MEGAN GALLEN
Brisbane
Summary
Experienced Head of Customer functions within the Software as a Service industry, dedicated to great customer outcomes through delivery of quality resolutions and help to all customers, alongside a strong focus on Employee coaching & development. Motivated by Customer Engagement, Transformation, and Improvement programs, I enjoy and excel at focusing on improving Customer Experiences through quality and timely interactions, omni-channel experiences, enhancing overall employee and team engagement, coaching and developing team members to achieve professional goals. I use data and metrics to inform my strategic and operational decisions when designing and implementing strategy planning with a focus on achieving growth, adoption and retention targets, workforce and workflow improvements, operation enhancements and efficiencies, reviewing customer feedback and needs, to implement and improve service or operational changes that focus on achieving key metrics for performance and revenue, and creation of Objectives and Key Results (OKR's) for team metric tracking and improvements.
Overview
15
15
years of professional experience
Work History
Head of Customer Support
Employment Hero
01.2020 - Current
- Scaled Support, Success and Onboarding teams by 1700% Globally (in-house and offshore), focusing on industry specific skill sets to improve customer interactions, and maintaining low cost to serve
- Spearheaded customer satisfaction survey and analyzed results to make action plans including: Analysis of Product and priority feedback trends improving focus on Urgent priority tickets with lowest Avg CSAT
- Overhauling hiring strategy to target industry specific knowledge (HR Admins/Business Partners and Payroll Admins vs Traditional Technical Support agents)
- Introduction of AI Tooling to assist with case/ticket deflection for faster resolution
- Improving One-Touch resolution from 20% to 70% on avg through agent upskilling, coaching and Development programs
- Decreased ticket reopen rate from 80% to 11% through focus on Employee upskilling and platform knowledge, with focus on Customer centric resolution and lowering Help Centre reliance.
- Designed and implemented strategic business plans to achieve growth, adoption and retention goals while managing Implementation & Onboarding, Professional Services, Support and Customer Success teams and building long-lasting customer relationships through design and implementation of:
- Enhanced customer satisfaction by implementing new support strategies and streamlining communication processes.
- Reduced response times for customer inquiries by optimizing support team workflows and utilizing efficient ticketing systems.
- Increased customer retention rates through proactive engagement, consistent follow-ups, and attentive issue resolution.
- Developed comprehensive training programs for support staff to ensure high-quality service delivery and continuous improvement.
- Collaborated with cross-functional teams to identify areas of opportunity for product enhancements based on customer feedback.
- Established a culture of excellence within the customer support department, fostering accountability, collaboration, and innovation.
- Oversaw a multi-tiered support structure to address varying levels of complexity & segments in customer issues more efficiently.
- Streamlined internal knowledge management systems to provide rapid access to relevant information for both customers and support staff.
- Introduced best practices for case documentation, ensuring accurate records were maintained while also protecting sensitive customer data.
- Managed vendor relationships to secure optimal resources for enhancing customer experience with available tools and technologies.
- Ensured compliance with industry standards and regulations while maintaining an exceptional level of service quality across all channels of support delivery.
- Drove process enhancements within the organization by leveraging data analytics insights from customer interactions and feedback trends analysis.
- Empowered support staff through regular coaching sessions, career development opportunities, and performance evaluations that foster growth and personal success.
- Championed efforts towards creating a positive work environment that fosters teamwork, motivation, and overall employee satisfaction within the department.
- Maximized resource utilization by reallocating personnel based on workload assessments during peak periods or seasonal fluctuations in demand for assistance services.
- Orchestrated seamless transitions during mergers or acquisitions involving customer support operations, ensuring minimal disruption to service levels and client experiences.
- Fostered strong relationships with key stakeholders within the company, including product development, sales, and marketing teams, to enhance collaboration on initiatives that impact customer experience.
- Spearheaded efforts to integrate new technology solutions into existing processes and systems for improved efficiency and effectiveness of support delivery services.
