Melanie Peres Email and Phone Number
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Melanie Peres personal email
Professional Experience Summary:I've worked as a market research consultant for over 7 +years, collaborating with a variety of finance, banking, government, and corporate clients.- Provide support through all the stages of the research life cycle including project management, production, scheduling and quality control. - Collect data, analyse data from survey answers on cross tabs and statistical analysis. - Questionnaire / Survey design creation for both quantitative & qualitative research methodologies.- Inform operational changes to internal and external clients when needed. - Coordinate with other staff members and higher management to execute best practices.Dedicated and high-achieving with 15+ years of experience in the customer service industry:- Results driven and versatile customer support specialist in retail and government services environments. - Achieved 97% customer satisfaction by using empathy, clear and concise communication.- Thrive in being part of challenging, fast-paced environments to utilise my knowledge and develop my skill-sets further.- Have the ability to work autonomously a team-based environment.In the IT Space:- Providing technical support by setting up accounts for new users, resetting password issues, responding to queries via chat, email, or phone in a timely manner to service issues and requests.- Map / Analyse / Redesign business processes for improvements with the Customer Relationship Management software.- Writing, editing, and revising training manuals for new and updated software.- Using agile methodologies, scrum meetings provide feedback for software development improvement with regression testing.Keen to get into the Customer Experience ( CX) space. Supported by my background in dealing with customer at all levels, my passion is working on research, customer insights and strategies that explores peoples’ attitudes, behaviours and experiences and what makes them tick.Technical Qualifications:Microsoft Office Suite (Word, Excel, PowerPoint)Microsoft OutlookMS Teams, Zoom, Google MeetWindows 10Google Suite (Docs, Sheets, Slides & Sites) CRM Software - Siebel, JOT, NICE Quantitative & Qualitative Survey DesignJira/ Confluence (In Training)QA Testing (In Training)If you catch me outside of work, I'm an adventurous traveller - 30 countries and counting.I also like meeting new people over a cup of coffee. Feel free to reach out at melperes000@gmail.com
Dynata
View- Website:
- dynata.com
- Employees:
- 4574
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Senior Project ManagerDynata Jun 2022 - PresentAssist and co-ordinating in the delivery of client projects. Using all relevant resources to achieve project needs subject to the customer needs and timeline. Liaising with both internal and external teams to ensure the project lifecycle is completed with all project specifications met.
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Crm Business Analyst / Help DeskFarron Research Pty Ltd Oct 2016 - Aug 2022Sydney, New South Wales, Australia•Key stakeholder in the customer journey when migrating to the new in-house CRM software.•Onboarded 5 new clients to the CRM software and organised training sessions in navigating complex systems and improved performance issues.•Overhauled the obsolete quantitative survey design after collaborating with the IT team resulting in increased winning of quantitative survey projects by 80%. -
Senior Market Research Project CoordinatorFarron Research Pty Ltd May 2016 - Aug 2022Sydney, New South Wales, Australia•Ongoing success across projects, while maintaining professional relationships with internal and external customers, throughout critical phases of the project.•Influenced productivity, developed risk mitigation strategies and resolved issues, providing solutions to meet service KPI’s.
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Telephone Market Research InterviewerFarron Research Pty Ltd May 2014 - Aug 2022Sydney, New South Wales, Australia•Managed high volume of calls daily and the highest achiever in daily KPI’s on accurate screening for all projects with great attendance rate.•Enhanced customer satisfaction by approaching surveys cohesively, adhering to compliance procedures.
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Senior Customer Service RepresentativeNsw Registry Of Births Deaths And Marriages May 2011 - Nov 2014Sydney, New South Wales, Australia•Resolved and contacted customers complaints by investigating and using compliance guidelines with outcome of claim results or resolution.•Developed effective spreadsheets to analyse call data in ongoing training programs for team members to provide outstanding customer service with resolution.•Devised new call center policies regarding logging support issues and employee work schedule that increase productivity by 25% and decrease call times by 27%. -
Customer Service Team ManagerNsw Registry Of Births Deaths And Marriages Oct 2012 - Nov 2012Sydney, New South Wales, Australia•Influenced the consultation and negotiation with staff about changes to workflow, processes, and implementation of strategies to improve service delivery which led to 60% drop in staff turnover.•Conducted quarterly appraisals which showed 30% improvement in team members productivity. Created training completion records and answer employee inquiries concerning policy or rule applications per department specifics.•Improved the relationship with the Registry, to ensure customer inquiries and complaint resolutions done where overall productivity went up by 30% seen in application approvals.
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Customer Service RepresentativeNsw Registry Of Births Deaths And Marriages Feb 2006 - May 2011Sydney, New South Wales, Australia•Highest achiever in quality calls completion daily in an extremely high-volume contact center. Dealt with 70 to 100 calls per day with the highest degree of customer satisfaction.•Received 4 top customer service awards and constantly commended by management on customer service.•Customer escalation support for clients on a wide range of policies, resolving issues at a 90% rate and remained courteous and calm, even during moments of customer dissatisfaction.
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Customer Service SpecialistAgl Australia Oct 1997 - May 2011Sydney, New South Wales, Australia
Melanie Peres Education Details
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Certificate Iv In Customer Contact -
Certificate Iii In Customer Contact
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Centre For Community Welfare And TrainingCertificate In Stress Management -
Hospitality Administration/Management
Frequently Asked Questions about Melanie Peres
What company does Melanie Peres work for?
Melanie Peres works for Dynata
What is Melanie Peres's role at the current company?
Melanie Peres's current role is Market Research Project Management for 7+ years | Customer Service Consultant for 15+ years | Interested in Market Research / Customer Experience.
What is Melanie Peres's email address?
Melanie Peres's email address is me****@****.com.au
What schools did Melanie Peres attend?
Melanie Peres attended Australian College Of Commerce & Management - Rto Code 1441, Australian College Of Commerce & Management - Rto Code 1441, Centre For Community Welfare And Training, Institute Of Hotel Management, Catering Technology And Applied Nutrition, Mumbai.
Who are Melanie Peres's colleagues?
Melanie Peres's colleagues are Denmark Ully, Bridgett Dela Cruz, Vasil Avramov, Raluca Săucan, Dominique Lauren Cabanatan, 문영서, Akash Chaudhary.
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Melanie Peres
Executive Assistant To Cfo, Chief Accounting Officer, Chief Risk Officer & Vp Investor RelationsCharlotte, Nc3babcock.com, babcock.com, bwxt.com -
Melanie Pérès
Author / Novelist / Playwright / Musician / Educator / Translator / Linguist / Passionate About Creole Languages Setter, Reviewer And Marker At The Mauritius Examination SyndicateMauritius -
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