Megan Sullivan Email & Phone Number

New York, NY, US

Implemented new support channel for UKG customers using the LivePerson Messaging solutionBuilt and maintained active customer facing BOTs using Conversational Design, Intent Management, and JavaScriptSystem Proficiency: MS Suite, Power BI, Sharepoint, Citrix, MySQL, Qualtrics, LivePerson, NICE-InContact, RingCentral, UKGPro, TimeTrade, Zoom Meetings.

Implemented new support channel for UKG customers using the LivePerson Messaging solutionHired and managed a team of Messaging support specialists for the new channelBuilt and maintained active customer facing BOTs using Conversational Design, Intent Management, and JavaScript

Maintained NICE InContact and RingCentral system agent lists manually to ensure appropriate skilling for call routing and reportingMonitored call flow and availability (real-time), scheduled offline activities, managed productivity reports, and partnered with business leaders and managers to make real time allocation changes to effectively distribute call.

Weston, FL, US

Consistently went above and beyond to support customers, peers, and front-line agents: when a new office was opened in St Louis, volunteered to move and support the new team which consistently maintained high case closure and customer satisfaction results during my tenureCollaborated with internal business partners and executive stakeholders to drive.

Weston, FL, US

Consistently went above and beyond to support customers, peers, and front-line agents: when a new office was opened in St Louis, volunteered to move and support the new team which consistently maintained high case closure and customer satisfaction results during my tenureCollaborated with internal business partners and executive stakeholders to drive.

Weston, FL, US

Assisted customers with UKGPro product suite, quickly developed vast product knowledge to become a subject matterexpert - promoted to Team Lead before first year with company

Seattle, Washington, US

Maintained a queue of between 60-100 technical production projects - e.g. Injection Mold Tooling, CNC machining, sheet metal forming, and additive processes such as SLA, SLS, FDM, DMPCoordinated all aspects of projects from design for manufacturability, material selection and suitability, scheduling, logistics, issue resolution, internal and external.

Dallas, TX, US

Supported incubated products and emerging devices by troubleshooting, diagnosing, and resolving advanced data technical issues throughout the product lifecycleAnalyzed data to identify trends and make improvements to the Customer Experience while also determining root causes and potential solutionsLed the Beats Music/AT&T Partnership project, including.

Los Angeles, US

Led a team of 10 greeters which included scheduling, conducting meetings, training, and coaching to ensure optimal customer service and uniform protocol and proceduresSuccessfully transitioned to a Mobile-based wait-list and reservation application, from initial training of greeters and management staff, to full implementation

Minneapolis, MN, US

Began as a temporary holiday hire, quickly impressed with learning capabilities and personable customer service. Maintained the part-time position throughout high school (while also being a High Honor roll student) until college.