Meaghan Thompson, Mba, Cssgb Email & Phone Number

United States

Ensures customers have the right solutions and responsible for managing relationships and selling products and services within assigned accounts, with a focus on maximizing the overall customer experience. Accountable for our customers’ adoption of our growing suite of SaaS solutions and services and responsible for driving visible value aligned with our customers’ business outcomes. Responsible for proactively driving frontline customer satisfaction.• Primary point of contact for all post-sales activities including but not limited to customer onboarding, consultative guidance, product training, technical support, and assigned account management activities• Understand their portfolio of diverse customers and work to strengthen the relationships through support, training and strategic dialogue with key users and contacts as well as providing business insight and support to ensure that customers are managed effectively while optimizing the customer experience• Serve as a trusted advisor to customers delivering best practices, guidance, and an empathetic ear• Develop and maintain relationships with multiple customer contacts, enabling them to understand and address their complete needs• Establish a roadmap for each customer’s long-term success by creating frequent checkpoints to ensure milestones are being attained and adjust the plan accordingly• Conduct regular reviews with customers and provide the highest standard of quality and “best in class” service• Actively contribute to maximizing product usage with all customers and promote additional functionalities and upgrades• Advocate for customers by facilitating internal teams and projects to solve customer’s needs• Proactively identify issues and potential concerns in the relationship and work to rectify these with sales, customer support, development, IT, and management• Provide input to senior management at the earliest opportunity regarding any issues impacting customer satisfaction

Clearwater, Florida, United States

Highly engaged account manager working directly with assigned merchant clients. Monitors and interprets client data for peak performance and helps make use of the insights our SaaS generates for them for more efficient operations to run their ecommerce businesses. • Reviews and advises regarding current processes and procedures and improvements to same• Manages all communications with enterprise brands and clients.• Helps clients interpret the diagnostic reports generated by Analytics team • Assists with the execution of strategic changes identified for the client• Conducts Quarterly Business Reviews• Analyzes data to identify trends

Tampa/St. Petersburg, Florida Area

Professional who supports the Client Services/Sales team in achieving customer satisfaction, customer retention, and revenue growth for existing customers. Assists in delivery of Syniverse service; interacts with internal customer support organizations; provides improvement recommendations; and drives overall customer satisfaction and shorter contract-to-cash cycles. Serves as customer liaison on service issues; coordinates with the appropriate internal support organization to ensure timely customer updates, responses, and trouble resolution.* Coordinates periodic calls with select customers to review outstanding issues.* Ensures customers’ expectations are being met by internal support organizations.* Ensures compliance with all root-cause-analysis (RCA) guidelines.* Facilitates RCA meetings with customers and internal Account Teams.* Suggests proactive measures for enhancing service delivery. * Collaborates with internal account, product, and operations teams and customers to effectively implement enhancements.* Participates in customer visits to gain understanding of customers’ environments and usage of our products and services.* Partners with Sales to develop new opportunities for expanding Syniverse’s relationship with assigned accounts. * Maintains a “command of the business” and recognize accounts with strong growth potential.* Protects Syniverse cash position by assisting Accounting team with collection efforts.

Tampa/St. Petersburg, Florida Area

* Works to facilitate communication between Verizon call center agents and off site IT vendors.* Lifts issues with CRM and Sales applications to off site IT. * Documents and analyzes trends in ticket issues.* Uses technical acumen of both group's processes and interests to facilitate information exchange for effective, efficient resolution of tickets.

Clearwater, Florida

Customer Success Team Manager -- Stratus Video (2017 to Present)• Established processes and procedures that support the company and departmental standards, procedures and strategic directives. Scheduled, organized shift patterns and adjusted staffing levels to maximize on-seat time and agent availability. o Set targets for agents to meet (speed answer, cases processed, and quality of service delivery).o Conducted regular review of agent performance and organized training sessions for underperformers. o Worked with employees to resolve employee relations issues expressed by team members.• Ensured employees have appropriate training and other resources to perform their jobs.• Maintained knowledge base in Confluence and SharePoint for training materials and meeting notes.• Submitted regular reports to management with executive summaries and recommendations to improve center performance. • Generated and reviewed call center metric reporting related to call stats and Salesforce case productivity.• Assumed the lead as project manager on cross-functional continuous improvement workgroups.

Tampa/St. Petersburg, Florida Area

• Led the daily operation of a Dispatch Contact Center. Consistently met or exceeded all business objectives.o Ensured all processes within the Dispatch Contact Center tie to business and operational strategies.o Developed and initiated work processes and KPI measurement systems to ensure the achievement of agent productivity, service level targets and customer satisfaction.  Ensured report visibility for agent, team and center performance scorecards. o Participated in call monitoring and calibration sessions to ensure quality interactions with customers and consistency in skill training, quality monitoring and coaching across all regional centers.• Optimized end-to-end processes and supported new initiatives in collaboration with peers in Regional Dispatch Contact Centers and stakeholders in other regional departments.

Tampa/St. Petersburg, Florida Area

• Identified and implemented end-to-end process and information improvement opportunities within the Dispatch Contact Centers and with other departments for process handoffs. Partnered with training, Dispatch Contact Center management and Subject Matter Experts to incorporate new or changed processes and procedures for implementation across the Regional Dispatch Contact Centers.o Analyzed policies, guidelines, vision/goals and made recommendations for improvements. o Researched broken, inefficient, or ineffective processes in collaboration with Dispatch Contact Center management and Quality Management Analysts. o Identified solutions and or modify existing processes or develop new processes.• Managed and optimized the knowledge base repository (SharePoint) and content supporting features such as guided answers, intelligent search, and suggested responses for Call Handlers and Dispatchers to use during customer interactions.o Defined keyword search capabilities for user ease of access to any content posted to SharePoint or similar database.o Tracked all knowledge content for accuracy, consistency, and relevance and updated as necessary. Ensured routine and timely content review and accuracy verification.o Advanced a knowledge content review and edit process to minimize content update bottlenecks while ensuring information consistency across all Dispatch Content Centers.

Tampa, Florida

• Supervised a team of inbound call center agents responsible for customer loyalty and retention and managed HR functions, performance improvement, customer satisfaction, and operational readiness.• Managed the quarterly departmental resource reorganization, including but not limited to floor plans, desk moves, and representative file transfers. o Maintained an updated staff roster and team assignments, and ensured timely completion of all physical and system updates based on new team hierarchy.• Served as a point of contact between HQ Marketing and the front line regarding the transfer of newly acquired wireless companies in their conversion to the Verizon Wireless billing system. • Assisted in implementation of new billing systems via training and feedback session during and post conversion, including phone system changeovers i.e. Rockwell, Aspect, Avaya and VOIP.• Reviewed and manipulated SQL based reporting of Call Center performance metrics.• Created, edited and archived all relevant reports and documents used by call center representatives, which required extensive communication with multiple levels of the business. o Reviewed multiple sources for information and consolidated into a daily info sheet for each team.o Quality scores increased by 6% leading to an increase in overall customer satisfaction and a corresponding increase in After Call Survey to 85%.

Ba, Communication

Certificate, Six Sigma Green Belt

Certificate, Lean Six Sigma

Certificate, Project Management

Mba, Hr Focus