Customer Support & Front Desk Coordinator

MEGHAN ELLIS

Phone: 518-***-**** E-Mail: **********@*****.***

Professional Summary

Dedicated and empathetic Customer Support Specialist with a proven ability to resolve complex customer issues while maintaining high satisfaction ratings.

Skilled in managing high-volume inquiries in fast-paced, remote environments using CRM and ticketing systems.

Adept at active listening, conflict resolution, and delivering clear, concise communication across multiple channels.

Committed to fostering positive customer relationships and contributing to team success through collaboration and continuous improvement.

Recognized for adaptability, problem-solving, and a customer-first mindset that drives loyalty and retention.

Computer: Microsoft Office (Word, Excel, PowerPoint, Outlook), DeLorme mapping software, Internet Explorer, MS Outlook

Office: Typing 60 WPM, data entry 8000 kspm,

Core Competencies

Customer Relationship Management (CRM)

Remote Support & Virtual Communication

Multichannel Support (Email, Chat, Phone, Social Media)

Ticketing Systems & Workflow Management

Troubleshooting & Issue Resolution

Knowledge Base & Self-Service Content Creation

Escalation Management

Service Level Agreement (SLA) Compliance

Process Improvement & Feedback Loop Integration

Technical Skills

CRM & Support Tools: Zendesk, Freshdesk, Salesforce Service Cloud, HubSpot Service Hub

Communication Platforms: Slack, Microsoft Teams, Zoom

Productivity Tools: Google Workspace, Microsoft Office Suite

Collaboration & Project Tools: Trello, Asana, Notion

Other Tools: LiveChat, Intercom, Help Scout

Soft Skills

Active Listening & Empathy

Clear Written & Verbal Communication

Patience & Emotional Intelligence

Time Management & Prioritization

Adaptability in Dynamic Environments

Analytical Thinking & Problem-Solving

Team Collaboration & Cross-Functional Coordination

WORK EXPERIENCE

Front Desk Coordinator New England Nanny GMT Payroll and HR Support 2005 – Present

Filled temper positions on and off since 2005

Greeted and assisted visitors, ensuring a professional and welcoming front desk environment.

Managed payroll processing for all staff, verifying timecards, resolving discrepancies, and ensuring timely submission.

Supported HR functions including onboarding, benefits enrollment, and maintaining personnel files.

Coordinated meeting schedules, travel arrangements, and conference room bookings for executives and staff.

Handled incoming calls, emails, and correspondence, routing inquiries to appropriate departments.

Maintained compliance with company policies and labor regulations, safeguarding confidential employee data.

Processed bi-weekly payroll and maintained accurate employee attendance records.

Assisted HR with recruitment logistics, interview scheduling, and candidate communications.

Managed office supply inventory, vendor relationships, and purchase orders.

Provided front-line customer service, resolving inquiries and escalating issues when necessary.

Prepared reports and maintained databases to support HR and finance teams.

TMC Operator / Temporary 02/2023 - 02/2024

WSP USA Administration Inc., Latham, NY

Responsible for Traffic Operations situational awareness, data entry and monitoring a designated region, district and roadway for normal and emergency conditions to identify incidents, coordinate response and update status for DOT and Consultant management in a 24/7/365 environment, using various software, CCTV and Intelligent Transportation Systems (ITS)

Monitoring traffic cameras installed along the road network. and declaring and responding to traffic incidents in a timely manner

Monitor the roadways and detect traffic incidents including abnormal traffic congestion on the DOT road network, employing CCTV cameras congestion information from state and commercial sources Google Traffic and Waze), and through close working relationships with operating partners (e.g. Police, DOT etc.)

To notify relevant DOT staff of any unauthorized road closure s detected or notified by internal/external agencies

Pro-actively monitor field equipment dashboards and software /hardware used in the TMC and report any deficiencies to appropriate DOT maintenance staff

Deploy signing plans on the DOT's VMS and DMS

Legal Intake Specialist (Law) 11/2022 - 01/2023

Tully Rinkey

Monitor, contact, report and track new case ealds while providing a superior customer service experience.

Active listening, multi-tasking, empathy, and setting clear expectations with an injured party

Follow up throughout shift with chase and opportunities status leads

Enter all incoming leads into Lead-Docket

Complete intake for new clients

Set up medical treatment or notify case manager where the client would like to treat

Assign new cases to case management

Update and maintain Medical Providers List

Mobile Billing Agent 4/2022 - 07/2022

Spectrum Mobile

Take calls for mobile billing department.

Assisting customers with all questions concerning mobile issues and service

Remote - Customer Service Agent 112018 - 7/2021

West Coast Services (WCS) Permits

Received permit applications via telephone, fax, and Internet

Input applications on state Internet application sites

Utilized my customer service and attention to detail skills.

CCR1 06/2015 - 11/2018

NYS Office of Children and Family Services Albany, NY

Responsible for taking calls for several NYS agencies and following the scripted information to come to a resolution for each call.

Responsible for making referrals to the customer agency on behalf of the caller within the specified parameters.

Assist with feedback to help make the guide better.

Utilization Management Representative 09/2014 - 06/2015

Anthem / Blue Cross/Blue Shield

Responsible for coordinating cases for precertification and prior authorization review.

Manages incoming calls, including triage, opening of cases, and authorizing sessions.

Responsible for the identification and data entry of referral requests into the UM system in accordance with the plan certificate.

Responds to telephone and written inquiries from clients, providers, and in-house departments.

Conducts clinical screening process.

Authorizes initial set of sessions to provider.

Checks benefits for facility-based treatment.

Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner.

Office Manager 04/2014 - 08/2014

Outpatient Wellness Center Castleton NY

Answering, scheduling patients for mental health

Supports company operations by maintaining office systems and supervising staff.

Working with insurance companies verifying and checking on individual patient’s’ insurance

EDUCATION

Associates Degree of Arts Major: Individual Studies Graduated: 2002

Hudson Valley Community College, Troy, NY 12180

Contact this candidate