Meghan Pereira
Manchester,NH
Summary
As a seasoned Director of Production Support, I bring extensive experience in leading teams to deliver exceptional customer service and operational excellence. I am skilled in managing and optimizing production processes, leveraging new tools, technologies, and processes to improve efficiency and productivity. With a strong background in project management, I am able to drive cross-functional initiatives and collaborate effectively with stakeholders at all levels. I thrive in fast-paced environments and have a proven track record of successfully managing complex projects under tight deadlines. My passion for innovation and continuous improvement drives me to constantly seek out new ways to optimize processes and deliver value to my team and our customers.
Proven background in senior leadership roles, driving strategic initiatives and fostering organizational growth. Successfully led cross-functional teams to achieve key business objectives, enhancing operational efficiency and stakeholder satisfaction. Demonstrated expertise in project management and strategic planning.
Overview
16
16
years of professional experience
Work History
SR. Director of Production Support
Zyter|TruCare
05.2023 - Current
- Led a multi-channel service organization to improve service operations and customer journey.
- Developed a proactive support strategy using behavioral insights and usage data, leading to reduced churn risk across key accounts.
- Managed on average 80 new customer issues per week.
- Applied data-driven insights to enhance service operations, resulting in measurable gains in customer experience.
- Fostered team engagement to ensure seamless service delivery and a customer-centric approach.
- Leveraged customer experience strategy to achieve operational excellence.
Director Of Support Services
Zyter|TruCare
02.2020 - 05.2023
- Oversight and responsibility of the Support Services organization to ensure exceptional care and service quality.
- Implemented innovative approaches to enhance support services and drive customer satisfaction.
- Contributed strong, data-backed feedback into product engineering, technical enablement, operational policies and workflows.
- Successfully built and managed high-performing teams, fostering a culture of accountability and results-driven performance.
- Implemented quality control measures for service delivery, elevating overall customer satisfaction rates.
- Provided guidance during crisis situations, swiftly resolving issues while minimizing potential negative impacts on operations or reputation.
Manager Application Solutions Analyst
Zyter|TruCare
02.2019 - 02.2020
- Focused on continuous improvement and implementing new tools and technologies to enhance service delivery.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Managed and motivated employees to be productive and engaged in work.
- Led Cross-Training & Employee Development Initiatives. Introduced cross-training rotations that increased ticket triage efficiency and reduced single-resource bottlenecks by 30%.
Sr. Application Solutions Analyst
Zyter|TruCare
06.2015 - 01.2019
- Enhanced customer outcomes through ongoing improvements to application solutions, supporting greater operational efficiency.
- Developed escalation prevention protocols and cross-training programs, decreasing customer escalations by 40%
- Improved client satisfaction by identifying and addressing complex business challenges through tailored solutions.
- Delivered timely, high-quality analyses to support senior management in strategic decision-making processes.
Team Coordinator for Product Support
IntrinsiQ, LLC
04.2014 - 06.2015
- Coordinated the first line of support for a medical oncology software application.
- Documented and responded to functional and technical issues, escalating internally as needed.
- Maintained procedural documentation and trained new employees to ensure service quality.
- Delegated daily tasks, addressed employee questions, and resolved scheduling issues.
Product Support Specialist
IntrinsiQ, LLC
12.2012 - 08.2014
- Supported customers with hardware and software-related issues, ensuring compliance with HIPAA regulations.
- Provided technical training, maintained effective documentation, and generated customer reports.
- Utilized SQL databases and interface engines for EMR systems, ensuring efficient customer support and service delivery.
- Contributed to product development by sharing valuable customer feedback and insights with engineering teams.
Manager
CVS Caremark Corporation
10.2009 - 06.2012
- Led store operations to ensure total efficiency and profitability.
- Provided leadership and training to a team of 25-30 employees, improving customer satisfaction and loyalty.
- Organized and executed the display and signing of promotional merchandise, enhancing the customer journey.
- Accomplished multiple tasks within established timeframes.
Education
Bachelor's degree - Sociology
University of Massachusetts Amherst
Amherst, MA01.2007
High School Education -
Somerville High School
Somerville, MA01.2003
Skills
- Process optimization
- Key Performance Indicators
- Customer Success
- Continuous process evaluation
- Healthcare management
- Information Technology
- Data-driven decision making
- Collaborative leadership
- Culture transformation
- Team management
- Policy development
Timeline
SR. Director of Production Support
Zyter|TruCare
05.2023 - Current
Director Of Support Services
Zyter|TruCare
02.2020 - 05.2023
Manager Application Solutions Analyst
Zyter|TruCare
02.2019 - 02.2020
Sr. Application Solutions Analyst
Zyter|TruCare
06.2015 - 01.2019
Team Coordinator for Product Support
IntrinsiQ, LLC
04.2014 - 06.2015
Product Support Specialist
IntrinsiQ, LLC
12.2012 - 08.2014
Manager
CVS Caremark Corporation
10.2009 - 06.2012
Bachelor's degree - Sociology
University of Massachusetts Amherst
High School Education -
Somerville High School
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