Overview
Work History
Timeline
AssistantManager

Meghan Palmer

Utica,NY

Overview

18
18
years of professional experience
6
6

College years completed two more classes for completion of my Ba

Work History

Senior Customer Care Advocate

MetLife
10.2021 - 01.2023
  • Managed a high volume of incoming calls, emails, and live chats from customers seeking assistance or information s
  • Collaborated with cross-functional teams including being my teams liaison for correspondence to case management for escalated calls that require one call resolution
  • Managed a high volume of incoming calls, emails, and live chats from customers seeking assistance or information
  • Effectively communicated product information, policies, and procedures to customers to address their concerns and provide accurate solutions
  • Maintained a high level of professionalism and empathy while interacting with customers to ensure their satisfaction
  • Provided exceptional customer service and support to resolve inquiries, complaints, and issues in a timely manner
  • Greatest accomplishment was serving our employees with empathy and in turn was awarded four weeks in a row with most improved based on the metrics that are designed to ensure each call is handled within MetLife's high standards and metrics system
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Assisted call-in customers with questions and orders.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Logged call information and solutions provided into internal database.
  • Navigated multiple computer systems and applications to find information.
  • Investigated and resolved customer inquiries and complaints quickly.

Administrative Assistant

Colgate University
Hamilton, NY
11.2010 - 05.2022
  • Maintained office supplies inventory by anticipating needs and placing orders in a timely manner
  • Created efficient filing systems both electronically and physically to ensure easy retrieval of important documents
  • Assisted with the onboarding process of new employees by preparing necessary paperwork and coordinating orientation sessions
  • Supported HR department in recruitment efforts by screening resumes/CVs of potential candidates based on predefined criteria before forwarding them to hiring managers for further evaluation
  • Provided administrative support during board meetings including preparing meeting agendas/materials, distributing minutes, and following up on action items
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Maintained inventory of office supplies and placed orders.
  • Transcribed and organized information to assist in preparing speeches and presentations.
  • Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
  • Increased office participation in special events by creating newsletter with detailed calendars and other office updates.
  • Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
  • Liaised between clients and vendors and maintained effective lines of communication.
  • Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.
  • Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
  • Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
  • Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
  • Established administrative work procedures to track staff's daily tasks.
  • Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
  • Performed research to collect and record industry data.
  • Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.
  • Managed filing system, entered data and completed other clerical tasks.
  • Surpassed team goals by partnering with colleagues to implement best practices and protocols.
  • Volunteered to help with special projects of varying degrees of complexity.
  • Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
  • Facilitated timely delivery of special projects to meet organizational and departmental objectives.
  • Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.

Residential Counselor

SpringBrook Assisted Living
Norwich, NY
08.2015 - 10.2017
  • Assisted individuals with daily living activities, including meal preparation, medication management, and personal hygiene
  • Implemented individualized care plans to meet the unique needs and goals of each resident
  • Maintained a safe and supportive living environment, promoting emotional and physical well-being
  • Developed and implemented behavior intervention plans (BIPs) to address challenging behaviors and promote positive outcomes
  • Administered and documented medication as prescribed, ensuring compliance with medication protocols
  • Collaborated with a multidisciplinary team, including therapists, social workers, and healthcare professionals, to provide comprehensive care
  • Participated in crisis intervention and de-escalation, ensuring the safety of residents and staff
  • Monitored and documented resident progress and behaviors, maintaining accurate and confidential records
  • Assisted residents in setting and achieving personal goals related to independence and life skills
  • Provided emotional support and encouragement to residents, fostering a sense of belonging and empowerment
  • Ensured that the physical environment of the residence met safety and sanitation standards
  • Assisted with meal planning, grocery shopping, and preparation of nutritious meals
  • Provided transportation for residents to medical appointments, social outings, and other activities
  • Collaborated with families and guardians to share information and provide support
  • Participated in staff meetings, training sessions, and professional development activities
  • Maintained a compassionate and empathetic approach to resident care, building trust and rapport
  • Advocated for the rights and needs of residents, ensuring their voices were heard and respected
  • Addressed behavioral and emotional needs of residents through activities and interventions, increasing resident socialization, interpersonal, and social skills.
  • Communicated behavior choices to residents by outlining positive and negative consequences of choices.
  • Delivered frequent summaries on resident progression and regression in treatment to provide recommendations towards treatment plan for success.
  • Supported residents in coping with emotions and fears through one-on-one sessions.
  • Assisted residents in adhering to treatment plans by setting up medical appointments, arranging transportation, coordinating services, and providing emotional support.
  • Developed and maintained relationships with community resources to provide additional support services.
  • Collaborated with case managers to maintain continuity of care and to provide referrals to treatment programs.

