Melissa

- Managed and coached a team of 10 representatives, overseeing performance tracking and training.

- Developed and led training programs that improved team efficiency by 15%.

- Served as an operations lead, ensuring a seamless merchant banking workflow and compliance.

- Provided floor support and training on KPIs and call quality standards to the team of 10

representatives.

- Acted as a subject matter expert, delivering timely and accurate support to merchant banking clients.

- Managed inbound and outbound communication for merchant banking clients, including cold calling

and appointment setting

- Delivered both technical and administrative leadership assistance for support operations across

multiple channels.

- Developed and established escalation procedures, resulting in a 25% drop in unresolved customer

issues.

- Facilitated team coordination, promoting effective task assignment and workload distribution.

- Offered technical support through phone, chat, and email, diagnosing and addressing issues

promptly.

- Played a key role in achieving a 25% decrease in customer escalations by enhancing team

collaboration and resolving issues efficiently.

- Maintained high service delivery standards, contributing to increased customer satisfaction rates.

- Assisted in upselling support plans and service extensions through persuasive communication

- Directed client intake assessments, case management, and follow-up procedures.

- Developed and implemented treatment planning workflows, increasing service efficiency by 45%.

- Managed appointment scheduling, outreach programs, and administrative support operations.

- Designed client treatment plans, improving service delivery efficiency by 45%

- Initiate outreach and missed appointment procedures, as necessary

- Conducted administrative tasks which included sending emails to clients, setting appointment and

doing follow-ups.

- Managed client accounts while overseeing content review, editing workflows, and quality control.

- Implemented process improvements that increased response times and customer retention.

- Refined customer stories for publication.

- Resolved customer issues, consistently maintaining a 95% satisfaction rate

- Moderated user interactions, ensuring a positive online environment.

- Actively supported clients with troubleshooting and resolution.