Melissa T.
Technical Product Support Specialist at Foresee Consulting - 4CTeam- Claim this Profile
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Bio
Credentials
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Agile User Experience Design and Research
LinkedInSep, 2023- Nov, 2024 -
Designing with the WCAG 2.2 Guidelines
LinkedInSep, 2023- Nov, 2024 -
A Beginner's Guide to Writing User Stories
LinkedInFeb, 2023- Nov, 2024 -
Application Programming Certificate
North Hennepin Community CollegeMay, 2015- Nov, 2024 -
Object Oriented Programming Certificate
North Hennepin Community CollegeMay, 2015- Nov, 2024 -
Essential Supervision
University of Minnesota -
Professional Project Manager (CPPM)
University of St. Thomas
Experience
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Foresee Consulting - 4CTeam
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United States
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Business Consulting and Services
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1 - 100 Employee
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Technical Product Support Specialist
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Aug 2020 - Present
In my current role, I prioritize and handle multiple projects and assignments for an innovative web-based software start-up in a fully remote environment. As the Technical Product Support lead, I am the primary point of escalation and assistance for our upcoming and established clients. Acting quickly to address issues, I work closely with external IT teams and internal team members to resolve complex requests in a timely manner. Additionally, I closely monitor projects by reporting the status of items to management and key stakeholders. As the Jira Service Desk administrator, I have streamlined our Support requests by integrating our email and Service Desk ticketing system together increasing collaboration cross-functionally with the Software Development and Product Teams. I work closely with our technology experts to create use cases for increased product testing and validation. As part of the software development lifecycle team, I organize the communication of new product releases, features, and functions. As a liaison between the implementation team, the client, and our technical team, I work closely with customers and internal users to answer questions, resolve issues, and gather feedback and enhancement suggestions. As a resource for the Product Manager, I articulate the customer business cases and needs for existing and future product functions and services by creating entries directly into the product roadmap Backlog. Show less
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Coldwell Banker
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United States
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Real Estate
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700 & Above Employee
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Data Coordinator / Marketing Specialist
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Oct 2018 - Aug 2020
• Manage day-to-day operations of real estate office including listing and sales documentation. • Primary point of contact for clients and vendors. • Provide marketing support via the creation of print and digital assets. • Manage social media channels and tech support for busy real estate professional. • Moved from Contract position to Full Time Transaction Coordinator responsible for efficient and accurate entry of Real Estate Transaction Data. • Manage day-to-day operations of real estate office including listing and sales documentation. • Primary point of contact for clients and vendors. • Provide marketing support via the creation of print and digital assets. • Manage social media channels and tech support for busy real estate professional. • Moved from Contract position to Full Time Transaction Coordinator responsible for efficient and accurate entry of Real Estate Transaction Data.
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Stanley Black & Decker, Inc. (Kelly Services)
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Plymouth, MN
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Data Specialist
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Feb 2017 - Oct 2017
Implementation of new accounts into database. Handle data queries, report analysis and maintenance requests via multiple channels of communication including phone and electronic communication methods. Identified and implemented system and workflow process improvements. Skills: Database Queries. Data Entry. Microsoft Office Suite including Outlook, Word, Excel, Exchange, Access. Customer Service. Account Management. Implementation of new accounts into database. Handle data queries, report analysis and maintenance requests via multiple channels of communication including phone and electronic communication methods. Identified and implemented system and workflow process improvements. Skills: Database Queries. Data Entry. Microsoft Office Suite including Outlook, Word, Excel, Exchange, Access. Customer Service. Account Management.
