and satisfaction surveys
- Assisted in SOP management and creating training content to streamline processes and reduce customer escalations by 35%
- Addressed and resolved routine issues independently
- Designed and implemented a Quality Assurance program increasing customer satisfaction by 23%
- Providing support on various projects, including research, documentation, and coordination
- Achieved 'better than expected' rating for annual performance review
Teleservices Operations Supervisor
Harte-Hanks
09.2019 - 02.2022
- Managed and trained agents by monitoring their progress, ensuring that they understood and met expectations, answered questions, and provided them with ongoing coaching and inspiration
- Ensured agents understood and complied with all call center objectives, performance standards, and policies
- Assisted in the formulation of targets for individuals and managed a team of 12 agents increasing efficiency by 32%
- Established weekly performance discussions for direct reports to identify customer service strengths and areas of opportunity
- Assist agents in navigating, troubleshooting, and resolving complex technical issues with a solution-focused mindset
- Prepared reports and analyzed data to assist management
Trainer
Harte-Hanks
10.2017 - 09.2019
- Coordinated employees, provided training sessions, developed procedures and training materials, and monitored issues and satisfaction in a fast-paced, high-pressure environment
- Developed new ways to make call center employees more efficient by empowering agents to solve customer issues, monitor calls and provide real time feedback, and execute soft skill training
- Taught agents how to walk customers through problem solving processes and how to properly document interactions, incidents and resolutions in Peoplesoft/Nexus, the ticketing system used
- Conducted training programs for call center employees, focusing on troubleshooting FedEx website, software, and printers
- Collaborated with subject matter experts to create engaging and relevant training materials
- Implemented hands-on exercises and simulations to reinforce learning objectives
Cashier
Gateway Travel Plaza
05.2017 - 09.2017
- Provided customer service
- Counted till at both the start and finish of shift
- Took inventory and stocked shelves
- Helped customers at check-out
Night Auditor
The Westin Hotel
06.2015 - 06.2016
- Balanced all hotel and restaurant transactions daily
- Posted room and tax charges to guest accounts, including handling guest transactions not posted during the day
- Ran reports for revenue, expenses, and allowances
- Made corrections to reports
Education
High School Diploma -
Llano High School
Llano, TX06-2020
Skills
- Collaborative Team Management
- Technical Support Expertise
- Customer Relations
- Excellent communication
- Skill Development Training
- Effective Problem Resolution
- Process improvements
- Performance Evaluation
- Call Center Management
- Consistent Professional Commitment
Timeline
Service Agent II – Licensed
Goosehead Insurance
11.2024 - Current
Help Desk Support
GTS Technology Solutions (HHSC)
02.2024 - 05.2024
Associate Customer Operations Process Manager
Avail Car Sharing
03.2023 - 10.2023
QA Support Processor, Customer Escalations Lead
Avail Car Sharing
02.2022 - 03.2023
Teleservices Operations Supervisor
Harte-Hanks
09.2019 - 02.2022
Trainer
Harte-Hanks
10.2017 - 09.2019
Cashier
Gateway Travel Plaza
05.2017 - 09.2017
Night Auditor
The Westin Hotel
06.2015 - 06.2016
High School Diploma -
Llano High School
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