Melissa Dennis
Customer Experience Team Lead at Solawave- Claim this Profile
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Spanish Elementary proficiency
Topline Score
Bio
Credentials
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Human Resources Foundations
LinkedInMay, 2022- Sep, 2024
Experience
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Solawave
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United States
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Wellness and Fitness Services
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1 - 100 Employee
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Customer Experience Team Lead
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Dec 2022 - Present
• Managed a team of over 15 global customer service agents across the US and Philippines supportingclient engagement, inquiries, and escalations for over 9,000 customers monthly• Oversaw the chargeback and dispute life cycle through investigation, customer communication, and case development leading to an 83% win rate and resolution• Maintained strong and effective relationships with clients and company leaders; evaluated feedback and recommended process improvements to enhance the customer experience• Collaborated with department heads by establishing and implementing a program linking direct feedback to their respective departments, including marketing, operations, technical support, and customer service• Proactively managed new projects and initiatives including the creation of new processes for Solawave’s Trade-In Program and specialist training• Developed decision trees to train agents on methods of resolution and processes for escalations to enhance the client experience and improve resolution time Show less
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Customer Experience Specialist
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Sep 2022 - Dec 2022
• Served as a point of contact for customer inquiries through clear communication with clients and internal stakeholders• Redefined the replacement process for a more timely, efficient customer experience leading to an improved CSAT by 8% within 4 months• Audited and developed macro library, global e-commerce sites, and SOPs to maintain accuracy andscalability
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START UP RECOVERY
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United States
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Wellness and Fitness Services
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1 - 100 Employee
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Residential Advisor
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Aug 2021 - Sep 2022
• Directed communication and client engagement for 3 facilities supporting recovering addicts while maintaining a high standard of client confidentiality and discreet care for over 15 clients at any time • Resolved client grievances and managed situations of severe distress, demonstrating advanced skills in conflict management, counseling, and mediation • Trained and guided new staff with innovative, empirical teaching styles resulting in higher levels of employment morale and information retention • Facilitated client meetings and worked with clinical teams to foster individualized recovery plans Show less
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Monarch Wealth & Retirement Strategies
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United States
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Financial Services
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1 - 100 Employee
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Executive Assistant to Chief Executive Officer
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Sep 2018 - May 2021
• Supported executive leadership with administrative duties for assets worth over $150 MM while creating, processing, and maintaining investment accounts • Managed vendor and 400+ client relationships, and served as a bridge of communication between them and the executive leaders • Leveraged my position as EA under Shawn to facilitate the seamless collection of financial information from clients to help build their portfolio • Maintained compliance with FINRA regulations and other regulatory agencies • Conducted quarterly and as-needed audits over annuity purchases and other processes • Supported with general office management duties including scheduling meetings, answering phones, taking messages, managing and organizing emails, and calendar management • Assisted with the planning and execution of special projects, initiatives, and research while developing, updating, and maintaining filing systems • Coordinated travel arrangements, including airline, hotel, and transportation bookings; processed expense reports Show less
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Austin Community College
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United States
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Higher Education
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700 & Above Employee
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Supplemental Instruction Leader
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Jan 2018 - May 2018
• Designed and implemented a successful bi-weekly training program for students with a focus on exam preparation • Designed and implemented a successful bi-weekly training program for students with a focus on exam preparation
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US Navy
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United States
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Armed Forces
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700 & Above Employee
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Human Resources Supervisor
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Dec 2014 - Oct 2016
• Mentored 23 junior personnel on the rules and regulations of pay entitlements and new HR protocols• Spearheaded efforts in maintaining interdepartmental relations while cross-training among specialties• Worked directly with HR partners and C-suite level executives to strategize and execute HR initiatives
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Human Resources Specialist
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Jun 2012 - Dec 2014
• Developed streamlined processes for personnel transfers, leave, and payroll in a fast-paced and changing environment• Earned the Enlisted Service Warfare Specialist certification through understanding and expertise of shipmanagement and compliance to pass the Final Contract Trials/deployment of a ship• Resolved all HR-related inquiries, including leave administration issues and payroll discrepancies• Managed office administrative and logistics functions under a fixed budget, without any budgetarydiscrepancies Show less
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Education
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2018 - 2022
Pepperdine University
Bachelor of Arts - BA, Psychology -
2017 - 2018
Austin Community College
Business Administration and Management, General, GPA: 4.0/4.0
Community
