Megan Rose Micu

As a Customer Service and Sales Representative at DHL Express, I support customers throughout the domestic and international shipping process while managing a variety of operational, documentation, and service-related concerns. I analyze and resolve complex shipment challenges, including delays, documentation discrepancies, customs requirements, and other issues that may affect successful delivery.

On a typical day, I manage more than 10 customer interactions across in-person, phone, and email channels, providing guidance and identifying appropriate shipping solutions based on individual needs. In addition to customer service responsibilities, I generate sales opportunities and have maintained an average lead success rate of at least 30% in 2026, with a monthly high of 76%. My approach emphasizes building long-term customer relationships, which has resulted in customers returning and contacting me directly for assistance with subsequent shipping needs.

I also prepare and review international shipping documentation to ensure shipments comply with customs requirements, DHL procedures, and applicable transportation safety standards. When issues require additional support, I coordinate with internal departments, operations personnel, and other DHL locations to determine appropriate solutions and maintain operational flow. I have also helped train four new representatives on product knowledge, shipping procedures, customer service expectations, and sales practices to prepare them for independently assisting customers.

As a hybrid tutor with IntellaTutor, I provided individualized academic instruction while independently managing a large and diverse portfolio of students.

Throughout my time in the position, I supported more than 70 students across over 2,000 tutoring sessions, regularly managing 20 or more active students concurrently. I developed personalized lesson plans based on each student's academic needs, learning style, progress, and educational goals, adapting my instructional approach when students required additional support or alternative explanations.

Beyond delivering instruction, I developed long-term relationships with students and their families, contributing to recurring sessions and continued client engagement. I worked closely with parents to discuss academic challenges, establish learning goals, communicate progress, and determine areas requiring additional attention.

The position also required significant independent organization, as I coordinated scheduling needs among students, families, and support teams while resolving scheduling or service-related concerns when they arose.

I maintained detailed documentation following sessions to track student progress, provide accountability, and ensure continuity between lessons. Because some of the instruction was delivered remotely, I relied on virtual communication tools and adapted my communication methods to maintain engagement and provide an effective learning environment outside of a traditional classroom.

As an AVID Tutor, I worked alongside educators to provide academic support and help students develop the skills and strategies necessary to become more independent learners.

I collaborated with teachers to identify individual academic challenges and develop learning strategies and targeted interventions based on student performance and educational needs.

My work included supporting diverse learners, including students receiving ESL, ADHD, and Autism accommodations, which required me to adjust my communication and instructional methods to meet individual needs. I facilitated instructional sessions ranging from small groups of two students to larger groups of up to 35, adapting my approach to encourage participation, collaboration, and comprehension across different classroom settings. Throughout these sessions, I monitored student progress and used targeted support strategies to strengthen academic engagement and continued participation. I also helped students work through challenging material by encouraging problem-solving, discussion, and active involvement rather than simply providing answers.

In addition to direct academic support, I assisted with daily classroom activities and administrative responsibilities to help maintain organized and efficient classroom operations. The position strengthened my ability to communicate with different audiences, manage groups of varying sizes, and collaborate with educators while responding to the individual needs of students.