Mellissa Ciavarella
Customer Success Team Leader (Support) at Total Synergy- Claim this Profile
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Topline Score
Bio
Nathan Crettenden
Mellissa was my contact point for escalation of any issues from a customer support perspective, and was always reliable in this role. As one of the larger, uniquely complex customers using the platform, we would no doubt be responsible more some of the more 'interesting' support tickets. Mellissa was fantastic in providing and overseeing that assistance to us personally, and from her team. She understood our position and nothing was ever too difficult.
Lindsey Guest
Mellissa is an outstanding leader with her positive attitude and ability to motivate not only those directly in her team but everyone around her. She is an amazing support to her team and the wider business through her extensive product and business knowledge. Her customer service is second to none as she has the ability to delight customers through every transaction. I hope I get the pleasure of working with her again in future.
Nathan Crettenden
Mellissa was my contact point for escalation of any issues from a customer support perspective, and was always reliable in this role. As one of the larger, uniquely complex customers using the platform, we would no doubt be responsible more some of the more 'interesting' support tickets. Mellissa was fantastic in providing and overseeing that assistance to us personally, and from her team. She understood our position and nothing was ever too difficult.
Lindsey Guest
Mellissa is an outstanding leader with her positive attitude and ability to motivate not only those directly in her team but everyone around her. She is an amazing support to her team and the wider business through her extensive product and business knowledge. Her customer service is second to none as she has the ability to delight customers through every transaction. I hope I get the pleasure of working with her again in future.
Nathan Crettenden
Mellissa was my contact point for escalation of any issues from a customer support perspective, and was always reliable in this role. As one of the larger, uniquely complex customers using the platform, we would no doubt be responsible more some of the more 'interesting' support tickets. Mellissa was fantastic in providing and overseeing that assistance to us personally, and from her team. She understood our position and nothing was ever too difficult.
Lindsey Guest
Mellissa is an outstanding leader with her positive attitude and ability to motivate not only those directly in her team but everyone around her. She is an amazing support to her team and the wider business through her extensive product and business knowledge. Her customer service is second to none as she has the ability to delight customers through every transaction. I hope I get the pleasure of working with her again in future.
Nathan Crettenden
Mellissa was my contact point for escalation of any issues from a customer support perspective, and was always reliable in this role. As one of the larger, uniquely complex customers using the platform, we would no doubt be responsible more some of the more 'interesting' support tickets. Mellissa was fantastic in providing and overseeing that assistance to us personally, and from her team. She understood our position and nothing was ever too difficult.
Lindsey Guest
Mellissa is an outstanding leader with her positive attitude and ability to motivate not only those directly in her team but everyone around her. She is an amazing support to her team and the wider business through her extensive product and business knowledge. Her customer service is second to none as she has the ability to delight customers through every transaction. I hope I get the pleasure of working with her again in future.
Credentials
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Duolingo Italian Fluency: Elementary (Estimated)
DuolingoSep, 2015- Nov, 2024 -
Duolingo Italian Fluency: Elementary (Estimated)
DuolingoSep, 2015- Nov, 2024
Experience
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Total Synergy
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Australia
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Software Development
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1 - 100 Employee
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Customer Success Team Leader (Support)
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Aug 2021 - Present
Total Synergy exists to give more time to the designers of our world. #MoreTimeForDesign We’re entirely focused on helping architecture, engineering and construction design people (AEC) deliver projects and make business life easier. This dedicated, industry-specific focus (since 1999) enables us to innovate for the evolving needs of our 16,000+ customers around the world. We make Synergy — cloud business and project management software. Synergy is built in-house in Australia using the latest cloud technologies and agile development. This allows us to deliver software with a single focus for our customers, fast. We are proud and passionate tech people that happily work in the background to make business life easier for our customers. Think of us as a wingman to AEC design businesses — someone who’s got your back in the business of designing the built environment. #SynergyWingman Total Synergy focuses on creating an engaging and fun working environment with a diverse bunch of people united by core values — respect, integrity and care (we call them RIC). #RICroll #TeamTotalSynergy We support our global customers across time zones with offices in Sydney, Australia, and London, UK and will open in North America soon.
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Clinic to Cloud
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Australia
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Software Development
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1 - 100 Employee
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Customer Support Team Lead
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Oct 2019 - Aug 2021
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Customer Concierge - Technical Support Agent
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Apr 2018 - Oct 2019
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CHANNEL SALES MANAGER, ANZ
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Sep 2016 - Apr 2018
Manage inbound new deals & renewal deals through channelExecute Quotes & ordersMonitor open orders & associated issue resolutionUpdate data quality corrections related to proper assignment to partner accounts, deal registration; and lead trackingExecute partner programs, incentives, and promotions with key and strategic partnersDevelop sales reports and process documents
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B2C SERVICE MANAGER - TECHNICAL SUPPORT
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Oct 2014 - Sep 2016
Team Leader of our consumer technical support team, offering support, advice, and training;Handle escalations; working with Head of ANZ Head of support; ensuring customer satisfaction standards are held at a high level; Work with dev team for localization of software; keeping up to date on new software releases, patch releases etc; working with other teams such as marketing; offering support to both internal and external clients.
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TECHNICAL SUPPORT ENGINEER
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Jun 2012 - Oct 2014
Both home user (Consumer) and Corporate (Business) product support.Troubleshooting, Remote Assistance, creating and keeping track support requests, working independently as well as in a team.Systems & Software used: VMWare, TeamViewer, Windows XP, Vista, 7, 8; Android, Apple OSx, Server 2008, Exchange, Domain Controller, Active Directory, RDP,
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Victoria University
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Australia
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Higher Education
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700 & Above Employee
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E-LEARNING TRAINING & SUPPORT ASSISTANT
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Mar 2011 - Aug 2012
I helped students :-Log in to the portal for Victoria University students-Upload assignments to Turn-it in-Enrolled students and staff into course shells within WebCT-Other misc roles such as changing passwords and answering FAQ.Taught staff and students how to use and implement eLearning tools such as WebCT/Blackboard, Turn-it In, and PebblePad into their studies
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Student
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Jan 2009 - Aug 2011
Cert III in I.TDiploma in I.T
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I.T Rover
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Mar 2011 - May 2011
Helped students in the study lab with Information Technology related questions, as well as some English as Second Language students.
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McDonald's
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United States
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Restaurants
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700 & Above Employee
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Customer Service
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Jan 2007 - May 2008
Customer Service - overnights usually in drive through. Roles consisted of cleaning, serving, handling cash etc. Customer Service - overnights usually in drive through. Roles consisted of cleaning, serving, handling cash etc.
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Education
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2010 - 2010
Victoria University
Diploma, Information Technology (General) -
2009 - 2009
Victoria University
Cert 4, Information Technology
Community
