Megan Spackman Email & Phone Number

Bellingham, Washington, United States

Bellingham, Washington

Bellevue, Washington

Bellingham, Washington Area

Supported Medicare Supplement, Advantage, Prescription Drug and Critical Condition products, adjusting roles as needed to meet dynamic business needs of highly-regulated insurance company through three sales and one merger. In addition to training responsibilities, transitioned roles to ensure call center consistently meets service level, call resolution time, unavailable and abandon rate metrics. Monitor Customer Service Representative (CSR) live and recorded calls and provide targeted feedback to improve skills and adherence to department policies. Track call queues to ensure CSRs answer delivered calls, minimize post-processing time and comply with schedules. Answer CSR questions via email and instant message. Liaise with other departments to resolve customer issues. Expertly handle escalated and credit card payment calls.  Instrumental in implementing new system for Medicare Supplement and Critical Condition policies over 3-year period. Identified and tested defects; prepared training and provided implementation support.  Served as Interim Supervisor; managed team stats, conducted one-on-ones, facilitated team meetings, delivered performance coaching and administered written warnings. Identified pattern of CSRs inappropriately using “unavailable” times to lessen CRT. Created and delivered presentation to address issue, resulting in lower unavailable times for my team.  Consistently selected to collaborate on high-profile projects such as editing documentation, testing new websites, implementing new products, writing proposals and developing procedures.

Bellingham, Washington Area

Created, scheduled and facilitated new hire and continuing education training for up to 100 employees. Lead two- to six-week training sessions for up to 15 CSRs, maintaining responsibility for presenting lessons, assessing comprehension, coaching trainees to improve skills and addressing performance. Taught department procedures through a combination of lecture, role play, email and interactive activities. Identified training needs and created materials with little or no supervision on tight timeframes. Updated department documentation and training manuals.  Instrumental in conceptualizing, creating and implementing a new, more effective new hire training program that has resulted in new CSRs who are better equipped to perform job duties.  Nominated as “Rower of the Year” for 2011 in conjunction with corporate training philosophy and goals.  Assisted other departments in developing training; conducted training for other departments to improve their processes or to educate other departments on Customer Service functions.  Created and delivered training on new systems, products and procedures during each sale / merger.

Bellingham, Washington Area

Fielded inquiries from members, health care providers and agents to provide stellar customer service in fast-paced call center. Professionally represented insurance companies including Sterling, Combined Insurance of America and Bankers Life and Casualty. Answered claims questions, quoted policy benefits and addressed payment concerns.

Bellingham, Washington Area

Analyzed client information and work experiences to create dynamic resumes, cover letters and other career marketing documents. Communicated with clients, asking questions to draw out employment details and revising documents based on feedback. Successfully collaborated with clients and staff to resolve issues. Commended by clients for outstanding work, concise writing and assisting customers obtain employment

Bellingham, Washington Area

Provided client support and delegated projects to a large writing staff. Presented company products, and acted as liaison between clients, writers, and support staff to manage projects and resolve issues. Audited writing projects for quality, determined appropriate writer for each assignment, and mentored writers on performance expectations.

Bellingham, Washington Area

Communicated extensively with customers to collect payments, troubleshoot problems, and resolve billing issues. Remained up-to-date on current policies and promotional packages. Documented client calls.  Received “Top Performer” Award within two months of hire.

Bellingham, Washington Area

Collaborated with Director to hire and train Writing Assistants to support students in improving writing skills. Facilitated training for groups of 20. Conducted employee reviews; assessed performance and determined goals. Led face-to-face and online writing conferences, identifying strengths and needs; defined strategies to improve content. Co-hosted Regional Writing Center conference at WWU, introducing key speakers and presenting on our center’s method of assessing Writing Assistants’ progress.  Developed and presented workshop on effectively addressing writers’ strengths at National Conference for Peer Tutors in Writing (NCPTW) in Allentown, PA, 2001.

Bellingham, Washington Area

Master Of Education (M.Ed.), Instructional Design

Bachelor'S Degree, English Language And Literature, General