Melanie Miller Email and Phone Number

-Act as a congregant liaison for a congregation of over 700 families-Manage registration and reporting for religious school of over 100 families-Frequently perform systems reviews for existing processes throughout different departments often times converting manual processes into automated processes, finding gaps in efficiency and implementing documentation protocols-Enable a project management methodology among the staff for organization and follow-through and to empower employees in different roles-Coordinate all non-program events and facility use at the synagogue involving outside vendors, congregants, additional staff and resources.-Oversee the facility maintenance projects and custodial prioritization and purchasing necessary to keep the building operational and safe while acting as vendor relations manager-Facilitate annual holiday mailings, logistics, operations and details for all non-clergy aspects-Generate concepts and themes of many of the programs and marketing initiatives-Aid in development projects, fundraising initiatives and helped to initiate and implement an endowment program with stewardship efforts, now worth well over one million dollars and including almost families.-Operate as an executive assistant to the Executive Director and as Administrative back-up for the synagogue -Work collaboratively with all departments for project completion, information distribution and proactive project management-Facilitated all Covid-19 compliance protocols, supply procurement, and re-opening plans and guidelines for the organization in compliance with Washington state and CDC guidelines

-Facilitated the training and ramp-up of over 20 new department personnel through the creation and distribution of product and process documentation.-Coordinated simultaneous ramp up in three locations and time zones and in several separate training classes-Maintained a recognized ability to explain complex technical matters in easy-to-understand terms-Encouraged others to perform at the highest levels by demonstrating service excellence and acting as one on one mentor-Managed and diffused escalated client issues. Empowered the team to take ownership of issues and resolve them with confidence-Monitored service request and phone volume metrics and optimized team processes and identified gaps to improve both client satisfaction and team efficiency-Acted as the subject matter expert for the two products that the department supports, for colleagues both within my team and in other departments.-Forged cross-functional engagement by participating in collaborative meetings across different departments.-Facilitated refresher training for existing employees on key topics by seasonality

-Provided concierge-level customer support to 20+ of the highest revenue clients with a combined revenue of over $2.5 Million-Collaborated with multiple international teams to accommodate the complex integrations and custom development work of the clients software setup-Established rapport with colleagues and clients through delivery on commitments, consistent and proactive follow up and attention to detail-Advocated for product development and enhancements based on customer feedback. -Excelled at meeting deadlines without sacrificing quality

-Acted as software support and system expert who derived confident, creative and accurate troubleshooting solutions to users complex problems-Adapted approach to clients linked to frequent system upgrades and to clients’ dynamic needs-Able to set appropriate and reasonable expectations with clients to ensure appropriate resolution-Maintained daily independent workload expectations, while regularly contributing in a team-oriented setting-Contributed to consistent call wait times of less than 2 minutes, and same day first responses. Regularly maintained averages of 12-15 issues closes a day-Interviewed potential new hires and assisted in the training and mentoring of multiple new employees simultaneously to impart process, system and work flow best practices as a leader on the team

-Surpassed the expectations of guests with knowledgeable and courteous service-Prepared daily auditing reports and bookkeeping records-Aided in the technical, procedural and experiential training of incoming front desk associates-Performed a variety of administrative duties to maintain organization and efficiency