Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Meghan Koike

Rochester Hills

Summary

Experienced and driven customer operations leader with over 10 years at Volkswagen of America, steadily progressing through roles in digital support, knowledge management, and supervision. Recognized for creating collaborative team cultures, streamlining customer support processes, and enhancing digital service delivery. Skilled in performance management, reporting, cross-functional communication, and customer satisfaction improvement.

Overview

12
12
years of professional experience

Work History

Digital Operations Supervisor

Volkswagen of America, Inc.
03.2022 - Current
  • Lead, mentor, and coach a high-performing digital support team to consistently exceed KPIs and service quality metrics
  • Create a positive and inclusive team environment focused on performance, development, and innovation
  • Build cross-functional relationships to align team strategies with organizational goals
  • Develop actionable performance insights through custom reporting and regular reviews
  • Present contact center performance updates and trend analysis to senior leadership
  • Manage escalated customer concerns and resolve complex issues
  • Recruit and retain top talent while fostering a culture of continuous improvement

Product Review Advocate

Volkswagen of America, Inc.
06.2020 - 03.2022
  • Handled inquiries and feedback from customers through VW.com product surveys
  • Provided expert-level support on vehicles, features, and services
  • Delivered thoughtful and fiscally responsible customer solutions
  • Adhered to internal policies and resolved customer/vehicle issues with a customer-first approach

Information Coordinator

Volkswagen of America, Inc.
02.2016 - 01.2020
  • Collaborated with leadership and subject matter experts to track issues and improve internal communications
  • Managed SharePoint and Salesforce knowledge tools, ensuring content accuracy and usability
  • Facilitated knowledge transfer and coached on effective resource usage
  • Created process documentation and contributed to cultural initiatives within the department
  • Managed internal department store which included ordering and tracking inventory purchased from external store.

Digital Operations Advocate – Chat & Written Correspondence

Volkswagen of America, Inc.
11.2013 - 01.2016
  • Delivered exceptional customer service via chat, email, and social platforms
  • Handled complaint files, customer correspondence, and reporting documentation
  • Maintained CRM accuracy and executed TREAD reporting for NHTSA compliance

Education

Bachelor of Arts - Psychology

Oakland University
Rochester Hills, MI
05-2008

High School Diploma - undefined

Troy High School
Troy, MI

Skills

  • Team Leadership & Coaching
  • Customer Experience & Satisfaction
  • Performance Reviews & Action Plans
  • Reporting & Data Interpretation
  • Knowledge Management (SharePoint, Salesforce)
  • CRM Tools
  • Written & Verbal Communication
  • Conflict Resolution
  • Continuous Improvement Initiatives
  • Problem Solving & Analytical Thinking
  • Proficient in computer skills (Excel, PowerPoint, MS Teams)

Languages

English
Native or Bilingual

Timeline

Digital Operations Supervisor

Volkswagen of America, Inc.
03.2022 - Current

Product Review Advocate

Volkswagen of America, Inc.
06.2020 - 03.2022

Information Coordinator

Volkswagen of America, Inc.
02.2016 - 01.2020

Digital Operations Advocate – Chat & Written Correspondence

Volkswagen of America, Inc.
11.2013 - 01.2016

High School Diploma - undefined

Troy High School

Bachelor of Arts - Psychology

Oakland University

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