Underwriting Assistant

Preferred Mutual Insurance Company
New Berlin, NY
10.2012 - 04.2013
  • Reviewing policies, checking the underwriters via word
  • Various other small projects this was a quiet but fun temporary position that I learned a great deal in and completed
  • Served bankers, internal staff and borrowers by offering alternative options and explaining credit decisions.
  • Calculated loan applicant debt ratios, income and terms and payments to determine financial stability of applicants to repay loan.
  • Completed pre-closing responsibilities to prepare loan files for closing team.
  • Copied, logged and scanned supporting documentation and placed all information in client files.

Repair Technician

Frontier Communications formerly Verizon Communications
Sherburne, NY
05.2011 - 05.2012
  • Managing inventory, Via excel spreadsheets, Microsoft Word, Adobe, and Publisher
  • Supervised and trained a number of working students within my department and other employees in my department on second shift
  • Inventory Managment
  • Delegating tasks
  • Conducted diagnostic procedures to determine root cause of customer problems and provide accurate repair recommendations.
  • Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
  • Maintained inventory of repair supplies and ordered parts.
  • Repaired and maintained wide range of small and large appliances successfully.
  • Followed detailed repair and maintenance procedures for consumer products.
  • Dismantled machines and equipment to remove defective parts.
  • Installed and programmed variety of consumer products.
  • Inspected and tested, repaired and refurbished products for proper operation.
  • Utilized variety of tools and diagnostic equipment to complete repairs.
  • Completed all repair and maintenance activities promptly and to high quality standards.
  • Tested parts and components to confirm adherence to manufacturer specifications.
  • Researched and implemented new technologies and equipment.
  • Liaised with internal departments to optimize productivity and efficiency.
  • Tested systems, noting issues and completing preventive maintenance.
  • Diagnosed and repaired problems with electrical and mechanical systems.
  • Demonstrated to customers proper methods for operating equipment after it had been installed.
  • Completed preventive maintenance on machines to enhance production and maintain quality.
  • Tended to machines, troubleshot malfunctions and completed basic repairs to keep equipment fully functional and well-maintained.

Product support marketing lead

Golden Artist Colors
New Berlin, NY
06.2005 - 07.2009
  • Duties: reporting Position included duties such as; answering phones, creating work orders, adjusting work orders and closing work orders; via Adonix
  • The process of Work Order creation and maintenance was an essential part of my position at Golden Artist; as the industrial part of Golden Artist was dependent upon the accuracy of our work orders to function as a whole
  • Other Duties included; managing inventory, using excel spreadsheets, Microsoft Word, Adobe, and Publisher
  • I also trained & supervise a number of working students within my department
  • Worked effectively in fast-paced environments.
  • Gained extensive knowledge in data entry, analysis and reporting.
  • Developed strong communication and organizational skills through working on group projects.
  • Applied effective time management techniques to meet tight deadlines.
  • Cultivated interpersonal skills by building positive relationships with others.
  • Worked well in a team setting, providing support and guidance.
  • Skilled at working independently and collaboratively in a team environment.
  • Demonstrated leadership skills in managing projects from concept to completion.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Strengthened communication skills through regular interactions with others.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Developed strong organizational and communication skills through coursework and volunteer activities.
  • Organized professional with expertise in managing resources and optimizing performance. Proficient in providing valuable insights and supporting decision-making processes. Committed to enhancing productivity and contributing to overall success.
  • Delivered services to customer locations within specific timeframes.
  • Passionate about learning and committed to continual improvement.
  • Gained strong leadership skills by managing projects from start to finish.
  • Adaptable individual with exceptional interpersonal skills and talent for building relationships. Known for delivering outstanding service and enhancing client satisfaction. Focused on fostering positive interactions and creating collaborative environment.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.

Timeline

Senior Customer Care Advocate

MetLife
10.2021 - 01.2023

Residential Counselor

SpringBrook Assisted Living
08.2015 - 10.2017

Underwriting Assistant

Preferred Mutual Insurance Company
10.2012 - 04.2013

Repair Technician

Frontier Communications formerly Verizon Communications
05.2011 - 05.2012

Administrative Assistant

Colgate University
11.2010 - 05.2022

Product support marketing lead

Golden Artist Colors
06.2005 - 07.2009

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Meghan Palmer