Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Megan Osterberg

St. Bonifacius,MN

Summary


Professional leader with executive experience ready to drive impactful change. Proven ability to implement strategic initiatives and enhance operational performance. Valued for collaborative team leadership and adaptability to evolving business needs.

Overview

14
14
years of professional experience

Work History

Vice President of Customer Operations

MyPillow, Inc.
01.2022 - Current
  • Lead customer operations for a high-growth company, overseeing a team of 250+ staff members across multiple departments
  • Streamlined customer service processes, resulting in a 20% improvement in response time and a 15% increase in customer satisfaction
  • Managed operational budgets and implemented cost-saving measures, reducing operational expenses by 10% year-over-year
  • Spearheaded the adoption of new technologies that improved team efficiency, cutting task completion times by 25%
  • Collaborated with senior leadership to align customer service strategies with overall business objectives
  • Proficient in Zendesk, Microsoft 365 applications, FullStory and other SaaS.

Call Center Manager

MyPillow, Inc.
03.2016 - 01.2022
  • Advanced through multiple roles, gaining expertise in customer service, sales, team management, and quality assurance
  • Managed a team of 30+ customer service representatives, ensuring high levels of productivity and customer satisfaction
  • Successfully led call center operations, achieving a 98% service level agreement (SLA) compliance rate
  • Developed training programs that improved team performance and reduced turnover by 20%
  • Implemented quality assurance initiatives, resulting in a 15% improvement in call quality scores

Associate Team Leader

Whole Foods Market
03.2011 - 12.2013
  • Managed daily operations for Prepared Foods and Deli, including inventory management, staff supervision for 40+ team members, customer service and scheduling.
  • Collaborated with management team to create new and exciting menu items while enlarging our profit margins.
  • Enhanced our training program and organized team building activities.

Education

Some College (No Degree) -

Minnesota State University
Mankato, MN

Skills

  • Communication
  • Relationship building
  • Problem-solving
  • Training and mentoring
  • Critical thinking
  • Team leadership

Languages

English
Native or Bilingual

Timeline

Vice President of Customer Operations

MyPillow, Inc.
01.2022 - Current

Call Center Manager

MyPillow, Inc.
03.2016 - 01.2022

Associate Team Leader

Whole Foods Market
03.2011 - 12.2013

Some College (No Degree) -

Minnesota State University

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Megan Osterberg