Megan Oliveira
Boston
Summary
Professional technical support with strong track record in troubleshooting, problem-solving, and delivering exceptional customer service. Adept at collaborating with teams to achieve optimal results and adapt to changing demands. Known for reliability, effective communication, and proactive approach to resolving issues. Enthusiastic team player ready to contribute to company success.
Overview
12
12
years of professional experience
Work History
Technical Support Specialist
Oura Ring
05.2021 - Current
- Work and collaborate with a talented team of professionals across different geographies to create an exceptional, unique, and positive customer experience
- Foster a great experience by communicating directly with customers to resolve day-to-day inquiries and issues through email and live chat
- Constantly track trends and customer feedback. Be an expert on all things, Oura.
- Extremely Strong interpersonal skills and ability to build relationships with cross-functional stakeholders
- Ability to remain calm and effective under pressure
- Take ownership over your area of responsibility and collaborate with team members to improve SOPs, training materials, and documentation
- Create, present and execute approved processes created to fill gaps when found
- Partnered with peers and managers to streamline processes accommodating rapid growth
- Partner with Director of Technical support as well as Direct manager to support the hiring process
- Develop and present relative and efficient SOP’s in an effort to positively impact team KPIs
- Created ‘Onboarding Buddy Program’ to enhance team culture and support remote onboarding process
- Enhanced efficiency by providing training to BPO and contract agents, ensuring they understood service expectations.
- Updated macros to ensure accurate information was available for users and to improve product usability. when pertinent information impacting the users experience or impacting use of product
- Presenting weekly team KPI’s during the weekly Technical Support meeting
- Presenting Monthly team KPI’s during monthly Operations & Technical meeting
- Creating communication dashboard ‘Technical Support Hub’ in an effort to streamline the high level need to know information currently impacting the business and the Technical team
User Success & Client Support Manager
Square
San Francisco, CA
02.2018 - 09.2020
- Leading a team of 14 success advocates
- Ensured QA team met quality assurance goals through consistent and accurate review completion
- Analyze trends in customer issues and requests, appropriately document to offer potential solutions
- Developed and enhanced quality assurance scoring tools and reporting for improved assessment
- Collaborate with internal teams to develop training
- Collaborated with peers to establish consistent quality procedures. and management to determine and establish quality procedures and standards
- Ensure quality assurance goals are met by QA team and reviews are completed consistently and accurately
- Analyzed trends in customer issues and requests, documented findings to propose targeted solutions
- Calibrated with peers and management to determine and establish quality procedures and standards
- Utilize product and industry knowledge to work as a strong cross functional leader
- Ability to navigate through ambiguous and fast paced changes in the working environment
User Success & Client Support Manager
Upturn
San Francisco, CA
09.2018 - 04.2020
- Facilitated inter-departmental communication to report bugs and product issues, collaborating with engineering to enhance product quality
- Investigating and solving customers' problems, which may be complex or long-standing problems
- Keeping customers informed of process and product changes impacting use of the product or experience
- Recapped partnership performance to offer insights for future enhancements
- Developed strategies to identify and pursue organic business growth initiatives.
- Attended engineering team daily stand up to speak on behalf of user / customer support
- Possessing excellent interpersonal skills to develop and maintain cooperative, beneficial and positive working and business relationships with key clients
- Integral part of the team working directly with engineering to identify opportunities and successes within the product specifically future feature products
- Ensure proper execution of new processes and functions
- Leveraged extensive understanding of business processes to enhance operational efficiency.es (Talent Management, Sales, Marketing, Service, Support)
- High level of cross functional leadership - ability to understand the audience at hand with the ability adjust communication accordingly
- Applied cross-functional leadership skills to facilitate collaboration among different departments. - ability to understand the audience at hand with the ability adjust communication accordingly
- Investigated and resolved complex customer problems, ensuring timely resolution and improved customer satisfaction
- Strong knowledge of business process (Talent Management, Sales, Marketing, Service, Support)
- Worked directly with the head of product and the team to build out partner ads featured on our website and users' profiles
Regional Manager
Toss Designs
San Francisco, CA
01.2017 - 11.2017
- Rebuilt the management group from the ground up, actively recruiting and networking to bring on top talent.
- Supervised 9 retail locations, ensuring consistent performance across stores.
