Megan Spackman Email and Phone Number
Megan Spackman work email
- Valid
Megan Spackman personal email
Motivated trainer, supervisor, technical writer and customer service professional with 10 years’ call center training and leadership experience looking for new opportunities.Customer Service & Call Center Leadership: Provide excellent customer service and training. Lead Customer Service Representatives (CSRs) through effective relationship building and problem resolution. Quickly internalize new policies to ensure consistently accurate information is communicated to team and clients. Maintain strict compliance with corporate and legal regulations. Monitor call stats, metrics and schedules to achieve consistent coverage and strong service availability. Training & Development: Identify business needs; proactively implement training solutions. Facilitate individual and group training through lecture, role play and hands-on activity. Strong written, verbal and interpersonal communication; confidently express ideas, disseminate information, document policies and create comprehensive training manuals. Manage training initiatives for up to 100 employees. Team Management: Dynamic leader with the ability to analyze employee needs and implement focused, example-based feedback. Successfully manage small teams, directing coaching skill-building to ensure successful performance against key performance indicators. Analyze daily call statistics, identifying and addressing trends. Screen and interview potential employees using behavior-based methodology.Strengths/Accomplishments: Collaborate with all levels of management to achieve results. Detail-oriented and organized, able to multi-task and juggle projects with competing interests and timelines; delegate projects and schedule activities based on need and available resources. Technically adept; MS Office, Citrix, InsPro, LifePro, Verint, OpenScape, CNG, OnBase, Emdeon, Oracle, SalesForce and other proprietary systems, programs and websites.
Unity Care Nw
View- Website:
- unitycarenw.org
- Employees:
- 89
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Behavioral Health Operations ManagerUnity Care Nw Jun 2023 - PresentBellingham, Washington, United States
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Call Center SupervisorUnity Care Nw Mar 2018 - Jun 2023Bellingham, Washington
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Sales Support Representative IiQuantum Sep 2016 - Feb 2018Bellevue, Washington -
Lead, Customer ServiceSterling Insurance Jun 2014 - May 2016Bellingham, Washington AreaSupported 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. -
Trainer, Customer ServiceSterling Insurance Jul 2007 - Jun 2014Bellingham, Washington AreaCreated, 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.
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Customer Service RepresentativeSterling Insurance Dec 2006 - Jul 2007Bellingham, Washington AreaFielded 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.
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Resume Writer/EditorCareerperfect® May 2005 - Sep 2006Bellingham, Washington AreaAnalyzed 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 -
Career Marketing ConsultantCareerperfect® Aug 2003 - May 2005Bellingham, Washington AreaProvided 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.
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Financial Services Representative IT-Mobile 2002 - 2003Bellingham, Washington AreaCommunicated 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. -
Writing Assistant CoordinatorWestern Washington University Sep 2000 - Jun 2002Bellingham, Washington AreaCollaborated 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. -
Writing Assistant / Desk ReceptionistWestern Washington University Sep 1998 - Jun 2002Bellingham, Washington Area
Megan Spackman Skills
Megan Spackman Education Details
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Instructional Design -
English Language And Literature, General
Frequently Asked Questions about Megan Spackman
What company does Megan Spackman work for?
Megan Spackman works for Unity Care Nw
What is Megan Spackman's role at the current company?
Megan Spackman's current role is Behavioral Health Operations Manager at Unity Care NW.
What is Megan Spackman's email address?
Megan Spackman's email address is me****@****nce.com
What schools did Megan Spackman attend?
Megan Spackman attended Western Governors University, Western Washington University.
What skills is Megan Spackman known for?
Megan Spackman has skills like Medicare, Microsoft Office, Public Speaking, Research, Customer Service, Editing, Data Analysis, Health Insurance, Team Building, Team Leadership, Access, Software Documentation.
Who are Megan Spackman's colleagues?
Megan Spackman's colleagues are Jessi Ryan, Msn, Bsn, Rn, Julie Grace, Jason Kilbride, Chelsea Holcombe, Sabreena Patel, Carson Taylor, Steen Brøchner-Nielsen.
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