Megan McCracken, MSML

Work History

Manager, Revenue and Marketing Operations

Aumni/JP Morgan Chase

04.2022 - Current

Established effective communication among team members for enhanced collaboration and successful project completion.
Increased TAM by 20% for firm via organizational projects that gave insight into current data and potential prospects.
Managed approximately 10-20 projects per month for both Revenue and Marketing Operations
Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
Managed risk assessments and implemented mitigation strategies to minimize potential issues during project execution.
Increased revenue by streamlining operations and implementing effective sales strategies.
Collaborated with cross-functional teams to gather information for accurate and comprehensive procedural documentation
Streamlined marketing processes for improved efficiency and cost savings.

Owner/SEO Content Writer/Paid Search Specialist

Mountain Pulse Media

10.2022 - Current

Boosted website traffic by implementing SEO strategies and creating engaging content.
Increased keyword rankings through diligent research and optimizing on-page elements.
Utilized creative writing for increased website engagement and longevity
Improved campaign performance by conducting in-depth keyword research and optimizing ad copy for Google and Meta Ads.
Increased monthly leads for client by 100% from time of hire via SEO/website work and Google Search Ads.
Managed budgets effectively to maximize results within allocated spending limits.
Continuously monitored and adjusted campaigns to maintain optimal performance levels.
Implemented A/B testing methods to identify top-performing ads and landing pages.
Analyzed competitor strategy, adjusting campaigns accordingly for competitive edge.

Enrollment Counselor

Western Governors University

01.2021 - 04.2022

Enhanced student enrollment by conducting thorough and personalized counseling sessions.
Kept detailed record of student portfolios via Salesforce
Provided student outreach and coaching to assist nursing students in understanding various Masters programs available to them to help further their career
Created and maintained student relationships and partnerships to see enrollment through to fruition
Provided prospective or new students with information about educational and career planning, university resources and academic programs.
Consistently met or exceeded enrollment and retention goals.
Maintained strong student relationships and customer engagement through positive communication.
Maintained electronic student files using Salesforce, managed student portfolios of 100-200 students with various deadlines for enrollment
Enhanced student enrollment by conducting thorough and personalized counseling sessions.

Customer Success Representative

UHEAA/CornerStone

08.2019 - 02.2020

Built and grew client relationships with stakeholders of UHEAA and CornerStone portfolios for federal student loans.
Helped maintain content creation of FAQs and support resources for email communication with borrowers.
Consulted with borrowers and clients in strategic planning to help meet their needs
Used effective communication and listening skills to understand borrower needs and recommend relevant solutions
Provided primary customer support to federal student loan borrowers to provide education on responsible borrowing and discuss repayment options and solutions
Communicated via email and chat with student loan borrowers to address variety of needs
Educated customers about billing, payment processing, and policies and procedures to increase likelihood of long-term account health
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Served customer account and technical needs across 80+ daily calls, consistently meeting productivity and quality targets.
Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.

Restaurant Hostess and Trainer

Denali Princess Wilderness Lodge

05.2019 - 08.2019

Cultivated positive guest relations by managing information and orchestrating speedy seating.
Took reservations by phone and walk-in, keeping scheduling demands and kitchen output in time to avoid overbooking
Cultivated positive guest relations by managing information and orchestrating speedy seatings
Assisted managers with quickly resolving service- and food-related issues
Trained new employees to assist in transition and execution of work-related tasks

Group Quality Coach and Trainer

Conservice Utility Management & Billing

11.2018 - 05.2019

Facilitated trainings to provide policy and procedure updates, motivate employees and improve morale
Developed innovative approaches to onboarding training of individual contributors in financial documents analysis team
Provided one-on-one training and coaching sessions with team members to help improve performance and grow within organization
Used data analysis to determine team trends and patterns in order to anticipate staffing, project needs, and develop new training as needed
Conducted routine inspections of incoming materials to check quality and compliance with established product specifications
Wrote and implemented new training materials and processes to enhance onboarding experience for new hires
Worked directly with other teams and departments to explain and enhance company processes
Developed new process for employee evaluation which resulted in marked performance improvements

Financial Documents Analyst

Conservice Utility Management & Billing

05.2018 - 11.2018

Developed forecasting tools to analyze revenue variance, business pipeline and industry trends.
Implemented processes to improve client experience and adhere to customer contracts
Worked with databases to analyze data, anticipate trends and avoid late fees for organization clients
Managed wide portfolio of financial documents in Google Sheets to analyze for errors, discrepancies, and missing bills
Worked directly with providers and management firms to ensure receipt and payment of utility bills
Researched and updated all required bills and materials needed for clients and companies in order to ensure prompt payment of utility bills
Analyzed departmental documents for appropriate distribution, filing, and updating as necessary
Collected data and developed detailed spreadsheets to identify trends and create revenue, profitability and expense forecasts.

Financial Support Teller

Zions First National Bank

10.2017 - 06.2018

Assisted in various Zions Bank Cache Valley locations as needed
Analyzed bank accounts for errors and red flags
Ensured valid signatures for cashing checks
Assisted clients in carrying out account deposits, withdrawals, and transfers
Provided clients with requested account information
Assisted in resolving account discrepancies and client questions
Managed balancing duties akin to currency, coins, and checks
Maintained daily balanced drawer
Assisted in branch opening and closing responsibilities, as needed

Customer Solutions Representative

Conservice Utility Management & Billing

07.2016 - 04.2017

Provided trainings and quality control to new hires, facilitating hands-on learning as well as presentations and activities to stimulate understanding of company processes
Ensured quality customer experience and maintenance of customer bills and accounts
Met daily and monthly standards of excellence requirements on departmental and company levels
Sent outbound documents via email
Responded to customer requests via telephone and email
Supervised and trained numerous new customer support experts in providing excellent customer service to callers requiring assistance for utility billing issues
Responded proactively and positively to rapid change.

Account Manager/Customer Success Specialist

Bison Green Financial LLC

08.2015 - 07.2016

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Delivered engaging and polished presentations to highlight products and draw favorable competitor comparisons.
Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities.
Analyzed account applications for approval qualifications
Processed installment loans for new and returning customers
Took customer service calls to help answer questions/repair customer accounts

Summary

Overview

Work History

Manager, Revenue and Marketing Operations

Owner/SEO Content Writer/Paid Search Specialist

Enrollment Counselor

Customer Success Representative

Restaurant Hostess and Trainer

Group Quality Coach and Trainer

Financial Documents Analyst

Financial Support Teller

Customer Solutions Representative

Account Manager/Customer Success Specialist

Education

Master of Science - Management And Leadership

Bachelor of Arts - Spanish And Organizational Communications

Skills

Timeline

Languages

References

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