- Acted as a customer advocate within the organization, driving improvements in processes and product offerings based on direct feedback from clientele and support team insights.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Listened to customers' questions and concerns to provide answers or responses.
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Provided customers with updates and periodic statements on service developments and changes in trends.
- Conducted surveys to determine customer opinion of products and services.
- Devised recommendations to streamline and simplify customer support system and improve response time.
- Utilized crisis management techniques to offer corrective solutions and maximize customer satisfaction.
- Assigned and designated job territories to customer care staff according to performance and history.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Trained and guided team members to maintain high productivity and performance metrics.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Reduced operational risks while organizing data to forecast performance trends.
Training and Implementation Manager
Wellcom Worldwide
04.2018 - 12.2019
- Researched and resolved barriers to successful system onboarding & implementation, improving support and issue resolution during Implementation, UAT and Roll out/Go-Live phases
- Oversaw implementation lifecycle processes based on organizational needs, regulatory requirements and customer demand with large FMCG and Gaming industry clients
- Documented processes to streamline setup, customisation and maintenance
- Collaborated with Operations Director and Implementation Specialists to cultivate resources and reference material for technical installation, troubleshooting and maintenance
- Led technology roadmapping, conducting research, development and installation according to deployment specifications
- Pulled from knowledge of technical industry and technological developments to drive IT deployments.
Customer Service Manager
ISN
11.2012 - 02.2018
- Resolved customer complaints while prioritizing customer satisfaction and loyalty within the SaaS Contractor Management industry
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
- Followed through with client requests to resolve problems
- Introduced higher standards for customer service and increased efficiency by streamlining operations
- Exceeded team goals and collaborated with staff members to implement customer service initiatives
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Conferred with sales teams and team leaders to communicate targets, boost revenue and improve promotional strategies
- Improved customer service initiatives by streamlining sales and order management processes
- Spearheaded customer satisfaction survey and analyzed results to make action plans.
Senior Customer Service Officer
Lumley Finance/Wesfarmers Insurance Premium Funding
11.2008 - 10.2012
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions regarding Insurance Premium Funding for Businesses
- Processed, scheduled and executed customer submissions for new and established customers through Insurance Brokers and Agents
- Researched and rapidly resolved client conflicts to maintain key accounts
- Engaged clients in person and over phone to answer questions and address complaints
- Maintained accurate and current customer account data with manual forms processing and digital information updates
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
Education
Business Management -
University of Texas
10.2015
Skills
- Employee Development, Growth and Education programs
- Service Delivery
- Quality Metric improvement (CSAT, NPS, CES)
- User Experience improvement program
- Workforce Planning
- Customer Account Management
- Collaborative Team Player
- Complex Issues Management
- Omni-Channel Support Delivery Models
- Customer Feedback/VOC Program
- Product Feedback program creation
- Call Volume and Quality Metrics
- Training Material Development
- Resource Planning & resource management
- Customer Retention Strategies
- Calm and Professional Under Pressure
- Support Workflow improvements
- Tracking and Documentation
- Customer Implementation & Onboarding Support
- Efficient and Detail-Oriented
- Building Customer Trust and Loyalty
- Feedback Delivery
- Trend detection and analysis
- Data Analysis
- KPI Tracking
- Business Forecasting
- Customer Service Management
- Quality Assurance
- Resource Allocation
- Performance Improvement
- Customer Retention
- Revenue Generation
- Employee Development
- Effective leader
- Organizational Structuring
- Client Account Management
References
Upon Request
Timeline
Head of Customer Support
Employment Hero
01.2020 - Current
Training and Implementation Manager
Wellcom Worldwide
04.2018 - 12.2019
Customer Service Manager
ISN
11.2012 - 02.2018
Senior Customer Service Officer
Lumley Finance/Wesfarmers Insurance Premium Funding
11.2008 - 10.2012
Business Management -
University of Texas
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