Megan Garcia
Ontario,CA
Summary
Dynamic customer service professional with a proven track record at T-Mobile, excelling in complaint handling and issue resolution. Recognized for exceptional performance, achieving top rankings in metrics while fostering teamwork. Skilled in billing and effective communication, I consistently deliver outstanding support and maintain high customer satisfaction.
With over 15 years of customer service experience, I'm seeking to obtain a position with a company that strives to be customer-centric and fair to all employees. Working for a company that wants to make sure all customers, in person or over the phone, leave confidently and more than satisfied with the experience provided by all of us working together is important to me.
Overview
13
13
years of professional experience
Work History
Elite Expert
T-Mobile
Mission, Texas
08.2018 - 05.2025
- Started off as an Account Associate, was promoted to Account Specialist, and exceeded goals to become an Elite expert.
- Ranked 35th out of over 300 representatives for reaching metrics such as first call resolution, call handle time of 10 minutes per call, first call resolution, and met monthly quotas for sales. I handled anywhere from 40 to 50 calls a day.
- Exceeded customer satisfaction by de-escalating irate customers, with empathy, and building rapport to show I, too, have been in their situation.
- Provided support and guidance to other experts and management to maintain a collaborative work environment. I was in charge of floor support, taking supervisor calls, and helping others as I took calls.
- Managed time effectively to ensure tasks were completed on schedule, and deadlines were met on a daily basis.
Grievance and Appeals Coordinator
United Healthcare (Medicare Part C)
Harlingen, TX
12.2015 - 11.2017
- Handled complaints by addressing all concerns with a solution through correspondence.
- Handled a high volume of complaints with a limited amount of time.
- Resolved all members' grievances, and provided a response advising of the outcome. I would team up with the doctor and claims departments, and assist with denied claims, such as issues with wrong coding or filing claims incorrectly, to fix the issue, pay out claims, and address any mistreatment our members experienced.
- De-escalated irate customers and worked overtime to complete high-demand cases that colleagues needed help with.
- I'm a firm believer in "Teamwork makes the dream work."
Customer Care Professional
United Healthcare (Medicare Part C)
Harlingen, TX
08.2012 - 12.2015
- Professionally answered over 50 incoming calls per day in a fast-paced environment.
- Provide benefits on medical and prescription drug coverage.
- Achieved monthly employee recognition as a Top Performer by exceeding metric goals.
- Retained customers from canceling coverage.
- Adhered to all applicable laws, regulations, and standards when providing information, and abided HIPAA guidelines.
Education
Some College (No Degree) - Human Resources Management
Ashland University
Ashland, OHSkills
- Complaint handling and issue resolution
- Exceptional customer support
- Effective communication skills
- Billing expert
- Performance-focused
- Punctual
- Reliable
- Approachable demeanor
Timeline
Elite Expert
T-Mobile
08.2018 - 05.2025
Grievance and Appeals Coordinator
United Healthcare (Medicare Part C)
12.2015 - 11.2017
Customer Care Professional
United Healthcare (Medicare Part C)
08.2012 - 12.2015
Some College (No Degree) - Human Resources Management
Ashland University