melissa fornino

* Managed support team at outsourced call center (phone, email, and live chat sessions) * Served as single point of contact for international support team escalations * Liaised between customers and product development team * Established "Voice of the Customer" initiative to help product development and out-of-box experience * Organized and managed product alpha and beta testing * Implemented onboarding and training SOP * Developed weekly reporting and trends analysis; made recommendations to management to initiate procedural changes * Handled Level 3 technical and customer satisfaction escalation calls * Created and maintained both design and content of web-based self-service support * Implemented and achieved inbound and customer-handling procedures and team goals * Emails responded to within one business day * Calls answered within 30 seconds with an abandonment rate of less than 5% * Chat sessions acknowledged within 30 seconds * First contact resolution rate of over 88%

* Implemented new processes to increase productivity and decrease time spent on data entry * Created detailed SOP documentation for shipping/receiving * Implemented new processes to monitor and proactively increase customer retention and cross-selling success

* Maintained and updated databases: issue tracker, inventory, and knowledge base * Implemented document processing system for creation of support training documentation * Collaborated across teams to mitigate time-sensitive support issues

* Administrative duties: payroll processing and transaction tracking documents * Implemented low-voltage portions of deployment project work * Installed A/V infrastructure and interactive displays, including network cables and devices * Advised customers and colleagues on technical and technological issues and concerns

74 Credits Completed Towards Computer Science Degree."]