Megen Morash
Winnemucca,NV
Summary
Driven professional with a proven track record in customer service excellence and fraud prevention awareness, notably at Alorica. Skilled in cash handling and conflict resolution, I've successfully enhanced customer satisfaction and reduced fraudulent activities. My leadership in team coaching and process optimization underscores a commitment to results and professional growth. Friendly and reliable Walmart, offering unmatched customer service and workplace focus. Quick and accurate in cash and card transactions with excellent multi-tasking aptitude.
Overview
8
8
years of professional experience
Work History
Drive-Thru Cashier
Arby's Restaurant
04.2016 - 01.2017
- Took orders at drive-thru or front counter and accurately processed payments to provide guests with great service.
- Demonstrated outgoing and friendly behavior and positive attitude and interacted well with staff and customers.
- Maintained clean and organized workstations, adhering to strict health and safety guidelines.
- Maintained clean, tidy and orderly work station to uphold company standards.
- Followed food safety and sanitation guidelines at all times.
- Cross-trained in other areas of restaurant to provide additional support during busy periods.
- Constrained in front counter operations to provide additional support as needed during busy periods or staff shortages.
- Resolved problems with orders quickly and offered refund or replacement.
- Understood restaurant menu, limited-time offers and promotions to answer guest questions.
Front Line Crew Member
Cafe Rio
01.2017 - 12.2019
- Managed inventory levels to minimize waste while ensuring adequate supplies for daily operations.
- Enhanced customer satisfaction by providing efficient and friendly service.
- Collaborated with team members to provide exceptional service and resolve any customer issues promptly.
- Contributed to a positive work atmosphere, fostering a supportive environment for all team members.
- Adhered to company policies and procedures consistently, upholding brand standards at all times.
- Ensured timely delivery of orders by coordinating closely with kitchen staff and fellow team members.
- Handled high-pressure situations gracefully, maintaining composure during busy periods or challenging circumstances.
- Quickly adapted to changes in menu offerings or operational procedures as needed.
- Utilized problem-solving skills to address unexpected challenges during day-to-day operations.
- Properly labeled and stored food and fresh ingredients in cooler or freezer to optimize freshness.
- Kept drawer balanced by accurately processing cash, credit and debit payments.
- Prepared recipe ingredients by washing, peeling, cutting, and measuring.
- Prepared salads, soups and sandwiches for customers.
- Brewed coffee and tea and changed out drink station syrups.
- Filled out daily shift log to record amount of food prepared, used and leftover.
- Participated in staff training sessions to develop new skills and improve performance.
Ambassador
Delta Sky Club
12.2019 - 06.2020
- Promoted good customer relations and premier customer satisfaction by demonstrating friendly demeanor and can-do attitude.
- Greeted customers and clients to create welcoming atmosphere.
- Assisted team with operational policies and procedures to drive services.
- Built relationships with key stakeholders, fostering collaboration and understanding between organization and community.
- Represented organization at professional conferences, delivering engaging presentations to diverse audiences.
- Facilitated high-level visits, ensuring smooth execution of logistics and protocol.
Outbound Call Center Representative
Harland Clarke
06.2020 - 07.2021
- Maintained strong relationships with customers, leading to increased repeat business.
- Enhanced company reputation by addressing customer concerns and resolving issues promptly.
- Exceeded daily outbound call quotas while maintaining high levels of customer satisfaction and engagement.
- Helped train new hires in the outbound call center process, ensuring they were prepared to handle calls effectively from day one on the job.
- Provided ongoing feedback for management regarding customer needs, preferences, and trends to inform future marketing efforts.
- Delivered scripted sales talks to customers reached via manual and automatic dialing systems.
- Observed and learned changing customer requirements and adapted sales strategies as needed.
Fraud Account Supervisor
Alorica
07.2021 - 09.2023
- Achieved higher success rates in fraud detection by utilizing advanced data analysis techniques.
- Reduced fraudulent activities by implementing strict account monitoring and verification processes.
- Streamlined internal processes for quicker response times, leading to more effective fraud mitigation efforts.
- Led comprehensive account reviews, identifying patterns indicative of fraudulent activity or potential risks.
- Aligned team objectives with corporate goals, ensuring consistent focus on reducing fraud-related losses over time.
- Managed complex escalations professionally and ethically, balancing risk reduction with customer service considerations.
- Developed tailored action plans for at-risk accounts, mitigating potential threats while maintaining customer relationships.
- Increased customer satisfaction by providing timely communication on account security issues and resolutions.
- Served as an expert point-of-contact for all matters related to account fraud within the department.
- Coached junior team members, fostering a culture of continuous learning and professional growth within the department.
- Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Evaluated customer data to identify and prevent fraudulent activities.
Cashier
Walmart
10.2023 - Current
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Restocked and organized merchandise in front lanes.
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
- Resolved customer complaints with professionalism and empathy, resulting in increased customer loyalty.
- Met customer service goals and exceeded customer expectations.
- Resolved customer complaints and maintained clean and tidy checkout area.
- Assisted in training new employees, ensuring they were knowledgeable about company policies and procedures.
- Utilized POS system to handle customer cash and credit card transactions.
- Provided support to fellow cashiers by stepping in during breaks or assisting with complex transactions as needed.
- Handled sensitive information securely while processing payments through various methods including cash, credit cards, and gift cards.
- Processed refunds and exchanges in accordance with company policy.
- Worked with floor team and managers to meet wide range of customer needs.
- Handled cash with high accuracy and took care to check bills for fraud.
Education
GED -
Adult Education
Winnemucca, NV07.2024
Skills
- Customer Service
- Patience and Empathy
- Time management skills
- Customer service excellence
- Cash handling and management
- Organizational abilities
- Professionalism and Courtesy
- Basic Math Competence
- Conflict Resolution
- POS Systems
- ID Verification
- Fraud Prevention Awareness
- Problem-Solving
- Team Leadership
Timeline
Cashier
Walmart
10.2023 - Current
Fraud Account Supervisor
Alorica
07.2021 - 09.2023
Outbound Call Center Representative
Harland Clarke
06.2020 - 07.2021
Ambassador
Delta Sky Club
12.2019 - 06.2020
Front Line Crew Member
Cafe Rio
01.2017 - 12.2019
Drive-Thru Cashier
Arby's Restaurant
04.2016 - 01.2017
GED -
Adult Education