Megan Sullivan Email & Phone Number

Bozeman, Montana, United States

• Engaged with stakeholders, including internal teams and customers to gather feedback, address concerns, and manage expectations.
• Collaborated with UX/UI designers to create intuitive and user-friendly product interfaces. Provided guidance on user experience design decisions to ensure alignment with product goals. Ran customer and internal design.
• Worked closely with engineering and design teams to translate product requirements into technical specifications. Conducted one pager reviews and managed trade-offs between scope, resources, and time.
• Collaborated with stakeholders, including customers and internal teams, to elicit, analyze, and document requirements. Translated requirements into user stories, acceptance criteria, and actionable tasks.
• Created and maintained a product roadmap that outlines the product's development milestones, features, and timelines. Collaborated with cross-functional teams, including engineering, design, to define and prioritize.

Bozeman, Montana, United States

• Defined and prioritized the product backlog, ensuring that it contains a well-defined set of features, enhancements, and fixes. Continuously refined and updated the backlog based on feedback, market research, and.
• Worked closely with cross-functional teams, such as development, design, and quality assurance, to ensure a shared understanding of the product vision and requirements. Organized and ran sprint planning, backlog.
• Fostered a culture of continuous improvement by actively seeking feedback, conducting retrospectives, and implementing process enhancements.

• Collaborated directly with 30+ business users in all departments to identify and capture better workflow solutions.
• Coordinated with QA for weekly demos to provide turnaround release notes and demo to UAT and business.
• Identified and prioritized MVP and non-MVP enhancements based on development work needed vs priority.
• Translated new business requirements or gaps into features and create stories for design and development.

• Promoted to manage and lead UAT in efforts to better organize and train 70 identified testers.
• Planed and managed all 42 testing areas and report on all aspects of UAT metrics for senior leaders.
• Coordinated with developers to ensure smooth weekly releases into UAT environment after business hours.
• Assessed known defects daily to identify blockers or showstoppers and triage defects weekly.
• Designed, developed, and executed against 150+ test cases written from provided business requirements.
• Identified gaps, enhancements, and defects to ensure that the system meets the needs of the business.

Dallas, Texas

• Transitioned team of 25 members from Freshdesk to Salesforce and updated SOPs for process changes.
• Monitored team performance, productivity, and quality metrics. Conducted regular performance evaluations, provided constructive feedback, and identified training and development needs. Implement performance improvement.
• Oversaw the handling of customer inquiries, complaints, and issues, ensuring timely and satisfactory resolution. Provided guidance and support for escalated or complex cases. Fostered a customer-centric approach.
• Provide strong leadership to the customer support teams. Set clear expectations, goals, and performance standards. Motivated and inspired the team to achieve targets and deliver exceptional customer service.

Dallas, Texas

• Identified training needs and organized training sessions for the team to enhance their skills and knowledge in customer service, product knowledge, and UPS shipping procedures. Fostered a culture of continuous.
• Lead and supervise a team of customer support representatives, providing guidance, training, and ongoing support. Assigned tasks, set goals, and monitored team performance to ensure targets and quality standards are met.
• Served as a point of escalation for complex or unresolved customer issues. Collaborated with higher-level management and other departments to resolve critical problems and provide timely resolutions to customers.
• Identified opportunities to enhance customer service processes, contributed to knowledge bases, and shared feedback with team members and management for continuous improvement.

Dallas, Texas

• Provided opportunity to continue my career in Dallas to help build the new centralized operations team.
• Developed a comprehensive understanding of UPS shipping services, including domestic and international shipping, customs regulations, packaging guidelines, and delivery options. Stayed up to date with UPS policy.
• Listened empathetically to customer complaints, de-escalate tense situations, and work towards resolving issues while maintaining a positive customer experience.
• Awarded ‘Incredible Customer Experience’ in August 2017

Orlando, Florida

• Interacted with customers professionally, providing assistance, answering questions, and addressing concerns related to UPS shipping services.
• Analyzed and troubleshooted customer issues promptly, offering appropriate solutions and escalating complex problems to senior team members or supervisors when necessary.
• Managed an average of 70 inbound calls and 100 emails weekly from customers regarding delivery status, tracking information, service options, rates, and transit times.

South Tampa

• Warmly welcomed guests as they arrive at the wine bar restaurant, ensuring a friendly and inviting atmosphere. Assisted guests with inquiries, provided information about the establishment, and guided them to their.
• Efficiently seated guests, considering their preferences and party sizes, while maintaining awareness of table availability.
• Maintained a clean, organized, and welcoming waiting area to ensure guests are comfortable while waiting, and managed the seating process efficiently to minimize wait times.
• Effectively communicated with the restaurant staff, including servers, bartenders, and management, to ensure smooth operations and timely service.

Tampa/St. Petersburg, Florida Area

• Created and maintained client files in a well-organized manner. Sorted and labeled documents and updated information to ensure it was easily for sales representatives.
• Entered and managed confidential information related to insurance policies to ensure for a smooth and timely process.
• Represented the company in a professional manner by greeting clients, addressing their inquiries, and providing information about the products and services.

Orlando, Florida Area

• Handled cashier duties including money handling, computer transactions and responding to customer inquiries in a friendly manner.
• Collaborated with other team members to ensure smooth operations, especially during peak hours and busy periods.
• Assisted with restocking merchandise, maintaining a clean and organized sales area, and monitoring inventory levels.
• Resolved customer complaints or issues promptly and professionally, ensuring guest satisfaction.