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Treasure Bay Fabrics
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www.TreasureBayFabrics.com
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Owner-Operator
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Jun 2006 - Jun 2017
Built and maintained a profitable online e-commerce business specializing in quilting fabrics and trims. Responsible for all aspects of retail web store. Worked with manufacturers, vendors and distributors to source wholesale goods. Created all marketing materials, developed social media presence. Utilized search engine optimization and web analytics for product decisions. Managed inventory, accounting, product images, product descriptions. Provided fast, quality order fulfillment. Skills: Buying, Marketing, Social Media, SEO, Blog Content Writing, Wholesale, Vendors, Order fulfillment, Customer Service, Packaging, Shipping, Inventory Management. Show less
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Lundgren Realty Group
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St. Paul, MN
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Digital Marketing Specialist
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Sep 2014 - Sep 2016
Managed day-to-day operations of Real Estate office including completing real estate documentation. Maintained schedule and contact database for several real estate professionals. Updated and managed company website. Entered and updated listings in MLS. Provided marketing support via the creation of materials and via social media updates including the implementation of several new marketing channels. Skills: Microsoft Office, Adobe Creative Suite, MLS, Facebook, Twitter, Instagram, YouTube, Google analytics, WordPress. Show less
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Wells Fargo
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United States
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Financial Services
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700 & Above Employee
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Customer Service Supervisor
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Sep 2003 - Sep 2004
Managed day-to-day operations of inbound call center team. Exceeded standard sales and service levels. Directed, developed and motivated team members, built employee satisfaction and enhanced service to customers by providing on-going feedback to direct reports regarding key performance measurements. Provided monthly, quarterly and annual performance reviews. Handled escalated customer issues including phone calls, research and written communication. Created and implemented several recognition programs for employees. Led monthly team meetings and training. Key Achievements: Significantly exceeded key targets in team quality, operations and call center metrics. Proven ability to execute and drive improvements against stated goals. Coached team to achieve a strong revenue results utilizing targeted cross selling and team developed best practices. Acknowledged as a Team Player, awarded a peer nominated “Total Quality Service” Award Show less
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Liberty Online
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Mounds View, MN
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Implementation Project Manager / Website Account Manager
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Jan 2001 - Sep 2003
Key client contact for internet banking and digital products to financial institution clients. Exceeded business objectives by identifying products and services that enhanced customers needs. Devised specific marketing strategies to increase internet traffic to sites. Took complete ownership for the client experience leading product implementations and upgrades. Secured contract renewals. Assisted in creation and establishment of consistent workflow task list for projects and support. Key Achievements: Expanded product offerings with accounts, consistently up selling website and banking platforms. Implemented and upgraded over 80 client website projects. Demonstrated skill in organizing, leading and inspiring internal individuals in regards to customer focused satisfaction and service performance in a continually changing environment. Show less
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Express Scripts
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United States
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Hospitals and Health Care
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700 & Above Employee
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Account Manager / Customer Service Supervisor
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Jan 1996 - Jan 2000
Account Manager Primary point of contact for over 200 clients. Developed relationships by providing assistance, support and consultation on healthcare benefit options, enrollment, eligibility and plan changes. Resolved escalated individual member issues. Conducted strategic account reviews regularly to review service needs and usage trends. Coordinated with other departments in managing the client services component of system migrations and policy, procedure and product implementation projects. Participated in client health fairs, answering member questions and distributing materials. Key Achievements: Recognized and commended by upper management for ability to turn key at risk accounts around in under 60 days, retaining and growing influential accounts. Previous position: Customer Service Supervisor Worked closely with and managed team of Call Center Associates. Provided on-going coaching to team concerning call quality, attendance, call center metrics and goal setting. Interviewed, selected and trained select team of Client Support Associates. Researched and resolved escalated customer issues. Key Achievements: Led team of peers in creation of a singular weekly coaching document for providing clear, concise and easy to understand metrics and ratings for the Call Center Associates. Essential in initial development of internal online reference system in order to share processes and procedures real-time across all call center sites. Drove change and innovation through continually seeking innovative solutions to challenges in a period of rapid customer and servicing expansion. Show less
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Education
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2016 - 2019
Metropolitan State University
Bachelor of Science - BS, Business Administration and Management, Management of Information Systems -
2012 - 2015
North Hennepin Community College
Associate of Science (A.S.), Computer Science -
2004 - 2004
University of St. Thomas
Certificate, Professional Project Manager (CPPM) -
2000 - 2000
University of Minnesota-Twin Cities
Certificate, Essential Supervision -
1989 - 1990
Lewis and Clark College
Liberal Arts and Sciences, General Studies and Humanities
Community
