Customer Service Client Relations

MEGHAN PALMER

Utica, NY ***** H: 315-***-**** C: +1-315-***-**** **************@*****.*** WWW: Bold Profile Customer service professional equipped with strong background in client relations and problem-solving. Skilled in active listening, effective communication, and conflict resolution to ensure customer satisfaction. Known for strong team collaboration, adaptability, and reliability in meeting evolving demands. Consistently delivers results through empathy, patience, and solutions-focused approach.

• Customer segmentation

• Persuasion techniques

• Multitasking and organization

• Active listening

• Adaptability and flexibility

• Verbal and written communication

• Problem resolution

• Task prioritization

• Technical troubleshooting

• Appointment scheduling

• Documentation and reporting

• Payment processing

• Cultural awareness

• Billing coordination

• Brand representation

• Product education

• SAP Training

Senior Customer Care Advocate, 10/2021 - 01/2023

MetLife

Managed a high volume of incoming calls approximately 60-80 incoming calls per 8 hour shift from customers seeking assistance or responding to verify information had been received on their STD LTD or FMLA Claims.

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Collaborated with cross-functional teams including being my teams liaison for correspondence to case management for escalated calls that require one call resolution

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Managed a high volume of incoming calls, emails, and live chats from customers seeking assistance or information

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Effectively communicated product information, policies, and procedures to customers to address their concerns and provide accurate solutions

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PROFESSIONAL SUMMARY

SKILLS

WORK HISTORY

Maintained a high level of professionalism and empathy while interacting with customers to ensure their satisfaction

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Provided exceptional customer service and support to resolve inquiries, complaints, and issues in a timely manner

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Greatest accomplishment was serving our employees with empathy and in turn was awarded four weeks in a row with most improved based on the metrics that are designed to ensure each call is handled within MetLife high standards and metrics system.

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Participated in ongoing training opportunities to expand skillset and stay current on best practices for delivering superior support.

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• Maintained high levels of customer retention with proactive outreach initiatives.

• Stayed up to date with all SAP training

Administrative Assistant, 11/2010 - 05/2022

Colgate University – Hamilton, NY

• Maintained office supplies inventory by anticipating needs and placing orders in a timely manner Created efficient filing systems both electronically and physically to ensure easy retrieval of important documents

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Provided administrative support during board meetings including preparing meeting agendas/materials, distributing minutes, and following up on action items

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Ensured accurate record-keeping with diligent data entry and database management for vital company information.

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Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.

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Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.

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Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.

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Supported recruitment processes, scheduling interviews and communicating with applicants to improve hiring timelines.

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Addressed IT issues by coordinating with tech support, minimizing downtime and maintaining operational efficiency.

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• Assisted in preparation of financial reports, gathering data that contributed to budgeting accuracy. Residential Counselor, 08/2015 - 10/2017

SpringBrook Assisted Living – Various Locations

Assisted individuals with daily living activities, including meal preparation, medication management, and personal hygiene

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• Implemented individualized care plans to meet the unique needs and goals of each resident

• Maintained a safe and supportive living environment, promoting emotional and physical well-being Developed and implemented behavior intervention plans (BIPs) to address challenging behaviors and promote positive outcomes

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• Administered and documented medication as prescribed, ensuring compliance with medication protocols Collaborated with a multidisciplinary team, including therapists, social workers, and healthcare professionals, to provide comprehensive care

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• Participated in crisis intervention and de-escalation, ensuring the safety of residents and staff

• Monitored and documented resident progress and behaviors, maintaining accurate and confidential records

• Assisted residents in setting and achieving personal goals related to independence and life skills Provided emotional support and encouragement to residents, fostering a sense of belonging and empowerment

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• Ensured that the physical environment of the residence met safety and sanitation standards

• Assisted with meal planning, grocery shopping, and preparation of nutritious meals

• Provided transportation for residents to medical appointments, social outings, and other activities

• Collaborated with families and guardians to share information and provide support

• Participated in staff meetings, training sessions, and professional development activities

• Maintained a compassionate and empathetic approach to resident care, building trust and rapport

• Advocated for the rights and needs of residents, ensuring their voices were heard and respected

• Reduced behavioral incidents by employing de-escalation techniques and maintaining a calm environment. Developed strong rapport with residents through empathetic listening and compassionate communication strategies.

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• Monitored and documented client progress toward meeting goals and objectives. Provided guidance to new Residential Counselors during their onboarding process, supporting successful integration into the team environment.

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Repair Technician, 05/2011 - 05/2012

Frontier Communications formerly Verizon Communications – Sherburne, New York

• Managing inventory, Via excel spreadsheets, Microsoft Word, Adobe, and Publisher Supervised and trained a number of working students within my department and other employees in my department on second shift

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• Outbound calls to insure customer satisfaction and survey implementation for field technicians.

• Worked on several small projects for other departments for dispatch and circuit dispatch.

• Utilized variety of tools and diagnostic equipment to complete repairs.

• Increased repair success rates, utilizing advanced troubleshooting techniques and tools. Product Support Marketing Lead, 06/2005 - 07/2009

Golden Artist Colors – New Berlin, NY

Duties: reporting Position included duties such as; answering phones, creating work orders, adjusting work orders and closing work orders; via Adonix Systems, Excel, Word and power point advance user required as part of this position.

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The process of Work Order creation and maintenance was an essential part of my position at Golden Artist; as the industrial part of Golden Artist was dependent upon the accuracy of our work orders to function as a whole

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Other Duties included; managing inventory, using excel spreadsheets, Microsoft Word, Adobe, and Publisher

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• I also trained & supervise a number of working students within my department

• Self-motivated, with a strong sense of personal responsibility.

• Worked effectively in fast-paced environments.

• Skilled at working independently and collaboratively in a team environment.

• Proven ability to learn quickly and adapt to new situations.

• Demonstrated respect, friendliness and willingness to help wherever needed.

• Assisted with day-to-day operations, working efficiently and productively with all team members.

• Worked flexible hours across night, weekend, and holiday shifts.

• Organized and detail-oriented with a strong work ethic.

• Paid attention to detail while completing assignments. Bachelor of Science: Applied Psychology, 08/2026

Suny Institute of Technology - Marcy, NY

• Member of [Sigma Omega Epsilon]

• Major in Applied Psychology minor in Anthropology

• Maintained GPA over 3.5 at all times current GPA 3.78 Associate of Applied Science: Social Science Liberal Arts & Humananities, 08/2009 Morrisville State College - Morrisville, NY

• Member of Sigma Omega Epsilon

• Deans List GPA 3.78

• Minor in Anthropology

• Major in Social Science Liberal Arts & Humanities

• Awarded Deans List Graduating Semester

• Continuing education in Psychology minor in Anthropology

• Member of Sigma Omega Epsilon

EDUCATION

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