Meghan Knopp
Chandler
Summary
Swiss Army Knife ready to jump in and do the hard work. Support day-to-day operations with expertise in identifying areas of improvement and effectively communicating with key stakeholders to get things done. Well-versed in creating top-down processes. Always seeking feedback and asking "How can I do more to help the customer?"
Overview
8
8
years of professional experience
Work History
Experience Advocate (flex)
Opendoor
09.2023 - Current
- Assisted internal and external customers in navigating our processes and procedures to resolve issues, understand product offerings, and set expectations.
- Developed strong product knowledge across all areas of Opendoor to provide informed recommendations based on individual customer needs.
- Provided coaching and mentoring to new hires and peers, contributing to their successful integration into the team.
- Handled escalated calls and follow ups efficiently, finding satisfactory resolutions for both customers and the company alike.
Seller Experience Partner (Exclusive Offers)
Opendoor
06.2023 - 09.2023
- Ran matchmaking pilot to understand Product Market Fit through different customer outreach iterations, and increased customer response rate and interaction with the Exclusives product by 18% over 6 weeks.
- Created call scripts for outbound contact with customers to aid in gathering relevant information and feedback to be used to improve internal processes and product offerings.
- Consistently met or exceeded on deliverables providing weekly reports to leadership on the pilot's success rates and findings utilizing Sheets formulas to collate data.
Customer Experience Partner III (Cash Offers)
Opendoor
03.2023 - 06.2023
- Received L3 promotion during annual review.
- Prepared and distributed comprehensive SOT companywide covering all aspects of the product offerings, internal procedures, and GTM documents related the Cash Offers program.
- Worked with interdepartmental teams including legal to ensure the successful closing of transactions for long DOM properties.
- Reduced transaction fallthrough rate by 300% from acquisition to resale.
- Independently facilitated the successful acquisition and resale transactions of the final 35 properties to come through the Cash Offers funnel - bringing the total number of Cash Offers transactions closed to well over 1,000 over the course of 18 months until the program was sunset.
Customer Experience Partner II (Cash Offers)
Opendoor
03.2022 - 03.2023
- Received L2 promotion during annual review.
- Acted as interim manager during direct manager's absence, handling escalations, approving repairs and work orders to [financial] adjustments with contracts, and supporting team in day-to-day activities.
- Collaborated with cross-functional teams to develop scalable infrastructure for Cash Offers program (formerly Opendoor Backed Offers).
- Identified flaw in acquisition process for Cash Offers transactions leading to incorporation of the BRN team to flag major repairs or potential issues with a property that aided in preventing unnecessary fallthroughs, reduced subsidy given per property, and increased customer satisfaction overall.
- Drafted and delivered MBRs to key stakeholders detailing the health of the program,
Customer Experience Partner (Cash Offers)
Opendoor
09.2021 - 03.2022
- Drafted and implemented SOPs and facilitated all training sessions to onboard new hires to ensure successful integration onto the team.
- Developed a deeper knowledge of the real estate industry, title + escrow processes, internal tooling and systems used, and honed in on my effective communication skills (written and verbal).
- Drafted and implemented email templates to track customers progress in the resale closing process to ensure program agreement deadlines were met.
- Appointed as team lead and SME for all things Cash Offers related, and utilized as team resource in manager absence.
Customer Experience Partner
Opendoor
02.2021 - 09.2021
- Gained initial knowledge of real estate industry.
- Became a mentor in June 2021, and began assisting with peer shadowing and coaching new hires.
- Closed 300 acquisition transaction before being pulled for pilot, and was ranked number 2 in S&S org for overall metrics.
- Consistently met and exceeded metrics for SLAs, contracts, and coverage.
Licensed Insurance Agent
Liberty Mutual
03.2019 - 03.2021
- Improved client satisfaction by providing tailored insurance solutions and exceptional customer service.
- Increased policy sales by conducting thorough needs assessments and presenting suitable coverage options..
- Enhanced agency reputation through consistent provision of accurate, timely, and knowledgeable advice on insurance policies and regulations.
- Retained existing clientele by regularly reviewing their policies and recommending adjustments as needed to maintain optimal coverage.
Licensed Claims Adjuster
State Farm
08.2016 - 03.2019
- Increased customer satisfaction by efficiently resolving claim disputes and providing timely updates on claim status ensuring all state regulation deadlines were met.
- Developed deep knowledge of strict state regulatory guidelines, and obtained 18 licenses to handle claims in all states.
- Reduced claim processing time with thorough investigation and accurate documentation of claim details.
- Drafted and implemented companywide training materials to improve employee adoption of processes.
Education
Associate of Arts - General Education
Mesa Community College
Mesa05.2013
Skills
- Policy and Process Development
- Attention to Detail
- Multitasking, Time Management and Organization
- Relationship Building and Anticipating Customer Needs
- Training Development, Implementation, and Mentoring
- Research and Data Analysis
Timeline
Experience Advocate (flex)
Opendoor
09.2023 - Current
Seller Experience Partner (Exclusive Offers)
Opendoor
06.2023 - 09.2023
Customer Experience Partner III (Cash Offers)
Opendoor
03.2023 - 06.2023
Customer Experience Partner II (Cash Offers)
Opendoor
03.2022 - 03.2023
Customer Experience Partner (Cash Offers)
Opendoor
09.2021 - 03.2022
Customer Experience Partner
Opendoor
02.2021 - 09.2021
Licensed Insurance Agent
Liberty Mutual
03.2019 - 03.2021
Licensed Claims Adjuster
State Farm
08.2016 - 03.2019
Associate of Arts - General Education
Mesa Community College
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