Summary
Overview
Work History
Education
Skills
Timeline
Generic

MEGAN M. YOUNG

Canadensis,PA

Summary

Skilled in developing and motivating individuals and high performing teams. Background includes experience in operations management, customer service delivery, personnel administration and labor relations. Effective in the implementation and execution of attendance policies. Lead explanation and review of corporate policies such as codes of conduct and employee handbook. Proficient at delivering, interpreting and applying policy as the company requests. Partnered with management peers in the hiring and employee churn process. Dedicated to service excellence related to internal and external customer base. Strong interpersonal skills. Adept in problem solving, initiating and implementing plans of action. Adept at strategic planning, goal setting and execution. High energy level, excellent follow-up skills, strong attention to detail. Self-motivated to be a major contributor.

Overview

34
34
years of professional experience

Work History

Quality Documentation Specialist

Raytheon Technical Services Company
Mountainhome, PA
05.2022 - Current
  • Communicated with production team members about quality issues.
  • Organized test data for report generation and analysis.
  • Adhered to safety and clean area procedures to comply with agency and regulatory mandates.
  • Completed supporting documentation for testing procedures and material certification data.
  • Completed Certificate of Conformance as needed

Master Scheduler

Raytheon Technologies
Mountainhome, PA
06.2021 - 05.2022
  • Responsible for scheduling jobs to shop floor to meet customer deadlines
  • Updated and researched production, purchasing and quality for weekly meetings
  • Coordinated with material handlers to ensure inventory was available to start jobs
  • Coordinated with purchasing to ensure vendor supplied parts were on schedule.
  • Created and monitored production schedules from start to finish.
  • Performed analysis of materials to maximize product planning, capacity, product completion and delivery efficiency meeting customer and site requirements.

Customer Service Associate

Raytheon Technical Services Company
Mountainhome, PA
08.2019 - 06.2021
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered basic technical support for clients on wide range of company products.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.

Office Manager

Newman, Corveleyn, Wolfe & Fareri P.C
Stroudsburg, PA
07.2011 - 05.2019
  • Responsible for leading support staff of 18 staff members, all of which are direct reports
  • Responsible for weekly payroll input, checks and deposits as well as financial tracking of corporation and partnership as well as title company
  • Assignment also included In Charge responsibilities, administrative duties, office delegations, special projects, and revenue generations and cost control
  • Complete calculation and input of weekly payroll
  • Enter accounts payable for weekly payment
  • Process all checks and deposits for firm
  • Human Resource manager to all support staff members
  • Created detailed job process manual for office manager position
  • Process all 401K contributions, loans, withdrawals and employer contributions in coordination with Pension Advisory group and 401K company
  • Reconciled Juris software completely for first time since inception
  • Worked with Juris support and accountant to ensure we were in agreement
  • Provide each shareholder with end of month reports, fee sheets, pre-paid balances and trust history
  • Point of contact for all support staff for attendance issues, vacation, compensation and bonuses
  • Coordinated with outside consultant to arrange retreat to improve business processes
  • Enter, import and post all time entries for month
  • Responsible for printing pre-bills, distributing to attorneys and editing pre-bills into bills posting and mailing final bills
  • Process yearly raises and bonuses as directed by shareholders
  • Prep agenda and make arrangements for shareholders meetings
  • Renew all attorney registrations and licenses
  • Point of contact for all health, professional liability, workers compensation, umbrella and life insurance policies and renewals
  • Responsible for ordering all office supplies

Customer Service Representative

ESSA Bank & Trust
Canadensis, PA
02.2010 - 07.2011
  • Responsible for performing a variety of duties as they pertain to consumer service for Branch offices as well as coordinating with other departments; providing branch manager with any pertinent information to immediate supervisor; responding to inquiries/requests for information; providing guidance and on-the-job training to Customer Service Representative(s) assisting immediate supervisor with administrative tasks to support branch operations
  • Complete documentation and perform point-of-sale processing on all types of new accounts, e.g
  • Loans, deposits, etc
  • Provide assistance and maintain ongoing business relationships with present customers in order to maintain loyal customer base
  • Provide customer service information on timely basis in order that it may be included as part of monthly and year-to-date performance reports
  • Maintain thorough knowledge of features and benefits of all Bank products/services in order to ascertain customer needs and offer appropriate services to meet those needs
  • Assist customers in obtaining specialized services from other departments such as investments and trust services
  • Maintain awareness of new business opportunities with customers; actively refer customers to appropriate customer service personnel as warranted when these opportunities are available
  • Provides assistance to business banking customers in establishing new deposit accounts and other business products.

