Melanie Winters Email & Phone Number

California, United States

Goleta, California, United States

Goleta, California

Santa Barbara, California Area

• Assist Sales and Customer Care teams with contract processing: Generation of custom agreements for Global Sales team, liaise between Sales and Care teams and Legal during contract negotiations, generation of custom merger agreements for Care.• Review and processing of signed custom agreements to ensure accuracy. Work cross-functionally with Sales, Care, Finance & Provisioning to ensure that services are billed and provisioned as necessary.• Monitor multiple Salesforce case queues. Assisting both Sales and Customer Care teams to ensure prompt response to queries from both teams in regards to quoting issues, order reversal requests, billing questions, opportunity questions, form requests, commission questions et al.• Maintain appropriate SLAs and department metrics.

Santa Barbara, California Area

• Assist customers with contract accounts with basic invoice and billing questions including but not limited to explanation of current or past invoices, update of billing contact and payment details as well as taking payment for current or past due invoices.• Assist Customers with contract accounts that require adjustments to their existing account due to either price or license reduction or cancellation.• Assist Customers with day to day usage of our various software programs including but not limited to explanation and basic training in use of the administration center of our collaboration and remote support software as well as basic software usage and training assistance to our individual organizers and users of our collaboration and remote support software.• Assist customers with account management situations that require focused attention and historical research to determine the root cause of a particular issue, then formulate a plan to resolve said issue to both parties satisfaction.• Assisted in the training and mentoring of multiple incoming team members.

Santa Barbara, California Area

• Level 1 technical support role helping customers with trial and purchases, installation and use of our various products.• Assisted with shadowing new hires that had completed training but required some assistance at the beginning of their role. I would work in tandem with a new hire to ensure the customer received world class support and the new hire gained confidence and best practices.• Maintained consistently high metrics for both volume of daily calls and customer satisfaction scores.

Santa Barbara, California Area

• Daily operations of a busy regional airport car rental.• Assisted with check in and check out of vehicles.• Maintained our fleet numbers ensuring that we had the correct number of vehicles on a monthly basis based upon historical and current reporting trends.• Assisted management with payroll, scheduling and banking duties.