Megan Christopher
Franklin
Summary
Accomplished sales and customer service leader with over 15 years of successful client services, management and leadership experience, B2B sales strategy development and execution. Dedicated to establishing high-performing teams, and cultivating beneficial customer relationships through continuous improvement and strategic initiatives. Passionate about the customer experience from beginning to end of the customer journey.
Overview
17
17
years of professional experience
Work History
Assistant Vice President, Service and Sales
AGIA
09.2022 - Current
- Develop and continually improve the strategy related to retention and customer experience including member education and service utilization
- Analyze current processes and procedures to create and improve efficiencies utilizing CRM automations
- Develop and maintain member online community for self-service including contact and address updates
- Conduct value/irritant matrix and SWOT analyses to identify areas of improvement and drive strategy based on results
- Strategize ways to improve benefits to our members and enhance CX, including continuous improvement of the onboarding process
- Develop, oversee, and refine sales strategy in conjunction with annual marketing strategy
- Develop sales content including emails and sales messaging
- Responsible for net growth of Trust through enrolling new members and retaining current members
- Track and report to UST’s Board of Trustees both enrollment and attrition results including KPI’s
Director of Customer Success
AGIA
01.2022 - 08.2022
- Created and maintained cross-functional production calendar to ensure clear communication between account management and accounting team and ensure all deadlines are met
- Maintained survey to gauge CSAT and NPS satisfaction among members
- Identified areas of improvement based on responses
- Maintained onboarding and off-boarding survey to ensure smooth transition
- Worked closely with marketing team to develop member specific communication to create ongoing education for our members
- Developed Account Specialists to be able to identify ways to grow the program through referrals or related accounts
- Worked closely with Finance to improve efficiencies and communication across the team
- Reported KPI’s to Executive team and Board of Trustees
- Developed member specific content such as weekly webinars, overview presentations, and member visit presentations
- Acted as liaison between other service providers
Manager/Senior Manager
AGIA
01.2017 - 12.2021
- Provided training, oversight, and direction for the UST Account Specialists to ensure position expectations were met
- Assisted in the development of and oversaw the implementation of UST customer service and retention strategies and policies
- Managed employee performance and documented performance concerns as needed
- Managed attrition and member benefit utilization efforts and ensured annual attrition and utilization goals were met
- Maintained weekly Account Management metrics and meet with management to determine strategic initiatives
- Managed retention efforts by directing Account Specialists to respond to all termination inquiries by offering other program solutions
- Created monthly and quarterly account statements for mail merge
- Worked closely with finance team to implement new ACH billing procedures
- Conducted weekly webinars to members to provide overview of our programs and demos of our HR platform
- Managed 250+ accounts by monitoring unemployment claims and solvency of reserve account
- Presented financial recommendations from ad-hoc reviews to Executive Director for approval
- Traveled for in-person client meetings where account and program are discussed at length
Account Specialist/Sr. Account Specialist
AGIA
02.2013 - 12.2018
- Acted as the first level of escalation for Customer Service Reps/Account Specialists on all member issues
- Trained and on-boarded new associates to ensure their full understanding of the UST program
- Assisted Manager in development of associates to improve quality and achieve high performance levels
- Responded to all termination inquiries, provided initial efforts of retention and determined when second level escalation was appropriate
- Leveraged relationships with members to identify opportunities to organically grow the program by enrolling related or referred non-profits
- Managed 450+ accounts by monitoring unemployment claims and solvency of reserve account
- Made financial recommendations to members based on ad-hoc reviews of historical claims
- Distributed quarterly account statements via mail merge
- Conducted quarterly collection calls to members with past due balances
- Traveled, along with Manager, for in-person client meetings for executive review
- Provided customer service and answered questions to all members and adequately explained the benefits of UST membership
- Maintained contact information is ADAPT Customer Relations Management (CRM) System for 1,000+ member organizations
- Proactively reached out to members to discuss available refunds due to favorable unemployment claims experience
- Worked with Manager to enroll new members through related or affiliated nonprofits
Branch Operations Manager
Robert Half International
08.2007 - 10.2012
Education
Bachelor of Science - Human Development And Family Studies
University of Connecticut
Storrs, CT05.2004
Skills
- Customer Focus
- Team Management
- Presentation Skills
- Strong Written/Oral Communication
- Go-To-Meeting/Webinar/Microsoft Teams/Zoom
- Salesforce
- Data Analysis
- MS Office Suite
- SurveyMonkey/GetFeedback
- Budgeting
- B2B Strategy Development
- Database Management
- Goals and Performance
- Customer Implementation
- Sales Team Leadership
- Sales Performance Analysis
- Account Management Strategy
- Project Management
- Customer Needs Assessments
- Interpersonal Communication Skills
Accomplishments
- Achieved less than 1% attrition YoY
- Achieved increased YoY member benefit utilization by introducing Salesforce and revamping strategy
- Created Onboarding Campaigns for new members to streamline handoff between sales and customer service
- Created On-Demand videos to drive member adoption
- Created satisfaction survey to receive real-time responses
- Created onboarding and offboarding survey to identify areas of improvement
- Successfully led the Salesforce Implementation and subsequent upgrades, including integration with Great Plains.
- Successfully implemented new survey tool – GetFeedback - which integrates with CRM
- Responsible for over 2,200 non-profit members while maintaining +85 NPS.
Timeline
Assistant Vice President, Service and Sales
AGIA
09.2022 - Current
Director of Customer Success
AGIA
01.2022 - 08.2022
Manager/Senior Manager
AGIA
01.2017 - 12.2021
Account Specialist/Sr. Account Specialist
AGIA
02.2013 - 12.2018
Branch Operations Manager
Robert Half International
08.2007 - 10.2012
Bachelor of Science - Human Development And Family Studies
University of Connecticut
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