Open to opportunities

Megan Murphy

@meganmurphy1

Retirement Specialist and metric-driven customer support professional specializing in benefits administration, compliance, and escalation resolution.

United States

Message

What I'm looking for

I’m looking for a retirement/benefits support role where I can own escalations, deliver metric-driven omnichannel service, and ensure compliance—helping participants with complex questions in a team that values accuracy, speed, and continuous improvement.

I’m a Retirement Specialist and customer support professional with over 10 years of experience delivering high-quality support in corporate call centers and remote environments. I combine strong participant communications with a proven ability to manage escalations, de-escalate concerns, and resolve complex inquiries quickly.

In my most recent role, I handled high-volume omnichannel support for Pension, Health and Welfare, and retiree benefits, including retirement configurations, direct deposits, contact changes, and Qualiﬁed Status Change (QSC) enrollments. I create and manage specialized research tickets, interpret technical Summary Plan Descriptions (SPDs), and educate participants clearly while maintaining strict compliance with regulatory guidelines and service-level agreements.

I also bring leadership experience from serving as an On-Floor Supervisor, managing escalations and providing technical support for web navigation issues. Earlier roles strengthened my operations and service foundation—supporting customers in high-volume environments, coordinating logistics, and managing financial workflows using tools like QuickBooks, plus front-office operations and customer follow-ups with Peachtree.

Experience

Work history, roles, and key accomplishments

Retirement Specialist

Alight Solutions

Nov 2021 - May 2026 (4 years 6 months)

Provided omnichannel retirement benefits support for pension, health and welfare, and retiree inquiries, processing configuration changes, direct deposits, contact updates, and QSC enrollments. Interpreted technical Summary Plan Descriptions to educate participants, managed complex research tickets, and supported escalations and web navigation issues as an on-floor supervisor.

Customer Support Escalation Management Retirement Benefits Administration Medicare & QSC Enrollment Ticketing Compliance Support Workday

Van Driver & Customer Care Support

Lake Charles Auto Auction

Aug 2017 - Nov 2021 (4 years 3 months)

Coordinated vehicle pick-up, delivery, and inventory scanning for auto dealer vehicles while maintaining accurate out-scanning of inventory. Assisted auction customers on the lot to locate purchased vehicles and supported day-to-day customer care.

Logistics Coordination Vehicle Pickup & Delivery Customer Care Customer Relations On Lot Support Scheduling

Office Manager / Receptionist

Porche Construction, Inc.

May 2016 - Aug 2017 (1 year 3 months)

Managed accounts payable, accounts receivable, and weekly payroll using QuickBooks. Handled incoming customer service inquiries and professional email correspondence, including securing building permitting.

Quickbooks Accounts Payable Accounts Receivable Payroll Customer Service Permitting

Customer Service & Building Ops Assistant

Reeds Metals

Jun 2015 - May 2016 (11 months)

Supported front-office operations by handling customer inquiries, coordinating reception duties, and scheduling building-related phase activities. Conducted customer follow-up calls and surveys to ensure service satisfaction using Peachtree.

Scheduling Quality Assurance Survey Peachtree

Administrative Assistant / Customer Service

Mallett Buildings

Aug 2014 - Jun 2015 (10 months)

Served as an ordering and purchasing specialist while planning building phase schedules. Executed company advertising initiatives and resolved incoming client calls and emails.

Purchasing Logistics Support Administrative Support Customer Service Phone Support Email Support Advertising Coordination

Customer Service Representative

Southwest Call Center

Feb 2011 - Jun 2014 (3 years 4 months)

Handled inbound calls and messaging services for a portfolio of 700+ companies in both office and remote workflows. Performed crisis dispatching, paged medical doctors, and routed critical faxes under tight timelines.

Call Center Operations Inbound Calls Messaging Crisis Dispatching Medical Paging Fax Routing Remote Coordination