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.
• 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.
• 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

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.
• 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

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.

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.
• 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.

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.
• 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.
• 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.

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.
• 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.

Ba, Communication

Certificate, Six Sigma Green Belt

Certificate, Lean Six Sigma

Certificate, Project Management

Mba, Hr Focus