Megan Callahan
@megancallahan
Customer service and IT troubleshooting specialist with 9+ years resolving complex issues and protecting identities.
United StatesWhat I'm looking for
I’m a results-driven customer service and technical support professional with 9+ years in high-volume call center environments. I specialize in IT troubleshooting, identity verification, insurance support, sales, and banking support—resolving complex technical and account issues while meeting performance metrics.
In my current role at ID.me, I handle 100+ daily customer interactions across phone, chat, and email, troubleshoot login and system issues, and perform secure identity verification to prevent fraud. I also maintain accurate CRM documentation and drive retention and sales through clear recommendations and de-escalation.
Experience
Work history, roles, and key accomplishments
Customer Service & Tech Support
ID.me
Jun 2025 - Present (1 year 1 month)
Handled 100+ daily customer interactions via phone, chat, and email while troubleshooting login, connectivity, and system issues. Performed secure identity verification to prevent fraud, recommended solutions/services to support retention and sales, and maintained accurate CRM documentation while meeting KPIs.
Insurance & Verification Support Rep
C3
Sep 2023 - Jun 2025 (1 year 9 months)
Managed high-volume insurance-related calls covering claims, billing, and policies while conducting identity verification per compliance standards. Resolved complex customer issues, educated customers on appropriate services, and helped improve first-call resolution while reducing repeat calls.
Banking Customer Service Representative
Sites
Jan 2020 - Aug 2023 (3 years 7 months)
Assisted customers with account inquiries, transactions, and online banking support while handling sensitive financial information in compliance with security standards. Completed identity verification and fraud detection, resolved deposit/withdrawal/transfer and debit/credit card issues, educated customers on banking products, and identified cross-sell opportunities.
Education
Degrees, certifications, and relevant coursework
Northwest Career College
Certification, Medical assisting and phlebotomy (CCMA & CPT)
Completed CCMA and CPT certifications at Northwest Career College in Las Vegas, NV.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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