- Overseeing each detail from ground up the opening of the South Carolina location
- Developed on boarding and training program for new store managers and sales associates
- Created store manager appraisal guide to track development and individual impact on business
- Conducted store manager appraisals providing ongoing feedback and coaching empowering store managers to challenge the status quo
- Created succession plans for talent in each store in order to reduce turnover
- Reviewed sales reports to monitor key drivers to aid in weekly, monthly and quarterly planning for each store and the district as a whole
- Worked directly with buying and allocation teams to dissect selling reports in order to make appropriate decisions on product that would positively impact business
- Implemented scheduling standards,training managers to look over traffic and business
- Trends to better create a schedule that reflects the needs of their business while managing labor
- Created daily communication tool to keep team informed on changes, promotions, and sales, enhancing team coordination and responsiveness
- Collaborated with the visual director to design and establish a visual guide for stores to use as a reference
- Created VIP customer program to help build and retain a customer base and stay in touch
- Sought out and directly worked with research analytics company Shoppertrak to build a program that would best help in tracking KPI’s, foot traffic and business trends
- Cultivated a supportive work environment through team-building activities., recognizing individual and team accomplishments with regular contests, outings, luncheons and team activities for everyone share in the success of the business
Store Manager
Francescas
Natick, MA
07.2015 - 01.2016
- Analyzed sales trends to optimize product placement and promotional strategies, increasing overall revenue.
- Developed and implemented training programs for staff, enhancing team performance and service quality.
- Managed scheduling and payroll processes, improving workforce efficiency and reducing labor costs.
- Led daily store operations, ensuring optimal inventory management and customer satisfaction.
- Coordinated in-store events to increase foot traffic, partnering with local businesses and community organizations for mutual benefit.
- Tracked trends and suggested enhancements to both challenge and refine the company's product offerings.
- Cultivated strong team by hiring motivated individuals and fostering a collaborative workplace, leading to improved store performance and reducing turnover rates significantly
- Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Approved regular payroll submissions for employees.
- Rotated merchandise and displays to feature new products and promotions.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
Store Manager of Operations | New Store Opener
Kate Spade Saturday
Boston, MA
05.2014 - 07.2015
- Oversaw daily store operations, ensuring compliance with company policies and procedures.
- Managed inventory levels, optimizing stock availability and minimizing discrepancies.
- Trained and mentored staff, fostering a culture of high performance and customer service excellence.
- Implemented effective merchandising strategies to enhance product visibility and drive sales growth.
- Analyzed sales data to identify trends, adjusting operational strategies accordingly for improved performance.
- Coordinated promotional events, enhancing brand awareness and customer engagement in-store.
- Facilitated open communication channels between staff members and upper management by conducting regular team meetings, fostering transparency in decision-making processes.
- Evaluated store performance metrics to identify areas of improvement and implement necessary changes for better results.
- Mentored employees for professional growth, fostering a positive work culture that encouraged collaboration and teamwork.
- Managed store employees successfully in a fast-paced environment through proactive communication and positive feedback.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline the scope of positions for new the new organization.
- Opened new store locations, ensuring compliance with brand standards and operational guidelines.
- Collaborated with management to develop and execute successful grand opening events, drawing large crowds and generating positive publicity.
- Consistently met or exceeded established sales targets by developing effective sales techniques and motivating team members to perform at their best.
- Analyzed sales data to identify trends, adjust pricing strategies, and capitalize on market opportunities for increased revenue growth.
- Submitted reports to senior management to aid in business decision-making and planning.
- Approved regular payroll submissions for employees.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- lead stakeholder in remodel and set-up of boutique openings
- Lead on appropriately sunsetting the Kate Spade Saturday concept along with navigating an effective store closure
Education
No Degree - Organizational Leadership
Arizona State University
Tempe, AZSkills
- Experience with - Zendesk, Jira, AWS, Google Analytics, SalesForce, ADP, Confluence, Zapier, Sketch, Tableau, Looker, Segment, Asana, Service Cloud
- Troubleshooting and diagnosing
- Customer relationship management, hiring, processing all I-9 and HR relevant informationData analysis tools QuickBooks, ShopperTrak, Scheduling, processing payroll, forecastPerformance metrics analysishe region as a whole
- Virtual customer assistance
- Service request management
- Customer education programs
- Experience with - Zendesk, Jira, AWS, Some Google Analytics, SalesForce, ADP, Confluence, Zapier, Sketch, Tableau, Looker, Segment, Asana, Service Cloud
- Help desk management
- Customer success management
- Technical assistance
- Technical troubleshooting
- Customer satisfaction enhancement
- Issue resolution techniques
- Product issue resolution
Timeline
Technical Support Specialist
Oura Ring
05.2021 - Current
User Success & Client Support Manager
Upturn
09.2018 - 04.2020
User Success & Client Support Manager
Square
02.2018 - 09.2020
Regional Manager
Toss Designs
01.2017 - 11.2017
Store Manager
Francescas
07.2015 - 01.2016
Store Manager of Operations | New Store Opener
Kate Spade Saturday
05.2014 - 07.2015
No Degree - Organizational Leadership
Arizona State University