Megan Griffis

As a Customer Experience Agent at Solace, I serve as a primary point of contact for patients and providers, ensuring a seamless experience across scheduling, eligibility, billing, and clinical coordination workflows. I manage high-volume inbound and outbound communications while navigating complex insurance, operational, and compliance-related processes.

My role requires cross-functional collaboration with Clinical, Operations, and Leadership teams to resolve escalations, submit and track CEIRs, coordinate manual payouts, and troubleshoot eligibility or documentation issues. I take ownership of cases from initial contact through resolution, ensuring clear documentation and consistent follow-up.

Beyond standard CX responsibilities, I have taken on leadership and mentorship functions within the department, including:

• Leading Slack-based support conversations and answering real-time agent questions
• Proofing and refining agent email communications to ensure professionalism and clarity
• Training and shadowing new hires to support onboarding and workflow mastery
• Contributing to internal knowledge sharing and process clarification
• Training and onboarding my manager, Amanda Licatatiso, on CX workflows and systems

I am known for strong written communication, composure during escalations, operational awareness, and a proactive approach to continuous improvement.

• Provide assistance to customers regarding debit card inquiries, card issues, and enrollment, ensuring a seamless experience
• Adhere to HIPAA regulations while assisting cardholders with sensitive information
• Utilize Skype and Microsoft Teams for effective communication with team members
• Offer support to government benefit recipients using the debit card service, addressing their questions and concerns with patience and clarity
• Maintain a friendly, empathetic, and professional demeanor, even in challenging situations, to ensure positive interactions with cardholders
• Uphold a calm and compassionate approach, regardless of the circumstances, ensuring all customers receive high-quality service

• Managed remote communications to maintain high customer satisfaction and efficient dispatching
• Coordinated with FedEx and UPS to enhance delivery timelines and service reliability
• Utilized Microsoft Excel and Google Workspace for effective project management and teamwork
• Leveraged Microsoft Excel, Skype, and Google Workspace to streamline projects, communication, and customer service, driving measurable improvements
• Fostered strong partnerships with major carriers like FedEx and UPS, ensuring seamless logistics and timely deliveries for clients
• Managed multi-channel customer interactions, resolving inquiries promptly and maintaining high satisfaction rates through meticulous follow-ups

• Cleaned homes with precision, earning high client satisfaction and frequent referrals
• Developed a loyal client base through exceptional service and attention to detail
• Ensured efficient cleaning processes, consistently receiving positive client feedback
• Managed client relationships effectively, resulting in repeat business and referrals
• Optimized cleaning processes, boosting efficiency and client satisfaction, leading to a substantial increase in referrals and repeat business
• Meticulously maintained cleanliness standards, consistently exceeding client expectations and fostering long-term relationships with a growing customer base
• Implemented eco-friendly cleaning solutions, reducing environmental impact while maintaining superior results, attracting environmentally conscious clients
• Coordinated with clients to tailor cleaning services, ensuring personalized care and enhancing overall customer experience and loyalty

• Led team to enhance customer satisfaction and maintain high service standards
• Maintained restaurant's cleanliness and organization, ensuring a welcoming environment
• Fostered strong relationships with staff, encouraging open communication and trust
• Managed financial transactions and bank deposits with precision
• Built rapport with regular customers, boosting loyalty and positive feedback
• Led team operations, fostering engagement and customer satisfaction
• Managed financial responsibilities and maintained high standards of cleanliness
• Cultivated strong relationships with staff, promoting open communication
• Ensured quality service, resulting in a loyal customer base
• Nurtured a positive work environment, encouraging team growth and development
• Addressed staff concerns promptly, fostering trust and loyalty
• Oversaw meticulous restaurant upkeep, ensuring compliance with health and safety standards
• Managed financial transactions with precision

• Oversaw night operations ensuring cleanliness and organization across all areas
• Managed financial transactions and end-of-day closing procedures
• Built strong relationships with owners and regular customers
• Fostered a positive team environment, enhancing employee satisfaction
• Streamlined processes, improving operational efficiency
• Led night shift operations, optimizing store cleanliness and cash management
• Fostered strong customer relationships, boosting regular clientele and team morale
• Orchestrated seamless evening closures while maintaining close partnerships with owners
• Cultivated a positive work environment, enhancing team performance and customer satisfaction
• Oversaw meticulous maintenance of store areas, ensuring impeccable presentation
• Managed financial transactions with precision, contributing to operational efficiency
• Implemented efficient closing procedures, streamlining nightly operations
• Developed strategies to improve store organization, elevating overall customer experience