Supervisor

National Wireless, Cingular Wireless
Scranton, PA
04.2004 - 07.2009
  • Helped open Scranton LSC to handle live calls from, customers
  • Participated in stadium training classes in order to ensure having the appropriate force to handle all calls
  • Member of a team that has consistently met all contractual requirements of our client.
  • Maintained excellent attendance record, consistently arriving to work on time
  • Used critical thinking to break down problems, evaluate solutions and make decisions

Customer Service Partner

LiveSource - Verizon
Scranton , PA
04.2004 - 07.2009
  • Responsible for leading teams of 70 Directory Assistance Operators
  • Up to 30 of which were direct reports
  • Train and develop associate' s skills in order to meet and exceed all standards of job requirements including CST and revenue objectives
  • Coach, motivate, observe and analyze performance
  • Provide continuous feedback and yearly appraisals
  • Review and discuss quality results by monitoring CQM reports, customer verbatims and daily errors
  • This assignment also included In Charge responsibilities, administrative duties, office delegations, special projects, and revenue generations and cost control
  • Accomplishments Include:
  • Tracking and Maintaining Non-wage dollars for 2 LiveSource centers
  • Actively participated in operator hiring, initial training and final evaluations
  • Trained over 30 associates during 9-month period
  • Followed all attendance protocol as it related to FMLA, disabilities and attendance policies and practices.

Consultant

Verizon
Stroudsburg, PA
05.1993 - 04.2004
  • Responsible for handling requests from existing or new customers or their agents (where applicable) for installation, disconnection, or changes of telephone systems and services
  • Meeting or exceeding corporate requirements for sales objectives through identification of customer needs and recommendation of telephone product and services to accommodate same
  • Discussing, investigating, and resolving disputes, complaints and inquiries regarding customers' service, billing, rates, adjustments, policies, etc
  • Establishing and assessing customer credit information
  • Interacting with other departments and telecommunications customers by telephone, in writing or via system to implement new communication systems or resolve disputes and problems
  • Meeting or exceeding deadlines that satisfy customer requirements and needs promptly, accurately and pleasantly, realizing that some customers may be irate
  • Accomplishments Include:
  • Frequently assumed Team Leaders responsibilities when they were unavailable
  • Regularly led training meetings to update consultants with new practices and procedures
  • Handled commitments to customers, adjustments, issued service orders and investigated accounts at customer requests for peers that were having difficulties
  • Compiled CCI results for CSSC team members to help create action plans for improvement and recognition for outstanding performance.

Education

Some College (No Degree) - Family and Consumer Sciences

Marywood University
Scranton, PA

Bachelor of Science - Fashion Design, Business concentration

University of Philadelphia
Philadelphia, PA
12.1990

Skills

  • Computer Skills
  • Windows, Microsoft Office, Word, Excel and PowerPoint, Lotus Notes, BOSS, Sop-doe, AMTS, Peoplesoft
  • Cleaning and Sanitation
  • Quality Management Systems
  • Perceptual Speed
  • Quality Control Data Compilation
  • Attentive and Observant
  • Continuous Improvement
  • Adaptability and Flexibility
  • Inspection and Testing Reports
  • Microsoft Excel
  • Spelling Abilities

Timeline

Quality Documentation Specialist

Raytheon Technical Services Company
05.2022 - Current

Master Scheduler

Raytheon Technologies
06.2021 - 05.2022

Customer Service Associate

Raytheon Technical Services Company
08.2019 - 06.2021

Office Manager

Newman, Corveleyn, Wolfe & Fareri P.C
07.2011 - 05.2019

Customer Service Representative

ESSA Bank & Trust
02.2010 - 07.2011

Supervisor

National Wireless, Cingular Wireless
04.2004 - 07.2009

Customer Service Partner

LiveSource - Verizon
04.2004 - 07.2009

Consultant

Verizon
05.1993 - 04.2004

Some College (No Degree) - Family and Consumer Sciences

Marywood University

Bachelor of Science - Fashion Design, Business concentration

University of Philadelphia
MEGAN M. YOUNG