Megan Fleming

Experience

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  Heritage Auctions

  Jan 2011 - Aug 2014

  Legacy Customer Service Representative

  Worked in taking highly escalated customers as well as working with the elite clientele. Assisted with processing orders and taking online and over the phone bids for numerous auctions.

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  Edmentum

  Aug 2014 - Jan 2021

  EDMENTUM., Richardson, TX, July 2014 – PresentCustomer Support Manager Manage complex customer relationships and expectations utilizing Saleforce.com and other CRM tools Leverage data to improve customer representative metrics and customer satisfaction Develop and implement metrics to representatives that reward exceeding KPIs Partner with cross-functional teams across the organization to ensure the focus is on what is best for the customers, including strategic customers with significant business impacts Perform subject matter expert tasks for Customer Service and Support including: • Supervise daily operations of 50 employees of the Customer Service and Support Organization• Manage new hire on-boarding, ensuring all new employees have the essential tools and knowledge for success• Develop and manage professional learning and ongoing training for seasoned agents• Coach and mentor employees through continuous 1:1 session; coach, manage and lead team member growth through professional coaching, personal feedback, and quality review processes• Manage time reporting; supervise and schedule employees and ensure compliance with payroll and departmental budgets; complete job performance reviews• Identify and provide solutions to customer trends and make appropriate recommendations to management and other departments• Lead projects and project teams; participate in team meetings by presenting issues, trends, and resolutions Show less

  • Customer Support Manager

    Jul 2019 - Jan 2021

  • Customer Support Supervisor

    Feb 2019 - Jul 2019

  • Customer Support, Specialist

    Aug 2014 - Feb 2019
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  Brightwheel

  Jun 2021 - Aug 2022

  Customer Support Team Lead

  ▪Manage a team of 11+Customer Support Advocates with 90% meeting or exceeding individual KPI goals and team average exceeding KPI goals in all metrics (closed cases per day, time to response, and customer satisfaction goal of 95%)▪Inspire my team, help them align their individual work to company-level goals, celebrate victories and highlight areas that need improvement, coaching them on short and long-term goals, considering personal interests, and looking for opportunities to support their growth.▪Own and resolve overflow volume and customer escalations▪Operationalize live chat & chat-triggered phone support▪Coordinated and implemented absorbing cross-functional teams into larger SaaS Support to improve resourcing, increase CSAT, and align KPIs▪Created and maintained process workflows to increase efficiency and process adherence across individual contributors and the leadership team.▪Customer Support process/policy development, documentation, and deployment▪Scheduling and managing staffing across multiple time zones and support channels.▪Create and manage a Team Building Committee to help overall team morale and implemented a CSA Reward program to encourage high performance from the overall team during our busiest time of year.▪Helped with interviewing and hiring additional head count to staff for our back to school season. Show less

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  Craftable

  Nov 2022 - now

  Technical Support Team Lead