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Meghan Gallagher

@meghangallagher

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I'm a Support Operations Lead based in Chicago. I have over 7 years working in Customer Support.

United States

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What I'm looking for

I'm looking for a role that challenges me every day and keeps my mind stimulated. It's important for me that I also find a company that embraces remote work, flexibility, and a worthy cause to support.

With my background in finance and multiple industries, I bring a unique perspective using analytics and adaptability to any support team.

✨ Recent Job Highlights
- Onboarded a 3-person Tier 1 team with a new customer-journey focused training, resulting in an 43% reduction in first response time.
- Developed a new internal knowledge base in Notion to facilitate information sharing and empower the support team.
- Created a new project management dashboard for the Operations teams in Notion.

💪 Super Powers
- I live, breathe, and eat Notion for all aspects in my professional and personal life. Many have dubbed me the Notion Queen 👑
- I love using data to fill in the gaps for all hypotheses. I use support KPI data to help see the gaps in the customer experience. I also use programs like Amplitude to help validate a users’ story.

Experience

Customer Support Operations Lead

Whereby

Mar 2021 - Sep 2023 (2 years 6 months)

- Onboarded a 3-person Tier 1 team with a new customer-journey focused training, resulting in an 43% reduction in first response time.
- Analyzed a suite of support key performance indicators, driving data insights that lead to a 20% decrease in handle time and 33% decrease in resolution time.

Support Operations Process Building Technical Support Leadership

Customer Support Specialist

Whereby

Feb 2019 - Mar 2021 (2 years 1 month)

-Troubleshooted complex technical problems like camera and microphone permissions and WebRTC infrastructure in a way that was easy for users to understand and that kept users engaged.
-Championed advocacy for customers to project teams through storytelling with Amplitude data and direct feedback.

WebRTC Customer Support Amplitude Troubleshooting Customer Advocacy

Customer Support Manager

Kiss Me Organics

Jun 2017 - Sep 2018 (1 year 3 months)

-Built a foundation for the support department to enable growth by implementing new processes and a helpdesk, Helpscout.
-Collaborated with the production team to fix any product quality issues, resulting in improved Amazon customer ratings.

Ecommerce HubSpot Helpscout